Job Description

About Willis Towers Watson

Our distinct, connected perspective across talent, assets and ideas unlocks potential for our clients.
While many just look at mitigating the downside, we see how a unified approach to people and risk is a path to growth.
Powered by market analytics and behavioral insight, our integrated teams reveal hidden value within the critical intersections of our clients\xe2\x80\x99 organizations. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals.

Role & Responsibilities:

Operations Management/Operational Effectiveness:

• Lead teams of knowledge intensive colleagues for managing member complaints, quality assurance and trustee discretion / governance & pension solutions.
• Oversee metrics to meet strategic objectives and monitor and evaluate performance of the

team in line with the Service Level Agreements * Maintain effective governance, control systems and compliance requirements of the company.

• Continuously review and establish a robust performance measurement structure for quality assurance
• Drive initiatives that contribute to long-term operational excellence
• Manage stakeholder relationships.
• Lead work transition projects for the BU
• Conduct regular capacity planning & due diligence

People Management/ Development:

• Assist with interviewing and selection of team members and serve as a role model and mentor your team and others.
• Responsible for developing Team Leaders through coaching and team building while serving as an escalation point for the Operations issues and complaints.
• Work with HR to develop & implement a Talent Management strategy for the BU.
• Conduct periodic and annual performance reviews for all direct reports

Top Competencies

• Focusing on clients / enhancing member service
• Driving Excellence / Quality assurance / Analytical bent of mind
• Fostering Innovation
• Influencing Stakeholders
• Working in Teams, Developing Talent
• Adapting to Change

Qualifications:

• Any Graduate / Postgraduate

Knowledge/Experience:

• Experienced leader with proven ability in managing service delivery in complaints and/or quality assurance.
• Knowledge and experience in Pensions and/or Claims domain.
• Able to manage diverse processes with multiple stake holders.
• Proven ability in delivering excellent levels of client service, organizational effectiveness, operations Management & implementing best practices.
• Preferably experienced in conducting transitions/ knowledge transfer activities.
• Ability to establish robust performance measurement structure.
• Highly developed critical thinking and analytical skills
• Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
• Excellent interpersonal skills and a collaborative management style.

Eligibility Criteria

• Last 2 Performance Rating: Meets Expectations or above
• Not on written warning for behaviour or performance within the last 12 months

Experience

• Existing Manager with minimum 12 months of experience in the current role

Willis Towers Watson