Principal Duties/Responsibilities
Strategy
· Contribute to the creation of the short and long-term Business Unit (BU) strategy in collaboration with
relevant stakeholders and execute agreed strategies.
· Contribute to the development of respective business unit's client service proposition and service
delivery strategy.
Operations Management/Operational Effectiveness
· Ensure operational activities are delivered per the agreed service level agreement.
· Manage workflow, handle escalations, proactively engage resources to address issues and effectively
delegate workload across the leadership team.
· Deliver and contribute assigned operational programs, projects and/or services which are of significance
to the business unit.
· Align with the Simplify – Grow - Transform organizational strategy to deliver continual improvement in
areas such as risk, compliance, quality, and productivity.
· Build and foster high quality relationships with internal / external stakeholders.
· Proactive approach to identifying stakeholder needs, as well as discussing, developing, and delivering
potential solutions.
· Ensure team adheres to compliance / statutory requirements and operates within the guidelines of
internal & external regulators.
· Collaborate with other teams to improve client satisfaction.
People Management/ Development
· Develop effective succession planning for oneself and all critical roles within the team.
· Develop line managers through coaching and teambuilding while serving as an escalation point for
operational issues and complaints.
· Work with Human Resources to manage talent recruitment, development, and retention requirements for
the business unit.
· Setting appropriate goals & expectations for the team and conducting periodic and annual performance
reviews for all direct reports.
· Build and develop inclusive & diverse teams.
Resource Planning:
· Forecasting and planning of resource requirements
· Manage resources efficiently through peaks and troughs in the business cycle.
· Ensure contingency planning is in place for critical resources.
Top 5 Competencies
· Focusing on Clients
· Conflict Management
· Driving Excellence
· Influencing Stakeholders
· Developing Talent
· Adapting to Change
Required Qualifications, Skills, Knowledge, Experience
Knowledge/Experience:
· Good understanding of Accounting & Insurance Principles preferable.
· Proven track record of providing excellent levels of client service across varied processes & stakeholders.
· Knowledge and experience in organizational effectiveness and operations management, including the implementation of best practices.
· Broad operations expertise which encompasses coordinating with diverse logistical functions such as operations, IT, compliance, and risk.
· Critical thought process, analytical & strategic skills.
· Demonstrated leadership and vision in managing teams and major projects or initiatives.
· Excellent interpersonal skills and a collaborative manage
Qualifications:
· Any Graduate / Postgraduate
Skills:
· Excellent verbal and written communication skills.
· Good Interpersonal skills
· Good Analytical skill
WTW is an Equal Opportunity Employer
