NA Client Services

1 week ago

Mumbai, Maharashtra, India WTW Full time

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.

Responsibilities :

Managing a team of Administrators, you will be responsible for meeting a monthly rolling schedule of objectives including weekly team reviews, developing skills within the team and managing workload. You will also be expected to maintain and develop your own knowledge of defined benefit pension schemes.

Performance Objectives:

Excellence :

• Be a point of reference on technical issues and non-standard cases.

• Ensure work allocated is carried out in accordance with:
Practice guidelines.
Documented operating procedures.
Quality standards.
Performance / Service standards.

• Ensure all work is logged onto and processed through workflow.

• Must be able to work to a high level of accuracy.

• Monitor own workflow and that of junior associates via Workflow to ensure service levels are achieved.

• Take the lead in more complex/project work when required.

• Build and maintain technical, procedures and client knowledge through experience.

• Challenge procedures to identify process improvements and pass on recommendations to Administration Manager.

• Work with the Administration Manager to improve operational efficiency and reduce costs . automation, full use of standard procedures.

• Ensure team members are fully informed of:
- Current events.
- Procedural changes.
- Benefit changes.

• Initiate and manage ad-hoc special projects as needed

People

• Understand your role in the team and understand the roles of others in the team.

• Encourage teamwork by sharing knowledge, ideas and solutions.

• Contribute to associate training and development.

• Manage the junior associates to make sure that work is dealt with efficiently and within deadlines.

• Be responsible for the team members' performance reviews


• Assist with recruitment and selection process.

• Hold weekly team meetings.

Clients

• Ensure an efficient, professional service is provided to meet all client/members' needs and to promote the Willis Towers Watson brand.

• On an on-going basis be the principal contact the client, and maintain and develop client relationships.

• Develop good written communication skills to deal with more complex queries and requests.

• Ensure all communications are dealt with within defined quality and service standards.

• Analyse client/member feedback, suggest improvements and report to Administration Manager and/or Client Manager as appropriate.

• Analyse areas where the service to clients/members could be improved and put forward recommendations to Administration Manager and/or Client Manager as appropriate.

• In conjunction with the Administration Manager, ensure that all delivery promises and performance standards are achieved.

• Ensure Administration Guides are kept up to date.

Financial

• Ensure accurate and timely recording of all work in time recording system.

• Ensure all work is logged out of Workflow correctly for billing purposes.

• Maintain % chargeability target

• Identify in advance with Administration Manager nonstandard events through work planning to
ensure all work is charged, in particular, requests and projects outside the agreed fee basis.

• Prepare monthly fee invoice by the dates set by Finance.

• Liaise with Administration Manager over resources, workflow and client expectations.

• Display good time management skills and demonstrate ability to organise and prioritise own
workload.

• Demonstrate commitment by ensuring that targets and deadlines are met

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