WTW Outsourcing business(OGB) delivers high quality pension administration services and solutions to clients in GB, Ireland, Germany and Asia. We provide fully outsourced pension administration services or co-sourced services, where we supply our services and support clients to administer their schemes.
OGB is currently the largest provider of pension administration services to the top 200 private sector funds including a number of high street banks. OGB also supports the LifeSight master trust product and OneDB which is WTWs bundled pension solution.

The Role
The Programme Manager - Client Services Delivery is responsible for a Client’s portfolio of programmes and projects playing a pivotal role between the Client and Outsourcing Great Britain (OGB)’s internal delivery functions. This role works in tandem with existing functions (Client Relationship Managers, Admin Community Lead & Functional Leads (inc. Product)) to bring a holistic Client Centric view of change

Responsibilities 

Strategic (client) Portfolio Approach: 

Advises and shapes the Portfolio's strategic direction, approach, activities, timings, and deliverables in support of servicing the Client and Client growth. Brings holistic understanding of the broader context of the Client account (e.g. work stream activities, stakeholder needs, business integration, regulatory requirements, product development) to provide input into the portfolio approach while engaging with the Client as necessary. Partners with CRM, Ops Lead and Client to build a pipeline of change for the Client

Stakeholder Engagement: 

Leads stakeholder engagement efforts in the Portfolio both internally and with the Client (e.g. being the go-to person to liaise directly with the client and internal programme work stream leads) listening, negotiation and acting on stakeholder issues/topics Creates a positive and collaborative stakeholder environment and ensures the right balance and approach to tasks requiring collective input, tasks for individual separate working, ‘in person’ meetings and remote working Develops strong relationships and trust with the Client and internal stakeholders Chairs monthly steering forum, producing monthly executive reports

Delivery Management: 

Key escalation point for client concerns/issues relating to project delivery and for internal delivery teams where support is needed to overcome barriers to Portfolio, programme or project delivery. Provides governance and oversight of portfolio delivery, tracking progress against plan, key contractual milestones and managing dependencies Has a deep understanding of the tasks, progress, risks/issues and delivery readiness and ensures that oversight is transparently shared with the Project Management Office (PMO) Tracks and reports on cost of change (actuals and forecast). Ensures accurate reporting against plan and attends key governance forums, steering committees (internal and Client) to represent WTW to include:  Status and commentary for each project  Resource forecast and status Portfolio, programme, and project financial status Ensures alignment of critical milestones across the work streams or projects and performs risk and schedule impact assessment for any schedule changes due to movement of any of the critical or interdependent milestones. Supports Business Solutions in the definition and approval of business cases for new change requests. Partners with functional leads to provide oversight on delivery capacity within the Client portfolio, inputting to prioritization of resources within the Client portfolio (based on client expectation, project needs and revenue)

Team/People: 

Matrix Management of a broad group of functional resources Develops strong and trusted relationships with stakeholder across the business  Drive and motivate success in our deliveries  

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. 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. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution. 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. Please speak to your recruiter to discuss more.

The Requirements

Extensive Client-facing experience working within Financial Services / Pensions Industry.Extensive programme management experience working with a broad range of projects across multiple technologies and Lines of Business.Extensive experience from within Financial Services / Pensions industry.Highly experienced and knowledgeable of waterfall project delivery methodologies. Strong business acumen to understand the relevant business objectives and issuesSelf-assured and able to develop strong Client relationships, understanding their needs and ensuring that these are fulfilled.Self-motivated with a high level of initiative/drive.A strong negotiator, with good influencing skills.Strong skills in problem solving, planning and budgeting.Extremely organised, with the ability to make intelligent decisions when faced with competing priorities. Highly collaborative and able to pull information from others with minimal impact / oversight. Communicates with all levels of seniority effectively.Detail-oriented and able to cross-check and ensure accuracy of detailed documents.Thrives and drives delivery in a busy, demanding and changing environment.Builds strong working relationships, leading teams and being an integral member of the team.

 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. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@willistowerswatson.com.

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