As a leader in the marketplace, WTW offers an excellent opportunity for Pension Technical Support professionals. High-performing institutions cultivate and grow talent, carefully balancing costs and rewards. From employee benefits to executive compensation, we take a rounded perspective, based on leading-edge thinking, data, analytics and software, unearthing new ways to motivate people, foster wellbeing and implement solutions that work.
At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.
The Role
The purpose of the Technical Support role is to bring an in-depth knowledge of defined contribution and defined benefit pensions processes and procedures to the team. It involves advising on and actively managing and processing complex cases in terms of technical knowledge, complaint handling and complex casework. Also supporting all aspects of the pensions technical issues raised, liaising extensively with the Client, the Quality Standards Team (QST) and the Administration team.
Performance Objectives:
Excellence
- Assist in analysing pensions technical and legislative changes, assess their impact on the Client and assist in answering queries from the members, the admin team and the client.
- Assist in analysis of information from a number of sources (e.g. client and associate feedback, quality audits, errors and complaints,) to identify areas which could be changed to improve quality, efficiency or mitigate risk.
- Assist in analysis of standard and bespoke communications to ensure they are up to date and accurate, liaising with the Project team to manage any changes.
- Monitor own workflow to ensure service levels are achieved.
- Be involved in all aspects of Complaints, IDRP’s and cases requiring technical, regulatory and legislative input, including Trustee Rules and Policies.
- Communicate with members, IFA’s or the client as required.
People
- Assist the wider team in more complex / project work when required.
- Assist in preparing training sessions and accompanying documentation, ensuring that these are technically correct and user friendly and deliver training where required.
- Support colleagues for holiday cover and workload peaks.
Clients
- Help to provide an efficient, professional service to meet the client/members' needs.
- Assist in analysis of client specific communications where required.
Financial
- Ensure timely completion of timesheets.
The Requirements
- Background in defined benefit and defined contribution pensions administration business processes and procedures including up to date pensions legislative knowledge is essential
- Experience of working directly with clients within a third-party administration environment
- Experience in pensions technical and legislative change analysis desirable.
- Experience is understanding and interpreting Scheme Rules
- Experience in handling complex complaints and IDRP cases.
Skills
- Good communication skills, including training and presentation.
- Excellent interpersonal skills.
- Assertive and able to build professional relationships with a variety of different teams and clients.
- Strong team player.
- Ability to work in a pressured environment to tight deadlines and experience of delivering in a service driven environment.
- Willingness to take ownership of issues.
Qualifications
- Fully PMI qualified or part qualified (with aim to complete) desirable.
- Experience of Microsoft Office software (Word, Excel, PowerPoint, Visio).
At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity
Equal Opportunity Employer
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