Head of Operations

-The Role

PEOPLE

• Work with HR Business partners to recruit, interview and hire service colleagues
• Work with L&D and other resources to provide educational opportunities for colleagues to develop and progress within the organization
• Drive and support WTW I&D efforts, increasing pipeline of underrepresented talent
• Work closely with L&D to implement training programs to onboard new and develop existing colleagues
• Identify, lead and mentor Team Leaders 
• Identify and develop SME's, Mentors, business champions and colleagues with leadership potential
• Support colleague retention through active colleague development planning and implementation
• Partner with HR to identify performance improvement opportunities, develop and implement action plans
• Complete timely annual and mid-year performance reviews as well as regular check-in calls

CLIENTS

• Collaborate with leadership to review NPS results and client interviews to identify opportunities for improved client service
• Support the utilization of Broking Platform
• Act as point of escalation for client issues
• Oversee timely processing of client deliverables (i.e. policy checking, endorsements, audits, certificates and auto ID's)
• Oversee timely processing Retro Audits

FINANCIALS

• Accurate and timely Forecast Management with Sales Operations team
• Review and document collection efforts to drive positive AR and Specific Reserve results
• Act as point of escalation to client for AR and Specific Reserve issues 
• Monitor Power BI report to drive Invoice timeliness
• Drive successful and timely month/quarter/year end close

OPERATIONAL EXCELLENCE and INNOVATION

• Ensure accurate and timely document management 
• Monitor and drive utilization of Service Hub
• Drive understanding, adoption, and adherence of Global Excellence Model
• Monitor management systems for data integrity excellence
• Support Strategy & Delivery structure and drive collaboration between teams
• Conduct random file reviews to ensure RMS Utilization (Strategy) and Operational Excellence (Delivery)
• Partner with Broking and client resource teams to ensure highest level of client service 
• Monitor deliverables for appropriate scope of services based on client size
• Drive collaboration with Service Center/Centralized teams

“This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.”

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

-The Requirements

• 10 years of experience in Leadership/Operational role or demonstrated capabilities to complete role responsibilities.
• Advanced understanding of WTW processes, procedures, and technology tools.
• Develops, coaches and mentor’s talent to perform at the highest levels while connecting talent across the business.  Understands the importance of and works to develop a diverse team.
• Strives for excellence and continuous improvement individually and for the team.
• Embraces change and leads team successfully through by helping others understand reasons and positive impacts
• Communicates vision for the future and motivates others to embrace and commit to strategy.
• Inclusive Leadership – recognizes and mitigates biases. Acts as a role model for building and supporting a diverse team
• Generates ideas and new approaches within team as well as across business/function, encouraging others to generate ideas. 

 

Compensation and Benefits 

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, perform