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US Pension Outsourcing Team Leader
2 weeks ago
The Role
As a Team Leader at US Pension Outsourcing you will be making a valuable difference to our fast growing pensions administration business. Managing a team of Pension Benefits Administrators and Pension Benefits Analysts, you will be responsible for meeting a monthly rolling schedule of objectives including service delivery, regular performance reviews, developing skills within the team and managing capacity.
Key Metrics
- Quality, Efficiency, SLA and Utilization
- Stakeholders' Feedback
- Adoption of standard tools and processes
- Excellence and ISO measures
- Staff Retention
Some of your responsibilities include:
- Primarily responsible for daily staffing and workload management.
- Act as an SME on critical areas of work performed by the team.
- Be the primary client-team POC for first-level escalations.
- Partner with Managers and Client Team POC's to achieve team utilization goals.
- Oversee team performance against established quality, security, efficiency and client delivery standards.
- Partner to leadership in identifying and mitigating risks related to these standards.
- Expected to spend 80% of productive time on client billable work
- Drive team development and career planning for individual team members.
- Execute on strategic staffing plans and identify career development opportunities for team members
- Manage performance issues. Provide timely constructive feedback.
- Sustain a high level of team engagement. Champion and advocate an atmosphere that will support employee retention.
- Be a role model of WTW core values.
- Ensure that work delivery consistently follows established standards and that the team functions under the highest level of quality and operational excellence.
- Ensure teams are complying with Excellence, ISO policies and procedures.
- Effectively and proactively communicate project status and other reports to leadership and client team stakeholders.
- Drive consistency of team methodology, process and deliverables
- Contribute in the establishment of best practices consistent with industry standards
The Requirements
- Has at least 2 years work experience supervising individual contributors
- Has knowledge on capacity management
- Has knowledge on quality management and performance management
- Experienced working in an environment with established metrics
- Strong analytical and problem-solving skills
- Strong knowledge of Microsoft Office tools including Outlook, Excel, and Word.
- Professional and responsible approach to work, stakeholders and colleagues
- Able to manage time well and can work independently
- Strong oral and written communication skills
- Ability to complete multiple projects within established deadlines.
- Has knowledge on benefits administration, plan administration or insurance processing
- Project Management or Lean Six Sigma certification is an advantage
- Experience managing team process improvement projects is an advantage
- Experience working with US counterparts preferred
- College degree holder
- Work Mondays thru Fridays in office
WTW is an equal opportunity employer
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