- This is a new role whose focus will be on providing an enhanced and empathetic delivery. From a member experience point of view, you will be the ‘go to’ colleague for the client and will attend client calls discussing (but not limited to) member matters that require a high level of customer care.
- Responsible for the quality and performance objectives defined by WTW.
- Responsible for the adherence to the change, quality assurance and operational excellence frameworks enabling a quality service.
- Ability to work with Operations Manager to make commercially focused decisions influencing both internal and/or external stakeholders on service delivery, growth, and continuous improvement to streamline and make effective change to operational service.
- Accountable for ensuring Team Leads conduct activities in line with internal procedures, policies, and legislation, including industry standards.
- Ensuring team productivity is at its optimum and is measured.
- Creating a collaborative culture in which processes are applied consistently within the Community where teams are better enabled to work flexibly to support each other
- Highly experienced in the creation and management of high performing, results driven teams.
- A track record in achieving business objectives and goals in a fast-paced, team environment.
- A strong leader and negotiator, with excellent influencing skills.
- Evidence of developing and implementing staffing and training plans to maximise quality, efficiency, utilisation, and productivity.
- Supporting the team leaders and teams to adopt new processes changes and procedures with a solution orientated mindset.
- Ability to create a one team mindset that mentors and develops employees to help create a high-performance organization and a capacity for future leaders.
- Ensure that structures and systems for line management are in place and consistently followed across the team.
- Experience in dealing with DB, DC and hybrid occupational schemes is essential.
- Experience of working within a client facing environment
- Critical thinking to facilitate more in-depth discussions.
- Excellent time management skills and the ability to oversee multiple concurrent projects, including the ability to support conflict resolution the removal of escalated blockers.