About Willis Towers Watson:-

- Willis Towers Watson (NASDAQ: WLTW) is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 39,000 employees in more than 120 countries.

- We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas - the dynamic formula that drives business performance. Together, we unlock potential.

- Willis Towers Watson's technology and administration solutions( TAS)help companies save money and improve service delivery while freeing HR to make strategic contributions to the business.

- We have worked with some of the world's leading organizations for over 25 years to provide benefit administration and outsourcing to over one million participants.

The Role :

- This is a new role to oversee and hold accountability for the day to day delivery of services to clients and members; to ensure that the highest standards of service are achieved and maintained in accordance with quality assurance policies and that all services are carried out in line with the appropriate legal and governance framework.

- The role will form part of the TAS UK Leadership Group and will manage large teams of associates across multiple disciplines and office locations in the UK. The role will require regular site visits to each of these UK office locations.

Key Performance Objectives :

- Responsible for the overall delivery of core administration services across TAS UK working in conjunction and collaboration with TAS leaders for Client Management, Business Development, Systems and Development, Professional Excellence and Finance.

- Represent TAS UK Operations within the TAS Leadership Group, providing input and active participation to that group.

- Responsible for setting the strategic objectives for the long term growth and development of operational services in conjunction with the Managing Director of TAS UK and the TAS Leadership Group. Contribute to the development and maintenance of the TAS business scorecard and share key features and objectives with Operations Managers for cascade to Administration Managers and their teams.

- Promote and encourage collaboration between the TAS locations (Redhill, Welwyn, Leeds and Manila) to ensure consistency of operations and implementation of LOB level initiatives.

- Oversee and be accountable for delivery of TAS business level projects and initiatives through delegation to and working with the Operations Managers.

- Own and develop TAS pricing model for administration services in conjunction with TAS Finance Director. Ensure consistent application of pricing model across all TAS locations.

- Contribute to and make proposals for the development of new service lines and products for TAS UK in conjunction with TAS Leadership Group. Take ownership for delivery of allocated projects and implementation of new initiatives.

- Fulfil Project Sponsor role on LOB level project work.

- Plan allocation of new clients across TAS UK working in conjunction with Operations Managers and TAS leaders in Business Development, Client Management and Managing Director of TAS UK.

- Working with the Head of Professional Excellence and the Practice Leader of TAS Manila UK, the role will require the maintenance of a strategy and working partnership with colleagues in Manila which is seamless and optimizes the UK and Manila resources in such a way that service is not compromised whilst making sound commercial sense.

- Plan and oversee TAS operational resource levels across all UK locations taking account of TAS business objectives and the on-going strategy for development of off-shore support and service delivery by TAS Manila UK.

- Promote and actively demonstrate the Willis Towers Watson core values and set example for all TAS associates.

Standard Performance Objectives :

- Identify and work with the Client Managers, Administration Managers and Team Leaders to improve operational efficiency and reduce costs, e.g. automation, full use of standard products and identifying opportunities to off-shore administration activity.

- Ensure that fee agreements are in place for all clients and maintained with annual indexation where appropriate. Ensure all client invoices are prepared and issued by the date set by TW Finance.

- Ensure all work is identified and charged, in particular, requests and projects outside agreed fee basis.

- Be a point of reference on technical matters and non-standard cases.

- Keep abreast of all changes in legislation, and manage the impact on client services, procedures and fees.

- Coach, motivate and reward in order to retain key individuals.

- Demonstrate leadership skills and provide direction and guidance at all levels across the administration business.

- Manage and participate in new business presentations as required.

- Act as Project Sponsor for large new client implementations, to include service delivery and overseeing the budget as required.

Excellence :

- Collaborate with TAS Professional Excellence team in order to develop operational controls across TAS UK and to improve risk management and mitigation solutions.

- Contribute to and support the process of embedding a continual improvement culture in TAS UK associates, including TAS Manila UK.

People :

- Line management responsibility for TAS UK Operations Managers, to include Annual and Mid-Year Review process and career development in association with Managing Director of TAS UK.

- Ensure continued development of Operations Managers through exposure to future opportunities to acquire new skills and to expand areas of expertise in conjunction with initiatives for new product development within TAS EMEA.

- Act as first contact point for TAS UK Operations Managers for all management support and client service delivery requirements.

- Work collaboratively with all colleagues to ensure high levels of service are achieved.

Clients :

- Provide an efficient, professional service to meet all client needs and to promote the Willis Towers Watson brand.

- Take ownership for and fulfil lead client facing role on high profile clients as allocated in conjunction with Client Management Group and Managing Director of TAS UK. This will include short term roles for rectification and recovery projects for clients at risk.

- Ensure customer satisfaction surveys are completed and implement more widely as necessary.

- Through information received from member satisfaction and client feedback from the Client First process, ensure that in conjunction with the Heads of Department we are addressing service issues and constantly developing standards and products in line with client and member needs.

Financial :

Accountability for financial targets in terms of :

- Revenue

- Cost control; Profit and Debtor Management

- Ensuring that all teams operate within agreed budgets and achieve agreed targets.

- Ensure that expenses and time-sheets are submitted in a timely fashion.

Experience and Skills :

- Demonstrable experience of senior Operations Management role with direct responsibility for overall service delivery, business operations and client facing responsibilities.

- Relevant professional qualification desirable - PMI / CII or equivalent industry standard.

- Pass at C or above for at 4 GCSE subject or equivalent including Maths and English.

- Strong technical knowledge of pensions legislation - both current and historic.

- Strong interpersonal skills to include good written and verbal communication and presentational skills.

- Proven leadership skills.

- Excellent time management skills and the ability to multi task, controlling multiple concurrent projects.

- Computer literate including competent IT skills with Microsoft Office products.

- Demonstrable problem solving and analytical skills relevant to a senior management role.

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