Health & Benefits, Global Head of Business Operations

Responsible for execution of the operational strategy and vision for the Health & Benefits business, leading a global team of business operations colleagues to deliver exceptional client service in our day-to-day operational activities, driving continuous improvement and partnering with business and technology leaders to reimagine service delivery through AI and digital innovation. 

This high-impact role works with the Global Head of Health & Benefits, the WTW Head of Business Operations and senior leadership to execute operational priorities which support the profitable growth objectives for the business  

You will be a member of the Health & Benefits Leadership Team and the WTW Business Operations Leadership Team, with a dual reporting line to the Global Head of Health & Benefits and WTW Global Head of Business Operations. 

Execution of the operational strategy and vision

• Work with business and functional leadership and other stakeholders to ensure an effective operating model that delivers outstanding client service, demonstrating a passion for execution and continuous improvement.

Leading the delivery of outstanding client service

• Ensure operational teams deliver consistently to the client service model expectations, evidenced through proactive use, management, and improvement of reporting metrics.
• Continuously assess and evolve the client service model to anticipate needs and exceed expectations.
• Manage the delivery of service from our global centers and delivery hubs, ensuring a consistently strong, responsive and high-quality global service delivery capability.

Driving process and digital change

• Develop and execute a program of continuous improvement projects that improve service delivery and reduce costs via digitization, process standardization, operational excellence, automation, right shoring and new ways of working. 
• Partner with business and technology leaders to drive innovation by identifying and scaling impactful AI use cases that enhance client outcomes and drive measurable operational improvements
• Partner with business and technology stakeholders to support the development and adoption of global strategic platforms.

Risk, compliance and governance

• Work with risk and compliance functions to deliver a robust operating environment, ensuring all current and future regulatory requirements are met, and ensuring Health & Benefits leadership has the information and controls required to run the business securely. 

People leadership

Responsible for managing, motivating and developing the skills, competencies and knowledge of the global Health & Benefits Business Operations team in line with WTW policies and procedures, including overseeing and managing objective setting, development plans, and performance reviews and fostering an inclusive work environment.

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• Significant knowledge and experience in the Health & Benefits broking sector, working across geographic boundaries.
• Excellent stakeholder management skills. Comfortable working in a matrixed environment. Gravitas and ability to influence and collaborate with senior management. 
• Commercial mind-set, experience of supporting business growth through innovation and change.
• Able to balance demands of BAU client service delivery with a passion for execution and delivery of meaningful change and continuous improvement.
• Able to manage multiple programs and activities to deadlines and budget.
• Knowledge of Lean, Six Sigma, or other process improvement methodologies and experience of applying them to deliver business benefits within an organization.
• Knowledge of process automation / digitization techniques and technologies.
• Able to drive change through AI and automation.
• Team-player. Able to work with people at all levels and flex leadership style to the situation, with a focus on motivating and developing individuals to drive excellence.
• Able to work in a collaborative manner with geography and cross-functional teams including Finance, Human Resources, Technology and Legal to deliver best in class business practices.
• Strong people management skills. Culturally sensitive.
• Strong verbal and written communication skills.

Compensation and Benefits

Base sal