Job Description

About WTW:

Willis Towers Watson (NASDAQ: WLTW) is a leading global advisory, broking, and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 45,000 employees serving more than 140 countries and markets.

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. Our unique perspective enables us to identify the critical intersections between talent, assets, and ideas — the dynamic formula that drives business performance.

Together, we unlock potential.

About Great Britain Outsourcing Team:

The Outsourcing Great Britain business delivers high‑quality pension administration services supported by industry‑leading technology and robust internal control frameworks. In the United Kingdom, the business is a leading administrator for the top 200 private sector pension schemes, supporting medium to large organizations. It also provides administration services for Willis Towers Watson’s LifeSight Defined Contribution master trust and One Defined Benefit full‑service solution.

The business offers integrated solutions and member‑focused digital tools that enable clients and members to manage pension benefits efficiently and accurately. A culture grounded in professional excellence and continuous improvement supports the delivery of reliable, member‑centric services and contributes to strong client retention.

About the Role:

High‑performing organizations cultivate and develop talent while balancing costs and rewards effectively. From employee benefits to executive compensation, this role supports a holistic approach grounded in leading‑edge thinking, data insights, analytical tools, and technology solutions. The objective is to identify innovative ways to motivate employees, promote wellbeing, and implement solutions that drive effective outcomes for clients and members.

Roles and Responsibilities:

• Consistently deliver a high‑quality customer experience to clients and members.
• Manage queries and service requests using approved standard correspondence and established procedures.
• Identify and escalate potential issues or complaint cases in line with defined processes.
• Ensure complaint handling procedures are adhered to and that all complaints are immediately reported to the Senior Administrator.
• Seek clarification and guidance when errors or complexities arise.
• Monitor individual workflows to ensure service level commitments are achieved.
• Prioritize and manage workload effectively while maintaining a structured and rolling schedule of objectives.
• Accurately perform manual calculations in accordance with defined pension administration processes.
• Demonstrate and uphold the firm’s values in daily work activities.
• Communicate clearly and professionally with clients and members through written correspondence, including email and formal letters.
• Proactively identify opportunities to improve service delivery to clients and members and communicate recommendations to the Senior Administrator or Team Leader.
• Participate actively in team huddles and operational meetings.
• Proactively support key initiatives aimed at implementing process or system improvements.
• Ensure that any feedback, including errors or control breaches identified within processes, is promptly escalated to the Team Manager.

• Administer and manage pension plans, ensuring compliance with regulations and company policies.
• Process pension contributions, benefits, and payments accurately and timely.
• Maintain and update pension plan records, including member data and benefit calculations.
• Provide excellent customer service to pension plan members, addressing inquiries and resolving issues.
• Collaborate with HR and finance teams to align pension plan strategies with overall business objectives.
• Conduct regular pension plan reviews and analyses to identify areas for improvement and cost-effectiveness.
• Stay updated on industry trends and best practices in pension administration and employee benefits.
• Assist in developing and implementing pension plan communication strategies to engage members.
• Support the implementation of technology solutions to enhance pension plan administration efficiency.

Graduation in any stream

Skills and Experience

• Demonstrated ability to work effectively in a high‑pressure environment while consistently meeting defined performance targets and service delivery expectations.

• Strong interpersonal capabilities, including the ability to communicate clearly and professionally through both written and verbal channels.

• Customer‑focused approach with a strong emphasis on service quality, accuracy, and attention to detail.

• Demonstrated experience in pension administration, with domain knowledge across Defined Benefit and Defined Contribution pension schemes.

• 1 to 3 years of relevant experience in United Kingdom pension administration, including processing transactions related to leavers, retirements, transfers, and death‑related cases.

The Application Process

• Stage 1: Online application and recruiter review
• Stage 2: Pre-recorded video interview
• Stage 3: Live video or in person interview with hiring manager and team

• Stage 4: Offer and onboarding

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidatehelpdesk@wtwco.com