We are seeking a dynamic and experienced Operations Leader to join our GB Retail team, providing strategic governance and operational support to ensure exceptional client service delivery within a compliant and efficient framework. This role will lead the GB Retail Operations Management and Facility teams, driving performance, continuous improvement, and alignment with wider CRB business goals.

The Role 

• To provide operations leadership, governance and support to GB Retail in the delivery of excellent client service within an efficient and compliant framework
• To lead the GB Retail Operations Management and Facility teams. 
• Responsibility for the delivery of high-quality service to carriers and GB Retail client teams by the Facility Hub team
• Be a proactive member of the CRB Operations Director community and where appropriate lead / assist with the successful delivery of projects across CRB LOBs. 
• Be a proactive member of the GB Retail Leadership team

Principal Duties/Responsibilities 

Leadership: 

• Support the overall operational governance and decision-making process for GB Retail
• Build and manage relationships within peer group, both internally and externally 
• Work with internal and external sources to identify opportunities to share and exchange best practice
• Any other duties commensurate with position or level of responsibility 
• Maintain relevant experience and qualifications required for the role

People:

• Provide leadership, direction, advice and guidance to the team maintaining high levels of integrity, motivation and morale
• Maintain staff competence by supplementing existing skills with appropriate training and development, to enable them to perform to their highest potential and meet the requirements of the business
• Establish an environment that promotes respect for the individual employee and adheres to the policies and guidelines of the company
• Work with Human Resources to recruit staff with the correct level of skills and competencies, adhering to the company’s recruitment procedures and best practices
• Manage the performance of the team ensuring staff have clear objectives and get regular feedback on their performance, ensure performance appraisals are conducted in line with the firms’ standards

Operational:

• Work with the CRB Operations and GB Retail Leadership teams to ensure that the GB Retail teams are working to Willis operational requirements, assisting in the implementation of new working procedures and improvements where appropriate.
• Optimize the effectiveness of GB Retail through activities being undertaken consistently by the colleagues in the correct role and location 
• Support and drive the delivery of the CRB GB Operations plan 
• Evidence operational excellence, and drive improvements through the proactive use and management of reporting metrics
• Work with the CRB Operations teams to share and deliver best practice 
• Provide operational direction, advice, guidance and best practice to the GB Retail teams  

Business Change

• Proactively engage with any Group or BU led change to develop a good understanding of the requirement and provide input as to the best way to deliver the project within the business 
• Engagement with the wider operations and change teams to ensure delivery requirements are understood and appropriate solutions are developed
• Assess the impacts of the proposed change that need to be taken into account, including impacts during implementation and risks and opportunities to client service delivery 
• Engagement with central teams and key stakeholders to maximize the value from the project and mitigate any risks and issues 
• Assist with the successful implementation   

Conduct Risk:  

• Understand regulatory requirements and their impact on CEM and GB Retail specific operational processes and procedures. 
• Work with the Compliance Risk and other functional teams to ensure that operational processes and procedures put the interests of clients and the integrity of the market at the heart of the way they do business. 

Financial: 

• In conjunction with GB Retail and other CRB Leadership, this role has responsibility for supporting
• Cash collection and delivery of the most favorable Bad and Doubtful Debt position at quarter end
• MDI Growth through the GB Retail Facility Hub 
• Resource optimization – GB Retail Operations Team and proactive involvement with the Mumbai leadership regarding GB Retail offshore resource
• First line of defense responsibility:
• Support CRB Leadership in achieving / maintaining the appropriate levels of resource, knowledge and controls to ensure an embedded first line of defense is in effect
• Assist in the training of policies and procedures, and ensure that appropriate refresher training is provided or attended or completed on-line
• Develop / maintain a proactive and effective relationship with the Business Unit Compliance Officer, and with Group Compliance
• Proactively support the management and maintenance of the business unit controls such as 2nd pair of eyes, self-assessment file reviews, control risks self-assessment forms 
• Co-operate with Internal Audit, and exemplify a culture that is open to the value derived from reviewing work for control and efficiency improvement

Other duties or responsibilities:

• Uphold the values and objectives of Willis within the Business Unit.
• Stakeholder management at senior level inside and outside of the BU
• Coordinate and manage the interaction with the recruitment process
• Hold colleagues accountable for performance and consequence management
• Manage and deliver successful interaction with 2nd and 3rd line functions

The above list is intended to be as accurate a reflection of the role as possible.  However, it may be revised from time to time if different tasks commensurate with the role or level of responsibility are needed to be performed and/or when circumstances change.

• Preferably educated to a degree level and with professional qualifications, (CII / Leadership / Project Management or similar)

Skills: 

• Excellent management and leadership skills, with a proven track record of delivering excellent levels of client service through a large scale, matrixed operational function 
• Strong communication, negotiation and influencing skills 
• Good understanding of Willis and GB Retail products and services 
• High levels of business and financial acumen with an understanding of company strategy, operating environment and business objectives 
• An understanding of core business improvement principles and techniques 
• Strong skills in problem solving
• An in-depth knowledge of operational best practice and experience of implementing processes, procedures and standards in an operational role
• Proven experience of change management and delivering major change initiatives in to an operational function

Equal Opportunity Employer 

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organization. We embrace all types of diversity.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a” hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.