Team Manager immediate start

4 weeks ago

Redhill Surrey, United Kingdom Willis Towers Watson Full time

WTW's Outsourcing Business Admin Operations consists of close to one thousand colleagues providing a pension administration facility for clients of varying size across a variety of complex schemes. Within Outsourcing Business we are looking for a Performance & Planning Lead who will be performance focused with a desire to succeed continually improving our customer’s experience and business metrics. As a subject matter expert for all measured SLA’s and KPI’s you will be the point of contact for ‘on the day’ challenges and operational issues and a key stakeholder in central management of operational impacting events.
The Performance & Planning Lead will monitor, and present client SLA improvement projects working closely with the senior management team to provide regular updates to both internal and external parties. As the custodian of operations ad-hoc client reporting they will ensure sector wide consistency and adherence to policies and guidelines.
This role will be based in Redhill and will require occasional travel as well as flexibility to work extended hours.
Performance Coaching – a key part of this role will involve supervision and colleague development in order to help develop the skills needed for team development and effective service delivery.
Building strategies for achieving goals, building strong teams, motivating employees through recognition programmes, and managing employee conflict

This lead will be accountable for the sector benchmarking and developing world class performance plans and measures. Be the custodian of the performance and planning data set to support management of all client’s specific business metrics and KPI s – this includes Service Levels, Backlog management, Productivity Analysis, Capacity Planning, and performance management at different levels (e.g. team, community, individual)
Guide the design and continuous improvement of the management and dashboard reporting to provide insights and inform understanding around how we can improve
Work with management team to help identify underperformance and plans to remediate
Benchmark and monitor performance over time, produce trend analysis on historic performance to inform capacity planning
Monitor performance against legal, regulatory and sector requirements
Own the integrity and quality of data to ensure that statutory, regulatory, internal, and external reporting contains accurate and meaningful information
Work with the Technology team to future proof the required IT infrastructure for performance management
Work with the OPEX team to align performance improvement opportunities with process and training improvements
Establish a cadence to spearhead the necessary meetings and provide exec level reporting and insightful performance data to the Operations Management Committee (OMC)
Ideally a background or understanding of Thrid Party Pensions Administration or Financial Services
Experience with Performance Coaching, Performance and Capacity Planning, Resource Planning.
Ability to present complex analysis in simple terms to a wide range of audiences.
Strong understanding and experience of data manipulation (especially Microsoft Excel) including resource and performance modelling.
Detailed understanding of all MS Products (including Power BI) essential
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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