DC Pensions Complaints Quality Assurance Manager - WTW : Job Details

Willis Towers Watson (WTW) is a leader in the marketplace. We offer excellent opportunities for experienced pension professionals. Outsourcing is a global line of business whose revenue is primarily driven by proving outsourced administration services to occupational pension funds, working with some of the world’s leading organisations.

This role is sits within the Lifesight Team within WTW. LifeSight is WTW’s master trust, a defined contribution multi-employer pension trust for employers who benefit from high-quality, low-risk, market-competitive pension provision without the governance burden. LifeSight currently has a membership of 400k with an AUM of c.£20bn.The continued growth of LifeSight makes it one of the largest and most successful master trusts in the UK by asset size, as a consequence of a disciplined growth strategy since launching in 2015.

The Role

You will work alongside other complaint experts to:

• Overseas the complaint process from end to end
• Ensure complaints are handled efficiently and expediently, delivering good customer outcomes whilst being managed within the firm’s agreed policies and procedures and external legal and regulatory environment, liaising with the Administration Manager
• Ensure an efficient, professional complaints management service is provided to meet all client/members' needs and to promote the WTW brand and values.
• Liaise with internal departments to analyse root causes of complaints and implement change and improvements to WTW Outsourcing controls and processes.
• Investigate complaints thoroughly, gather all necessary information and evidence to reach fair and informed decisions.
• Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.
• Act as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution.
• Promote and embrace a culture of continuous improvement being open and proactive to improvements and carrying out improvements. Actively participate in the development and ongoing maintenance of the team’s processes, policies, procedures and standards.
• Support other complaint experts to continuously improvement.
• Ensure reports and ad hoc papers are completed and shared with key stakeholders in a timely manner in accordance with agreed deadlines and with quality in mind.
• Maintain an open and honest dialogue with LifeSight colleagues and the broader team.
• Be prepared to utilise a variety of tools when presenting, ensuring the format and content are tailored to suit the audience.

The Requirements

This is a broad and challenging role, it is essential that the successful candidate is flexible whilst maintaining a positive outlook.

• Experience of dealing with occupational pension schemes including DC, DB and hybrid arrangements would be advantageous
• Detailed understanding of requirements specifically around complaints handling
• Awareness of external regulatory environment in relation to complaints handling and monitoring
• Clear and effective communication skills - verbal and written
• Strong influencing, negotiation and relationship building skills
• Excellent organisational skills, able to priorities key tasks and focus on delivering them
• Emphasis on attention to detail and accuracy
• Flexible approach and positive attitude and communication style
• Demonstrable understanding of the FCA/TPR/Ombudsman policies and guidelines
• Working knowledge of Jira and Confluence is advantageous but not a pre-requisite.
• MS Office applications - strong Excel and PowerPoint skills

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 organization. We embrace all types of diversity.

Equal Opportunity Employer