Willis Towers Watson Head of Operations & Professional Excellence, GSS GBM in London, United Kingdom

Head of Operations & Professional Excellence, GSS GBM

Date Posted: April 16, 2018


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


The Role

As GBM Operations leader, you will work under the direction of the Head of H&B, Global Services and Solutions and the Non NA H&B Operations Leader to manage client service delivery for GBM clients to:

  • Be responsible for operational activities that support the delivery of coordination services to Global Benefits Management (GBM) multinational clients (either global or regional headquarters)

  • Execute on the operational vision for our GSS H&B business, working with leadership and multiple stakeholder groups, including international consultants, local in-country broking teams and our Global Benefits Center (GBC)

  • Specifically, to ensure the successful deployment of the GBM playbook including the establishment of a sustainable GBC GBM support model in Manila

  • Refine GBM coordination role and model. Drive continuous improvement of processes and efficiency gains

  • Manage and monitor delivery (financials and client service model)

  • Support in determining optimal profitable model for delivery of coordination services

  • Partner with (Non-North America) H&B Operations and Implementation team leaders to ensure GSS viewpoint considered along with local when developing standard processes, tools, report formats etc

  • Troubleshoot and escalate serious client delivery issues as required

  • Develop and improve standard processes, tools and resources related to multi-country support.

  • Develop and delivery metrics for measurement of GBM services globally

  • Work in close collaboration with GBM regional sales lead(s) and take active participation in key sales-related initiatives as well as personal involvement in sales to key prospects

  • Work in close collaboration with regional subject matter experts (e.g. risk benefit financing, expats) to ensure best practice thinking is brought to bear in client delivery, as appropriate

  • Maintain strong working relationship with respective regional H&B leaders and local country H&B leaders for key countries within region

  • In partnership with regional H&B leaders, help train and develop local country delivery champions

  • Project manage and co-ordinate all associated activities

The Requirements

  • Extensive experience in an operational management role

  • Health and risk benefits experience across multiple countries

  • Extensive experience in project management and project planning, Prince2 or PMP certified

  • Experience of managing multiple projects and virtual teams

  • Demonstrable ability of defining processes and related support systems

  • Demonstrable and strong execution track record

  • Experience of working in a high pressure and results oriented environment, with capacity to effectively create, lead, and achieve change quickly

  • Experience of working with offshore and geographically dispersed teams

  • Knowledge of and experience with insurance carriers within region

  • Experience of product development for Health and Benefits solutions

  • Ability to work both independently and with client teams, including virtual work teams with members in different geographic locations

  • Knowledge of insurance structures and processes

  • Prior insurer work experience would be advantageous

  • Demonstrated ability to lead, influence and bring people together

  • Strong organizational abilities and flexibility to work in a performance driven environment managing multiple project priorities

  • Excellent problem solving and analytical skills a must for this job

  • Diligence in identifying, following up and resolving issues

  • Bachelor’s degree or equivalent

  • Ability to travel internationally as required

  • Commitment to supporting and promoting the WTW values of Inclusion and Diversity

The 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 40,000 employees serving more than 140 countries. 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. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com .

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at Willis Towers Watson.

Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


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  • Location:London, England, GB

  • Date Posted:April 16, 2018