Director – Sales Operations Business Partner

WTW's Health, Wealth and Career (HWC) business segment makes a difference to the health, financial wellbeing and work of millions of people. We do this by sorting through complexity and challenging the status quo to find inspired answers.

You will be part of our exciting and innovative HWC Sales Operations team which is responsible for creating an effective and efficient sales infrastructure to drive accelerated growth and an excellent client experience. This is an opportunity for an ambitious professional to further advance their career.

The Role

Director – Retirement Sales Operations Business Partner

You will play a critical role in supporting Retirement leadership, acting as a trusted partner to senior stakeholders and enabling effective execution of sales priorities through data, reporting, insight and process support.  You will primarily support North American activities but, where needed, the scope of the activity may be global.

This role is critical to the execution and enablement of the Retirement business strategy. It requires strong stakeholder management, proactivity, sound judgement, comfort operating amid evolving processes and the ability to prioritize across global and regional demands. 

The role reports into HWC Sales Operations leadership and works closely with Retirement business and sales leaders as well as Sales Operations colleagues across regions.

Specific responsibilities will include:

Strategic Partnership & Sales Enablement

• Contribute to sales strategy discussions by providing insight and structure across: 

  • Annual planning relating to sales-focused activities

  • Market segmentation, opportunity identification and cross-selling

  • Pipeline management, lead tracking and sales forecasting

Sales Performance, Reporting & Insights

• Deliver leadership-ready reporting and insights that support decision making and prioritization, including the ongoing management of Retirement market metrics.

• In coordination with Marketing, ensure that sales campaigns are appropriately measured and outcomes are shared.

Operational Delivery & Seller Support

• Implement and maintain standardized processes which support senior Retirement sellers in their day-to-day sales activities.

• Oversee and guide a centralized offshore support team, ensuring timely, high quality handling of queries and requests made by senior Retirement sellers.

• Act as a senior escalation point for more complex operational or data related issues, applying judgement to resolve or redirect appropriately.

• Support Lead Relationship Managers of complex accounts, providing targeted operational and commercial insight to support successful client outcomes, as needed.

Tools, Data & Process Adoption

• Work with Retirement leadership to drive adoption of global Sales Operations tools and processes, including CRM related training and enablement.

• Coordinate initiatives focused on CRM data integrity and hygiene, partnering with Business Operations and other stakeholders as required.

• Support the delivery of global standard Sales Operations processes for Retirement and contribute input into future enhancements, including: 

  • Account planning

  • Client Satisfaction (reporting, insights and follow-up)

  • Clients at Risk (monitoring, reporting and visibility)

Leadership Engagement & Decision Support

• When needed, actively participate in Retirement growth/sales meetings, using data and insights to shape discussion, decisions and priorities.

• Own or support meeting follow-up actions, ensuring agreed outcomes are tracked and progressed.

Collaboration, Influence & Stakeholder Management

• Build and maintain strong, credible relationships with senior Retirement stakeholders, including business, sales and business operations leaders and key internal partners.

• Work closely with the HWC Global Sales Operations Leader to meet the evolving Sales Operations needs of the Retirement business and to deliver priority initiatives and special projects.

• Where appropriate, partner with local Sales Operations colleagues to align local Retirement sales operations activities with global Retirement priorities and processes, and to drive adoption of best practices.

Continuous Improvement & Capability Building

• Identify opportunities to enhance or develop tools, processes and ways of working that improve efficiency, insight and seller experience.

• Develop junior colleagues and undertake people management responsibilities, where applicable.

Professional Representation

• Represent the Sales Operations function and WTW with integrity, credibility and professionalism in all interactions.