Overview
We are seeking a dynamic and experienced Operations Leader to join our GB Retail team, providing strategic governance and operational support to ensure exceptional client service delivery within a compliant and efficient framework. This role will lead the GB Retail Operations Management and Facility teams, driving performance, continuous improvement, and alignment with wider CRB business goals.
Responsibilities
* Operations leadership: provide governance and support to GB Retail in the delivery of excellent client service within an efficient and compliant framework; lead the GB Retail Operations Management and Facility teams.
* Service delivery: ensure high-quality service to carriers and GB Retail client teams by the Facility Hub team.
* CRB contribution: be a proactive member of the CRB Operations Director community and, where appropriate, lead or assist with successful delivery of projects across CRB LOBs.
* GB Retail leadership: be a proactive member of the GB Retail Leadership team.
* Leadership duties: support the operational governance and decision-making process for GB Retail; build and manage relationships within the peer group and with internal/external sources; identify opportunities to share and exchange best practice; perform other duties commensurate with position or level of responsibility; maintain relevant experience and qualifications required for the role.
* People management: provide leadership and guidance to the team, maintain integrity, motivation and morale; develop staff through training and development; promote a respectful environment; collaborate with Human Resources to recruit staff; manage performance with clear objectives and regular feedback; conduct appraisals in line with firm standards.
* Operational: ensure GB Retail teams operate to Willis operational requirements, implement new procedures and improvements as appropriate; optimize effectiveness through consistent assignment of colleagues to correct roles and locations; support and drive the CRB GB Operations plan; evidence operational excellence and drive improvements through reporting metrics; share and deliver best practice with CRB Operations teams; provide operational direction and guidance to GB Retail teams.
* Business Change: engage with Group or BU led changes to understand requirements and deliver appropriate solutions; ensure delivery requirements are understood and appropriate solutions are developed; assess impacts during implementation and consider risks and opportunities to client service delivery; collaborate with central teams to maximize project value and mitigate risks; assist with successful implementations.
* Conduct Risk: understand regulatory requirements and their impact on CEM and GB Retail processes; work with Compliance Risk and other functions to ensure processes protect clients and market integrity.
* Financial: support cash collection and aim for favorable debt positions; drive growth through GB Retail Facility Hub; optimize resources including offshore support; maintain first line of defense and ensure training and controls are in place; develop and maintain relationships with Compliance and Group teams; support control reviews and encourage continuous improvement; cooperate with Internal Audit to enhance control and efficiency.
* Other duties: uphold Willis values; manage stakeholder relationships at senior levels; coordinate interaction with recruitment; hold colleagues accountable for performance and consequence management; manage interactions with 2nd and 3rd line functions.
The above list is intended to reflect the role as accurately as possible and may be revised if duties change. It may include tasks commensurate with the role or level of responsibility. Preferably educated to a degree level with professional qualifications (CII / Leadership / Project Management or similar).
Qualifications
* Excellent management and leadership skills with a proven track record of delivering high levels of client service through a large-scale, matrixed operational function.
* Strong communication, negotiation and influencing skills.
* Good understanding of Willis and GB Retail products and services.
* High levels of business and financial acumen with understanding of company strategy, operating environment and business objectives.
* Understanding of core business improvement principles and techniques.
* Strong problem-solving skills.
* In-depth knowledge of operational best practice and experience implementing processes, procedures and standards in an operational role.
* Proven experience of change management and delivering major change initiatives in an operational function.
* At WTW, we believe difference makes us stronger. We are an equal opportunity employer committed to fostering an inclusive work environment and embracing diversity.
* We operate a hybrid work model with a mix of remote, in-person and in-office interactions, depending on team, role, and client needs.
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