Operations Director - North America

The Role 

The Operations Director ensures strong relationships with Global Captive & Insurance Management Solutions (CIMS) North America heads of offices, offshore support, technology, compliance and internal audit teams.  The role reports to CIMS Chief Operating Officer and will be based in North America. The role will be part of the CIMS operations team, and collaborate with Risk & Analytics peers, HR support and external service providers.

This role is remote and can be based anywhere in the US, with a preference for East Coast time-zones. 

Specific Responsibilities

TECHNOLOGY

• To assist CIMS COO in the roll-out of CIMS Tech Transformation Program and new initiatives for the company, ranging from Risk & Compliance tools, Oracle time-tracking and invoicing, WTW-proprietary analytical models, etc.
• Provide leadership for the creation of operations strategy for North America offices.
• To work closely with Domicile heads of offices and support them in operations initiatives and BAU processes.
• Provide extensive support for deployment of insurance management system platform in North America offices.
• Engage regularly with Corporate IT for rolling out any new global technology initiatives relevant for CIMS.

CONTROLS/COMPLIANCE

• Liaison with CIMS North America heads of offices and help further adoption of newly deployed tools e.g. GRC, ERM RACAs, Captives Quantified, etc.
• Monitoring of exposures and risks within the relevant offices and geographies.
• Ensure internal approvals are provided for changes to Master Service Agreements (MSAs) within the business.
• Monitor and control aged-debtors within the business.
• Liaison with Group Compliance and local compliance officers for any regulatory changes impacting the relevant offices and geographies.
• In conjunction with Group Compliance, ensure all compliance requirements are met including Willis Excellence Model, Operational procedures and that required checks are maintained, and appropriate recommendations are implemented.
• Co-ordinate all Internal Audit activities, including assisting with audits and implementing recommendations.

OFFHORE SUPPORT

• Work closely with WTW CIMS Offshore support team (indirect reports c. 30 FTEs) and deliver high service levels, SLAs to internal stakeholders.
• Ensure the production of management accounts, statutory accounts and information, budgets, cash flow statements and supplementary information as required.
• Mentor the WTW CIMS Offshore support team and groom associates for career progression.
• Manage cash requirements of the NA CIMS domiciles/legal entities.
• Ensure high standards of delivery are maintained and monitor/improve KPIs, metrics.

MANAGEMENT

• To provide leadership on, participate in and provide input on strategic and major operational issues.
• Work with the HR business partner help drive all HR initiatives, including mentoring and career development.
• Deputize for CIMS COO, when required. 
• Manage E&O risk through appropriate documentation as well as understanding risk management responsibilities: WEM, Code of Conduct, the reporting of irregularities, HR engagement, etc. and take necessary action when appropriate.  Ensure senior leadership is aware of day to day gaps within captive service team (i.e. level of staff, expertise of staff, any communication issues, etc.)
• Represent CIMS at various Group and segment forums.
• Ensure adherence to Group policies and procedures.

OTHERS

• Attend WTW CIMS North America Management meetings as appropriate.
• Assist undertaking detailed analysis and assessment of investment opportunities – in line with the strategic plan.
• Oversee integration of any investments.

Requirements

• Extensive experience in Business Partnering and stakeholder management.
• Knowledge of captive insurance industry.
• In depth experience in operations/technology in the following areas: IT deployment, Insurance products, and Problem resolution.
• Ability to monitor quality control.
• Project management skills.
• Advanced presentation skills.
• Leadership and stakeholder management skills.
• Experience working with compliance requirements.
• Ability to solve complex issues and communicate highly complex issues to senior stakeholders effectively.
• Ability to influence and negotiate.
• Excellent verbal and written communication skills.

Note: visa employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific j