US Pension Outsourcing Team Leader

4 weeks ago

Taguig, National Capital Region, Philippines WTW Full time

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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