WTW - UK Pension Team Leader - Complaints

Principal Duties/Responsibilities

Strategy

- Contribute to the development of the short and long-term Business Unit (BU) strategy in conjunction with overseas counterparts.

- Partner with leadership to lead change by managing strategic initiatives to meet business needs.

Operations Management/Operational Effectiveness

- Lead teams of knowledge intensive colleagues for managing member complaints, quality assurance and trustee discretion / governance & pension solutions.

- Oversee metrics to meet strategic objectives and monitor and evaluate performance of the team in line with the Service Level Agreements

- Maintain effective governance, control systems and compliance requirements of the company.

- Continuously review and establish a robust performance measurement structure for quality assurance

- Drive initiatives that contribute to long-term operational excellence.

- Manage stakeholder relationships.

- Lead work transition projects for the BU.

- Conduct regular capacity planning & due diligence.

People Management/Development

- Assist with interviewing and selection of team members and serve as a role model and mentor your team and others.

- Responsible for developing Team Leaders through coaching and team building while serving as an escalation point for the Operations issues and complaints.

- Work with HR to develop & implement a Talent Management strategy for the BU.

- Conduct periodic and annual performance reviews for all direct reports

Top Competencies

- Focusing on clients / enhancing member service

- Driving Excellence / Quality assurance / Analytical bent of mind

- Fostering Innovation

- Influencing Stakeholders

- Working in Teams, Developing Talent

- Adapting to Change

Required Qualifications, Skills, Knowledge, Experience

Qualifications:

- Any Graduate / Postgraduate

Knowledge/Experience:

- Experienced leader with proven ability in managing service delivery in complaints and/or quality assurance.

- Knowledge and experience in Pensions and/or Claims domain.

- Able to manage diverse processes with multiple stake holders.

- Proven ability in delivering excellent levels of client service, organizational effectiveness, operations Management & implementing best practices.

- Preferably experienced in conducting transitions/ knowledge transfer activities.

- Ability to establish robust performance measurement structure.

- Highly developed critical thinking and analytical skills

- Demonstrated leadership and vision in managing staff groups and major projects or initiatives.

- Excellent interpersonal skills and a collaborative management style.

Eligibility Criteria

- Last 2 Performance Rating: Meets Expectations or above

- Not on written warning for behaviour or performance within the last 12 months

Experience

- Existing Manager with minimum 12 months of experience in the current role