Technical Manager DC Pensions

LifeSight, WTW’s DC master trust, represents one of our biggest business growth opportunities in the UK. Our growing business has already quickly gained a foothold in this exciting market supported by a targeted approach to the market to make us stand out against our competitors. Our objective is to become the pre-eminent player in outsourced pensions for large companies and to be a market leader and innovator in the field. We expect LifeSight to become one of the largest UK pension plans in terms of assets under management. We have secured in excess of £20bn of assets under management and over 400,000 members with a pipeline which will enable us to grow this exponentially over the coming years.

The LifeSight Technical Manager role is an exciting opportunity and pivotal to LifeSight as we grow. Reporting into the LifeSight Op Ex Manager, you will provide technical guidance across the LifeSight Customer Care team (for complex queries/cases) as well as the Technical & Quality team, including line management responsibilities for the Complaints Manager and wider complaints team. This is a broad and stimulating role and essential that the successful candidate is flexible whilst maintaining a positive outlook.

The majority of our colleagues work in a hybrid style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements.

The Role

• Oversee and deliver technical support to the LifeSight Administration and Service Centre teams on technical pensions matters, including casework, answering ad hoc technical queries, providing technical input to and reviewing member communications, and supporting development and delivery of training.
• Act as a technical escalation point where the Customer Care team need support, providing instructions to the team by clarifying legislation, letter wording or procedural guidance.
• Work with the LifeSight Risk, Governance and Compliance Manager to develop LifeSight strategy and approach to adopting new legislation and material modifications to existing legislation, for approval by central LifeSight Governance.
• Support the LifeSight Risk, Governance and Compliance Manager and OpEx Manager with the ongoing monitoring of the strength of process and systems to reduce risk to LifeSight, through provision of technical support.
• Partner with Quality Assurance Manager on internal audits where technical support is required.
• Work with the Service Delivery Manager and Op Ex Manager to shape and roll out changes to services and procedures because of legislative changes.
• Work closely with the LifeSight Training Manager to support technical coaching and mentoring of colleagues as required and writing training materials.
• Provide guidance to the Complaints team and Customer Care team regarding the LifeSight complaint process if required.
• Responsible for maintaining LifeSight admin process and procedures documentation and ensure they align with scheme rules and other LifeSight policies and procedures.
• Keep up to date with relevant legislation, regulations, ICO guidelines, PO determinations, TPR/FCA newsletters and technical best practice (as relevant to LifeSight).
• Responsible for disseminating technical and procedural updates in a timely manner, working closely with the LifeSight Technical & Quality team and OGB stakeholders to agree compliant, legal and technical solutions.
• Represent LifeSight at central OGB technical forums with respect to legislative change.
• Act as line manager for the LifeSight Complaints Manager/s.
• Attend trustee meetings and participate in new business presentations as required.
• Support the onboarding of new clients if technical input is required.

Qualifications

The Requirements

• Demonstrable problem solving, critical thinking and reasoning skills.
• Extensive experience of dealing with occupational DC pension schemes and/or DC Master Trust.
• Strong understanding of HMRC and The Pension Regulator’s requirements for occupational DC pension schemes and master trust requirements.
• Self-motivated with a high level of initiative/drive.
• A strong leader and negotiator, with good influencing skills.
• 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 the removal of escalated blockers.
• Strong presentation skills with the ability to communicate with all levels of seniority effectively.
• Detail-oriented with the ability to cross-check and ensure accuracy of detailed documents.
• Ability to thrive and drive delivery in a busy, demanding and changing environment.
• APMI Qualified or substantial progress towards qualification – an advantage.
• Able to work in a collaborative way and to foster an inclusive team culture.
• The aptitude to learn, value add and benefit realization understanding, with the LifeSight vision in mind.

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity. We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants.