Retirement Service Coordinator
Job Description
The Company
WTW is an award-winning advisory, broking and solutions company that helps clients around the world turn risk into a path for growth.
The Lisbon Regional Delivery Center is a WTW center of excellence that enables WTW’s business operations and consulting teams to grow, simplify and transform. The center has been in place for more than 15 years and works in close partnership with consulting teams, software developers, business specialists and WTW’s regional and global centers.
Today, the Lisbon Center has more than 400 colleagues who collaborate with strong commitment to WTW values: Client Focus, Teamwork, Excellence, Integrity and Respect.
The Role
As a Service Coordinator, you will act as the main point of contact for stakeholders, ensuring seamless communication, aligned expectations and consistently high-quality service delivery.
You will oversee resource allocation and workflow across Delivery Managers, partnering closely with the Leadership to remove barriers, coordinate priorities and drive actions that improve KPIs and service performance.
This is a management-minded role with a strong focus on people leadership, service improvement and operational excellence. You will motivate teams, lead change within the service line, and embed consistent expectations for innovation, AI adoption and literacy, change management and emotional intelligence.
What will you do?
Serve as the main stakeholder point of contact, defining the right communication cadence, managing expectations and ensuring clear follow-up on agreed priorities.
Oversee resource allocation and workflow across Delivery Managers, re-balancing capacity against demand and helping the team respond effectively to changing priorities.
Partner with Leadership to remove delivery barriers, align cross-functional activity and coordinate actions that improve service performance.
Set team performance goals aligned with leadership strategy and motivate teams through open communication, clear priorities and a strong performance culture.
Ensure Excellence guidelines are followed, track KPI performance and coordinate corrective actions where quality, productivity or timeliness trends require attention.
Lead service and process improvement initiatives, coordinating input from SMEs and Delivery Managers to drive standardization, efficiency and measurable quality gains.
Support hiring, onboarding and training activity to ensure the right people, skills and resources are in place to support continuous improvement.
Communicate and escalate service and people concerns to leadership in a timely way, ensuring transparency, accountability and clear action ownership.
Scope, plan and drive change within the service line, embedding operating rhythms, adoption controls and continuous improvement routines.
Create influencing strategies with senior stakeholders, balancing short-term operational needs with longer-term strategic challenges.
Champion innovation, AI adoption and literacy, change management and emotional intelligence as core expectations of the service line.
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Where we are
We have colleagues all around the world, working remotely or in our offices. Together, we make a difference for clients in over 140 countries and markets, from the Middle East to Latin America, from Manila to New York.
