Regional Operations Leader

As the Regional Operations Leader for West and Midwest in Health & Benefits North America (H&BNA) you are responsible for executing operational priorities which support the strategic and profitable growth objectives for the business. 

This includes supporting the delivery of outstanding client service, driving process improvement and change initiatives, supporting the adoption of technology and driving business-as-usual responsibilities around risk, compliance and governance. 

The role reports to the Head of Business Operations H&B NA with matrix reporting to regional leaders.

The Role

Implement operations strategy

• Work under the direction of the Head of Business Operations to implement an effective operating model that supports business objectives around the delivery of outstanding client service, client segmentation, increased use of data and technology and the delivery of innovative solutions
• Work on other strategic and tactical projects as needed.

Supporting the delivery of outstanding client service

• Operationalize the target operating model, enabling consistent client workflow processes, demand planning, and execution of business operations
• Drive engagement between onshore and offshore teams to ensure effective integration of offshore colleagues into client teams
• Provide direction on process reviews to validate the current process maps and standard operating procedures. 
• Support end-to-end reviews to optimize and continuously improve client service
• Ensure service escalations are managed in an effective and timely manner
• Ensure lessons learned are conducted on escalations and outputs are used to inform process improvement 

Driving process excellence and support adoption of technology

• Execute on continuous improvement projects that improve service delivery and margins via digitization, process standardization, automation, right shoring and new ways of working
• Support the adoption of strategic technology tools within the Regions
• Support or where appropriate lead the execution and change management on activities impacting the Regions
• Lead other operations projects as directed by the H&B NA Operations Leader or Region Leaders

 Risk, compliance and governance

• Work with finance, risk and compliance functions to deliver a robust operating environment, ensuring all regulatory requirements are met within the Region(s), and ensuring H&B NA leadership has the information and controls required to run the business securely. 
• Drive adoption of appropriate H&B Excellence processes and act as an Excellence champion

People leadership

• Responsible for managing, motivating and developing the skills, competencies and knowledge of onshore and offshore team members in line with WTW policies and procedures, including overseeing and managing objective setting, development plans, and performance reviews and fostering an inclusive work environment