Head of Operations and Technology at Willis Towers Watson Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 39,000 employees in more than 120 countries.

We are recruiting to fill the position below:

Job Position: Head of Operations and Technology

Location: Nigeria

Job Description
Overview:

• The Head of Operations & Technology is responsible for the delivery and implementation of efficient and cost effective operations functions, ensuring that all outcomes support the strategic objectives of WTW South Africa, while embedding a continuous improvement culture that strives for operational excellence and sustainable long term efficiency.
• The Head of Ops & Tech will also play a critical role in shaping and delivering strategic initiatives, including possible acquisitions, divestitures, integration projects and restructuring while remaining focused on driving and delivering improvements to business performance and cost effectiveness through operational efficiency.
• This role will serve as an effective liaison with the businesses within WTW South Africa and the functional teams including HR, IT, Compliance, Risk, Legal, Finance, WTW Group Audit (internal and external) and Accounting & Settlement. Other critical components of the role include supporting the business in ensuring they have embedded a robust operational control environment (First Line of Defence), particularly focused on supporting new business propositions, as well as supporting the delivery of financial efficiency through focus on cost management and operational efficiency.

Major Accountabilities

• Responsible for delivery of high quality, cost effective operational support to help drive process control and leading levels of customer satisfaction
• Take primary responsibility for establishing, assembling, and approving all operational business plans and sets business direction, develops, implements and oversees operational models to meet the unique needs and business requirements for WTW South Africa
• Leads, directs and motivates direct reports in the end-to-end client service delivery, ensuring the highest possible levels of service through the ongoing management, training and coaching of Associates to meet current future requirements
• Ensures that the function has optimum number and quality of resources required to deliver the functional objectives and that they are effectively controlled and targeted
• Plans, supports and reviews the performance of the function, identifying development needs for both individuals and the team as a whole. Works with HR to optimise training and development opportunities
• Develops, promotes and enhances a culture of “client first” service to ensure consistent delivery of excellent client service and client retention. Works closely with the service team managers to establish the areas of client service that need to be measured in order to maximise the opportunity for achievement of overall objectives
• Leads the delivery of standardised policies, procedures and service standards. Ensures these are understood and followed by the business so that all aspects of risk management, information security, legislation and regulation are managed effectively
• Drives ongoing efficiency and effectiveness of the business to ensure year-on-year delivery of cost reduction and service delivery improvements
• Builds and manages relationships across Willis Towers Watson, and with external partners and suppliers, to align perceived and actual levels of service to all WTW clients
• Supports the CEO/Business in ensuring the appropriate first line of defence controls are in place

Knowledge/Skills/Behaviours

• Bachelor's or Master's level Degree, preferred
• Experience working within the general insurance broking business, understanding of the industry and processes
• Experience with a formal process improvement methodology (Six-Sigma, Lean, TQM, etc.) and personal history applying them to deliver business benefits within and organization. Certification a plus.
• Ability to influence and effectively manage all stakeholders
• Ability to structure and present complex ideas and data
• Ability to work with 3rd party consultancies to deliver results
• Proven track record of delivering excellent levels of client service through an operational function
• Understanding and experience of working in partnership with other support functions, e.g. Sales, HR, Finance, Risk, Compliance, Legal
• Experience of working in a high pressure and results oriented environment, with capacity to effectively create, lead, and achieve change quickly
• Experience of successfully implementing initiatives to drive operational excellence
• Operational experience which encompasses knowledge of managing diverse logistical functions
• Good working knowledge of relevant regulations
• Process orientated, an organiser with strong planning ability and attention to detail
• Strategic thinker who can decompose complex issues and find solutions.