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Willis Towers Watson

DC Interface Team Leader

Managing a group of Administrators within the DC Interface Team, you will be responsible for ensuring interface file work is completed to the standard and quality required and ensuring all interface work is completed within the agreed SLA’s. This will include checking of relevant clients work, conducting weekly team reviews, developing skills within the team and managing workloads. You will also be expected to maintain and develop your own knowledge of interface file processing and developing working relationships with clients.

The Role

  • To assist with the management of interface file processing within the DC Interface Team and complete checking of any clients interface file processing work, particularly when this involves more complicated work.
  • To take ownership of an agreed list of projects which include:
    • Reviewing client’s files and processes for recommendations and improvements, to increase the team’s productivity and use of more automated processes.
    • Reviewing any issues caused by the Interface teams to put forward recommendations to future enhancements to the processes.
    • Managing the continual development of the Interface Team members and putting forward proposals for these.
    • Assist with the smooth transition of interface work from regional and Redhill teams to the DC Interface Team.
    • Managing any new installs and carrying out post install reviews for future install recommendations.
    • Managing adhoc projects to review generic processes to improve processes and productivity of the team.
    • To attend meetings when required with Admin Managers / Client Managers / Lead System Consultants and Clients to discuss interface file processes / best practice procedures / improvements to processes / recommendations to resolve interface file issues.
    • To have a strong understanding of interface file and SIF processes and to be able to provide sound recommendations for improvements which do not expose Willis Towers Watson to any additional risk factors.
  • To work closely with the Dealing Team to ensure that investments are placed as required and issues with these are reviewed within both teams to take these forwards.
  • To assist with the external & internal audit checks within the Interface Team.
  • To manage the DC Interface Team workloads to ensure achieve all client SLA’s.
  • Be a point of reference on technical and non-standard issues.
  • Ensure work allocated is carried out in accordance with:
    • Practice guidelines.
    • Documented operating procedures.
    • Quality standards.
    • Performance / Service standards.
  • Monitor own workflow and that of junior associates to ensure service levels are achieved.
  • Take the lead in more complex/project work when required.
  • Build and maintain technical, procedural and client specific interface knowledge through experience.
  • Challenge procedures to identify process improvements and pass on recommendations to Admin Manager.
  • Work with the Admin Manager to improve operational efficiency and reduce costs e.g. automation, full use of standard procedures.
  • Ensure team members are fully informed of current events & procedural changes.
  • Contribute to associate training and development.
  • Manage the junior associates to make sure that work is dealt with efficiently and within deadlines.
  • Be responsible for the team members' performance reviews.
  • Assist with recruitment and selection process.
  • Hold regular team meetings.
  • On an on-going basis be the principal Interface Team contact for an agreed list of client projects, and assist the Admin Manager with any interface file related issues.
  • Manage client relationships and ensure clients receive a positive and constructive experience.
  • Communicate effectively with internal and external clients, remembering each client will have a different level of understanding.
  • Gather and analyse individual complaints received and produce report for Administration Manager.
  • In conjunction with the Admin Manager, ensure that all delivery promises and performance standards are achieved.
  • Ensure Interface Team procedures & process notes are kept up to date.
  • Complete annual Scheme external audits and confidently deal with any queries / questions raised.
  • Ensure all work is recorded with clear comments for billing purposes.
  • Maintain 70 - 65% chargeability target
The Requirements
  • Previous experience within a supervisory / managerial role
  • Interpersonal skills to include excellent written and verbal communication.
  • Computer literate.
  • Previous pensions experience is advantageous
  • Significant and proven experience dealing with interface files processing and client relationships.
  • Extremely well organised and be able to manage multiple projects at any one time.
  • Good time management skills and demonstrate ability to organise and prioritise own workload.
  • Able to work to targets and deadlines
  • Must be able to work to a high level of accuracy
Equal Opportunity Employer

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