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Performance & Planning Lead

4 months 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. The workforce consists of differing seniority levels, skill mixes, team sizes and talent pools delivering diverse operational models, processes, and procedures.

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.

The Role

  • 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.
    • Improvement of expectations and self-awareness so that individuals can better understand their strengths, weaknesses, and development needs
    • 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. This includes understanding root cause evaluation of problems and driving remedial action plans.
  • 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
  • Develop a blueprint which could be rolled out and applied for other areas of the business
  • 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)

The Requirements

  • Ideally a background or understanding of Thrid Party Pensions Administration or Financial Services
  • Experience with Performance Coaching, Performance and Capacity Planning, Resource Planning.
  • Excellent statistical numeracy and reasoning skills
  • 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
  • Motivated and proactive self-starter with an ability to work under own initiative, detecting problems and taking the necessary actions without prompting.
  • Ability to manage cross functional teamwork in and across teams and organisations.
  • Experience of initiating and delivering positive business change.
  • Evidence of resilience under pressure where parameters of time, resources and demand fluctuate
  • Able to work as a collaborator in a complex, cross functional and operational environment.
  • Highly organised, motivated person with excellent communication 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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