Location
Redhill, Surrey | United Kingdom
Job description
LifeSight is WTW’s Defined Contribution (DC) MasterTrust with administration undertaken by WTW’s dedicated trust-based business. LifeSight currently has a membership of 240k with an AUM of c.£11bn. The LifeSight Administration Manager role is an exciting opportunity and pivotal to LifeSight as we grow.
Reporting into the LifeSight Operations Manager, you will be responsible for LifeSight’s adherence to legislative and regulatory policy, The adaption of procedures to ensure these remain compliant. LifeSights Subject Matter Expert, a point referral for the wider LifeSight team and senior managers supporting the day-to-day administration of services to our clients and members.
This is a broad and challenging role and essential that the successful candidate is flexible whilst maintaining a positive outlook.
The Role:
Service Delivery
- Lead the ongoing development of Risk Based Outcomes Focused Customer Practice
- Support adherence to the quality assurance and operational excellence frameworks
- Contribute to the ongoing drive for excellence through the generation of ideas that solve operational issues, support administration workflow enhancements, and adapt process to remain compliant with strategic and/or regulatory, legislative requirements.
- Act as a liaison and an escalation point for issues, blockers, and risks understanding the impacts for clients, members, participants, and colleagues.
- Ensure there is visibility of non-member activities/projects; update stakeholders.
- Participate in new business presentations and the onboarding of new clients as required.
- Ensure LifeSight administration services are compliant with regulatory standards.
- Oversight of the communication of LifeSight’s seamless digital service to customers via our online platforms (WTW ePA and LifeSight mobile app.)
- Provide Coaching to support the professional development of colleagues.
- The point of escalation for technical matters and non-standard case queries, escalating to the Technical Hub and/or Pensions Technical and Governance group when necessary.
- Support the review of cyclical reports ensuring the technical content is accurate and compliant with the relevant governance framework.
Quality Assurance – Audit/Risk
- Lead the delivery of initiatives that are in response to changes in legislation and regulation.
- Horizon plan to predefine our response to potential changes both Regulatory and Legislative
- Ensure adherence to the change management process.
- In collaboration with the Quality Assurance Manager prepare our response to internal audit findings
- Support the Quality Assurance Manager as required
Financials
- Agree recommendations for commercially focused decisions influencing both internal and/or external stakeholders as required.
People
- Maintain a coaching culture to enhance the technical capability and overall competence of your colleagues.
- Support colleagues with the maintenance of policies to maintain adherence with legislation and industry standards.
- Play a key role in developing a collaborative culture.
- Play a key role in the development of our customer culture.
- Provide Coaching to support the professional development of colleagues.
- Lead by example
Stakeholder management
- Ensure reports and ad hoc papers are completed and shared with key stakeholders in a timely manner in accordance with agreed deadlines and with quality in mind.
- Maintain an open and honest dialogue with LifeSight colleagues and the broader team.
- Provide specialist support/advice to internal/external stakeholders.
- Partner with your peers within TAS and LifeSight to contribute to and influence the strategic decision-making process, as appropriate.
- Discuss and present deliverables with internal/external stakeholders up to executive level and be prepared to suggest alternative solutions, where appropriate.
- Be prepared to utilise a variety of tools when presenting, ensuring the format and content are tailored to suit the audience.
Business Engagement
- Attend and contribute to bi-weekly Administration Management meetings
- Cascade relevant information to the administration teams engaged with LifeSight clients.
- Attend trustee, Risk and governance meetings as required.
- Attend face to face trustee meetings as required.
- Support testing initiatives
- Liaise with the PMO when required.
- Be the point of escalation for Client Relationship Managers in relation to client specific technical questions
The Requirements:
Knowledge and Experience
- Extensive Pensions Knowledge spanning Occupational DC/DB/Master Trust Schemes
- Proven Pensions Project Management skills (Regulatory and Legislative changes)
- Demonstrable problem solving and analytical skills relevant to role.
- Experience of working with demanding financial services clients.
- Experience of working in an agile and challenging environment.
- Experience of Lean and Customer led change practices.
- APMI Qualified or substantial progress towards qualification
- Demonstrable understanding of the FCA/TPR/Ombudsman policies and guidelines
Skills/Attributes
- Self-motivated with a high level of initiative/drive.
- A strong negotiator, with good influencing skills.
- A critical thinker able to facilitate more in-depth discussions.
- The ability to adapt style as necessary to work with colleagues.
- Excellent time management skills: the ability to oversee multiple concurrent projects.
- Organized, excellent prioritization skills.
- Excellent presentation skills.
- The aptitude to identify opportunities to add value and realize the benefits.
- A team player
- Detail-oriented; Able to cross-check documentation for accuracy and technical relevance.
- Ability to communicate with all levels of seniority effectively.
- Ability to thrive and drive delivery in a busy, demanding and changing environment.
Tools
- Working knowledge of Jira and Confluence is advantageous but not a pre-requisite.
- MS Office applications – strong Excel and PowerPoint skills
Equal Opportunity Employer
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.
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