Job Description

Description

About Willis Towers Watson:

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 enables us to identify the critical intersections between talent, assets, and ideas — the dynamic formula that drives business performance.

Together, we unlock potential.

About Pension Fund Accounting Team:

The Pension Fund Accounting (PFA) teams in Mumbai support onshore teams across the Great Britain and Ireland geographies. Their responsibilities include preparing annual and management accounts, cash flows, and bank reconciliations, as well as handling accounts payable, fund flow forecasting, cash reconciliation, billing, pension payroll processing, statutory reporting, and audit support.

About the Role:

To work within an administration team (Pension Payroll), servicing both member and client queries, and to process pensioner payroll documentation for pension payments in relation to multiple Defined Benefit pension schemes. The role includes supporting the supervision of workloads, training junior team members, and reviewing the work of others to ensure adherence to quality framework procedures.

Roles and Responsibilities:

• Consistently provide a high-quality customer experience to clients and members.
• Handle queries and requests from members and stakeholders using standard correspondence and established procedures, including Know Your Customer (KYC) checks, while maintaining high quality standards.
• Monitor personal workflow to ensure service levels are consistently achieved; prioritise and manage workload effectively while maintaining a rolling schedule of objectives.
• Communicate clearly, professionally, and effectively with clients and members through email correspondence.
• Review and check the work of others in line with standard operating procedures and Know Your Customer (KYC) requirements, ensuring accuracy and quality.
• Support the supervision of workloads and provide training and guidance to junior team members.
• Participate actively in team huddles and operational meetings.
• Continuously identify opportunities to improve service delivery and communicate recommendations to the Team Leader.
• Process pensioner payroll runs in accordance with defined procedures, ensuring accuracy and the highest quality standards.
• Recognise and escalate potential issues and complaint cases in a timely manner.
• Ensure complaint handling procedures are followed and that all complaints are promptly reported and actioned in consultation with the Team Leader.
• Seek clarification and guidance when errors or discrepancies are identified.
• Demonstrate and uphold the firm’s values in all work activities.

Qualifications

• Graduation in any stream

Skills and Experience

• Demonstrated ability to work effectively in a high‑pressure environment while consistently meeting defined performance targets and service delivery expectations.

• Strong interpersonal capabilities, including the ability to communicate clearly and professionally through both written and verbal channels.

• Customer‑focused approach with a strong emphasis on service quality, accuracy, and attention to detail.

• Demonstrated experience in pension administration, with domain knowledge across Defined Benefit and Defined Contribution pension schemes.

• 1 to 3 years of relevant experience in United Kingdom pension administration, including processing transactions related to leavers, retirements, transfers, and death‑related cases.

The Application Process

• 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

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 candidatehelpdesk@wtwco.com .

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