Client Manager

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 waysto motivate people, foster wellbeing and implement solutions that work. WTW’s Outsourcing is a global line of business whose revenue is primarily driven from providing outsourced pension administration services to occupational pension funds. Our three largest markets are Germany, UK and US. We have worked with some of the world’sleading organisations for over 25 years to provide benefit administration and outsourcing to over five million participants across the globe. At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a "hybrid" style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team,role and clients. Our flexibility is rooted in trust and "hybrid" is not a one-size-fits-all solution. The office location for the role can be in Welwyn, Redhill or Leeds offering hybrid working, or working from home with client visits as necessary. **The Role** This role is initially being created to support the rollout and delivery of the Pensions Dashboard Programme to our portfolio of clients, working closely with the Dashboard programme leads and alongside our existing team of Client Managers. As Client Manager you will manage and own the client relationship for multiple WTW clients (UK). Understanding the needs of the clients and developing the relationship to ensure high levels of advocacy and identifying opportunities to expand the serviceswe currently provide to them. Representing Outsourcing in client meetings and actively promoting our products and services. You will effectively communicate with the operations teams and develop their understanding of the client needs. - Ongoing development of the client service proposition within Outsourcing to enable the development of new business opportunities - To take ownership of complaint resolution and implement solutions to minimise future complaints - Understand the Outsourcing operations strategy and how it enables the business to evolve and capitalise on current and future business opportunities - Promote and role model a Continuous Improvement culture and supporting behaviours within Outsourcing operations; promote and sponsor improvement activities within the business to drive progression towards better working practices and performance - Identify, coach and mentor operations staff to develop their client management skills - Build long term mutually beneficial relationships with our clients at all levels - Understand our clients, their organisation, culture, people, challenges, direction and priorities - Proactive retention planning for contract extensions, avoiding benchmarking and tender scenarios - Identify and leverage opportunities to expand Outsourcing services and gain wider client exposure - Contribute the "client perspective" on internal projects e.g. legislative change, product/technology developments - Review client services and profitability regularly **The Requirements** - Experience of occupational DB and DC pension schemes - In depth understanding of the pensions industry (both historical and forward looking) - Very strong communication and influencing skills. - Previous experience of leading client interactions in pensions administration is essential. - Ability to effectively engage senior management and company directors at client meetings. - Work in partnership with Operations teams to problem solve and improve service delivery as required. - Owning and managing the client relationship whilst understanding operational capabilities and constraints. 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 towork every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity. **Equal Opportunity Employer