Client Services

The role of Administrator is to work within an administration team servicing both member and client queries in relation to defined benefit pension schemes.

Performance Objectives: 

Excellence

• Perform and communicate with guidance from other team members in North America/ Canada, routine and recurring plan administration tasks for clients’ defined benefit pension schemes (e.g., benefit calculations, forms review, payment processing).
• Continuously seek to identify areas where the service to clients/members could be improved and communicate to the Senior Administrator/Team Leader.
• Deal with queries and requests by the use of standard letters and reference to procedures.
• Recognise and escalate potential problem and potential complaint cases and procedures.
• Seek clarification where errors are made.
• Monitor own workflow to ensure service levels are achieved.
• Prioritise and manage own workload and maintain a rolling schedule of objectives.
• Accurately perform manual calculations.
• Know and live the firm’s values.

People

• Assist the wider team in more complex / project work when required.
• Accountable for own development, identifying and raising any learning needs with Administration Co-ordinator.
• Understand your role within the team. 
• Support colleagues for holiday cover and workload peaks. 
• Update and maintain skills matrix.

Clients

• Help to provide an efficient, professional service to meet all client/members' needs and to promote the Willis Towers Watson brand.
• Develop knowledge of clients’ pension schemes.
• Build and maintain a good relationship with the clients. 
• Be a point of reference for standard automated cases.
• Deal with all communications within defined quality and service standards.

Financial

• Ensure timely completion of timesheets.
• Ensure chargeable hours targets are met.

Qualifications:

• Graduate

Requirements:

• Able to work to a high level of accuracy.
• Able to work well under pressure and meet targets.
• Interpersonal skills to include good written and verbal communication.
• Customer and quality focussed.
• Computer literate.
• Bachelor’s or Master’s degree in any Major 
• Experience in either DB/ DC pension administration &/or Canada/ UK/ US Pension experience essential

Knowledge/Experience:

• 3 - 6 years

Required Mindset and Behaviours:

• Willis Towers Watson Values and Behaviours will underpin all roles and will guide performance criteria