Pension Administration

**About Willis Towers Watson**

Our distinct, connected perspective across talent, assets and ideas unlocks potential for our clients.
While many just look at mitigating the downside, we see how a unified approach to people and risk is a path to growth.
Powered by market analytics and behavioral insight, our integrated teams reveal hidden value within the critical intersections of our clients’ organizations. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals.

**KPI Management**
- Communicate effectively with client/members via the telephone, remembering each caller will

have a different level of understanding. Record each call as they occur.
- Consistently provide a quality customer experience to clients/members.
- 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.
- Ensure complaints procedure is adhered to and that all complaints are immediately notified to

Senior Administrator.
- 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.

**Operations Management/Operational Effectiveness**
- Participate and contribute in team huddles.
- Proactively support key initiatives that have been delivered to implement change.
- To ensure any feedback (including breach/errors) found in the process is informed to the team

Manager instantly.

**Relationship management**
- 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.