The role of SME Administrator is to work within an administration team servicing both member and client queries in relation to defined benefit pension schemes.

　　Performance Objectives:

　　Excellence

　　Perform and communicate with guidance from other team members in North America/ Canada, routine and recurring plan administration tasks for clients’ defined benefit pension schemes (e.g., benefit calculations, forms review, payment processing).

　　Continuously seek to identify areas where the service to clients/members could be improved and communicate to the Senior Administrator/Team Leader.

　　Producing daily / weekly / monthly / quarterly managerial / Executive reports on key activities wherever required

　　Providing support to the Horizontal / Vertical team on activities where required, including ad-hoc data analysis, automation, or general assistance on specific projects

　　Work with the team leads to ensure that the client’s needs are met within the appropriate timelines

　　Deal with queries and requests by the use of standard letters and reference to procedures.

　　Recognise and fix potential problem and potential complaint cases and procedures.

　　Monitor own workflow to ensure service levels are achieved.

　　Manage queue, own processes & participate & additional transition activities along with prioritizing managing own workload

　　Accurately perform manual calculations.

　　Know and live the firm’s values.

　　People

　　Assist the wider team in more complex / project work when required.

　　Accountable for own development, identifying and raising any learning needs with Administration

　　Co-ordinator.

　　Help grooming junior colleagues & bring them up to the speed with regards to process knowledge

　　Support colleagues for holiday cover and workload peaks.

　　Update and maintain skills matrix

　　Clients

　　Help to provide an efficient, professional service to meet all client/members' needs and to promote

　　the Willis Towers Watson brand.

　　Develop knowledge of clients’ pension schemes.

　　Work with leaders & onshore/ offshore stakeholders to meet of operations deliverables

　　Build and maintain a good relationship with the clients.

　　Be a point of reference for standard automated cases.

　　Deal with all communications within defined quality and service standards.

　　Financial

　　Ensure timely completion of timesheets.

　　Ensure chargeable hours targets are met

　　Qualifications:

　　• Graduate

　　Requirements:

　　• Able to work to a high level of accuracy.

　　• Able to work well under pressure and meet targets.

　　• Interpersonal skills to include good written and verbal communication.

　　• Proactive & self-driven

　　• Customer and quality focussed.

　　• Intermediate Excel skills

　　• Bachelor’s or Master’s degree in any Major

　　• Experience in either DB/ DC pension administration &/or Canada/ UK/ US Pension experience essential

　　Knowledge/Experience:

　　• 5+ years

　　Required Mindset and Behaviours:

　　• Willis Towers Watson Values and Behaviours will underpin all roles and will guide performance criteria