A fantastic opportunity has arisen for an operations Manager to join our FINEX business unit. You will be required to deliver technical and operational excellence to the Practice teams, ensuring that all outcomes support the overall strategic objectives of the business unit, and effective, efficient, proactive and embedded operational excellence.

The Role : 

Operations:
•   Contribute to defining documentation that is accurate and CEM compliant and managing template requirements
•   Responsible for collating current data on all tax issues relevant to the business, disseminating this to the BU, training staff and updating as necessary
•   Work with Central Facilities Team to coordinate use/renewal/training/recording of Facilities as required
•   Brief all Technical issues; agree Terms of Reference; provide Technical news updates for internal distribution
•   Coordinate and brief on all Market Security and Solvency issues
•   Work with Client Advocates and Placement Specialists to ensure that Client needs are being met and that any technical issues are actioned / resolved speedily
•   Ensure that applicable Practices are operating to Group, Global and/or prescribed standardised policies, procedures and service standards
•   Ensure all relevant staff are appropriately trained on the relevant systems, procedures, and policies
•   Develop training materials and conduct training where required
•   Liaise with all relevant internal operational executives and groups who provide support on and accountability for operational efficiency, accuracy and excellence e.g. CD Liaison, BPG
•   Support and liaise with the A&S function to facilitate the achievement of annual A&S targets, and in any required liaison with relevant clients on credit control matters
•   Ensure that any data or IT systems related strategy or work is channelled through the appropriate governance bodies (such as GB Tech, IT etc.) to ensure robustness of process, controls, software, requirements and data integrity
•   Nurture and maintain a culture of continuous process improvement and operational excellence
•   Foster and maintain collaborative and professional relationships with colleagues across all locations including Mumbai
•   Deliver training as required to Placement Operation Specialists and provide feedback on corrective action to improve performance
•   Assist with the resolution of complex queries
•   Developing and maintaining operational excellence through the proactive use and management of reporting metrics
•   Support the overall operational governance and decision making process for LoB
•   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
•   Support the Operations Director and Technical Director in ensuring the applicable Practices have appropriate resource, knowledge and controls to ensure an embedded first line of defence is in effect
•   Assist in the training of all relevant compliance policies and procedures, and ensure that the refresher training is provided or attended or completed on-line
•   Maintain a proactive relationship with the BU Compliance Officers, and with Group Compliance
•   Monitor and manage Business Unit controls such as 2nd pair of eyes, self-assessment file reviews, control risks self-assessment forms etc. 
•   Co-operate with Internal Audit, and exemplify a culture that is open to the value derived from reviewing work for control and efficiency improvement
 

Conduct Risk Responsibilities: 
•   Responsible for regulatory issues relating to the business of the BU, disseminating the information, ensuring all members of the BU are aware of these and have been suitably trained (with regular updates)
•   To identify and confirm that all colleagues in the applicable Practices are adequately trained and competent to enable them to be successful in putting the interests of clients and the integrity of the market at the heart of the way they do business.
•   Contributes to by promoting operational efficiencies and technical excellence
 

Strategy: 
•   Support the LOB Leader and executive teams in the delivery of Business Unit strategic plans 

Growth:
•   Support the development of business opportunities through the provision of excellent operational services
•   Enhance the reputation of the Business Unit as a center of operational excellence both internally and externally
•   Deliver complete and accurate system data in order to benefit from accurate client data and revenue analysis
 

Financial:
•   Actively seek to improve margins through promoting and achieving operational quality and efficiency 
•   Ensure the applicable Practices comply with the Group’s revenue recognition policies 

• Preferably educated to degree level, and preferably with professional qualifications of ACII or similar
• Accreditation in Lean or other process improvement methodologies desirable
• Significant experience in insurance broking sector
• Proven track record of delivering excellent levels of client service through an operational function
• Understanding and experience of working in partnership with other support functions, e.g. Sales, HR, Finance, Risk, Compliance, Legal
• Experience of working in a high pressure and results oriented environment, with capacity to deal with and endorse change
• Experience of successfully implementing initiatives to drive operational excellence
• Operational experience which encompasses knowledge of managing diverse logistical functions
• Good working knowledge of FCA regulations

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.