Pension Administrator - Evening Shift

This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. 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 allows us to see the critical intersections between talent, assets and ideas — the dynamic formula that drives business performance.

Together, we unlock potential.

About Pension Outsourcing Team

The Pension Outsourcing Team within WTW forms a core part of the firm’s Health Wealth & Career (HWC) segment. The Pensions Administrator will be part of an administration team responsible for servicing member and client queries related to defined benefit pension schemes. The role supports high‑performing pension operations through accurate administration, client servicing, reporting, and collaboration with onshore and offshore stakeholders, while upholding organizational values and service standards.

About The Role

• This role sits within the Retirement Business Unit and focuses on providing high‑quality administration support for Defined Benefit (DB) pension schemes — primarily for North America/Canada.
• The role of Administrator is to work within an administration team servicing both member and client queries in relation to defined benefit pension schemes.
• Key Responsibilities
• 1. Billing Operations Support
• Accurately complete timesheets within agreed timelines to support billing accuracy.
• Ensure individual chargeable hours targets are met in line with business expectations.
• Monitor personal workload and delivery time to ensure efficient utilization of billable time.
• Support administrative processes linked to client billing and operational tracking.
• 2. Service Delivery
• Deliver high‑quality pension administration services for defined benefit pension schemes, ensuring accuracy, consistency, and timeliness.
• Process routine and recurring administration activities such as benefit calculations, forms reviews, and payment processing with guidance from senior team members.
• Respond to member and client queries using approved procedures, standard templates, and service frameworks.
• Maintain a strong client‑focused approach, ensuring all communications meet defined quality and service standards.
• Act as a point of reference for standard automated cases and day‑to‑day operational queries.
• 3. Controls
• Perform manual and automated calculations with a high level of accuracy, ensuring adherence to internal controls and procedural guidelines.
• Identify, flag, and escalate potential errors, risks, issues, or complaint cases in line with established processes.
• Seek clarification and corrective guidance promptly where discrepancies or errors are identified.
• Ensure compliance with firm policies, pension regulations, and client‑specific governance requirements.
• Monitor own workflow to ensure service level agreements (SLAs) and internal quality standards are consistently achieved.
• 4. Continuous Improvement
• Proactively identify opportunities to improve service delivery, efficiency, and client outcomes.
• Share improvement ideas, process gaps, or enhancement suggestions with Senior Administrators or Team Leaders.
• Maintain and regularly update the skills matrix to reflect current capabilities and development goals.
• Take ownership of personal development by identifying learning needs and raising them with the Administration Co‑ordinator.
• Demonstrate and embed the firm’s values and behaviors in daily work and decision‑making.
• 5. Collaboration and Stakeholder Management
• Work effectively within the administration team, supporting colleagues during peak workloads and providing holiday cover where required.
• Assist the wider team with more complex cases or project‑based work when requested.
• Build and maintain positive working relationships with internal stakeholders, team leaders, and cross‑regional colleagues.
• Develop a strong understanding of client pension schemes to support informed interactions and service delivery.
• Represent the organisation professionally, reinforcing trust and promoting the brand through high‑quality client and member interactions.rgets are met.
  
  

• 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.
• Experience in either Defined Benefits/ Defined Contribution pension administration
• Experience in Canada/ UK/ US Pension experience essential
  
  

• 3 - 5 years
  
  

• 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