NA Client Services

1 month ago

Mumbai, India WTW Full time

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, 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.

• Pass at C or above for Maths and English at GCSE or equivalent.

• Experience in either DB OR DC pension administration or UK OR US Pension experience essential

Knowledge/Experience:

• 2 - 5 years

Required Mindset and Behaviours :

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

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