This role will be an integral part of the Outsourcing North America – Health & Welfare leadership team who will manage a very talented technical team that delivers solutions to our clients around the globe.

The Role

• Lead the Manila team and deliver operational activities for ongoing clients under Data Services Team (DST).
• Work with Manila and US Leaders, Manila Health & Welfare (H&W) Operations Leader, and Manila management team to achieve business plans with respect to operational targets, client delivery, and staff management.
• Implement processes and practices to achieve Operational Excellence.
• Establish relationships and actively partner with DST leadership on essential operational aspects such as forecasting, staffing, hiring, and performance improvement plans.
• Collaborate with business and operations leaders to provide strategic and tactical inputs in shaping DST operations that streamline processes and optimize service delivery.
• Support and/or lead implementation of practices, tools, and methodologies that optimize work processes geared towards improving efficiencies, productivity, and the overall client experience.
• Proactively identify, communicate, and mitigate business issues/risks and contribute to developing solutions.
• Manage root cause analysis (RCA) to ensure exposure to other clients is mitigated. Additionally, review past RCAs prior to the annual enrollment to prevent repeat issues.
• Support new hire onboarding and ongoing training. Identify training gaps and provide solutions to bridge those gaps.
• Data entry – update reporting for WIP, Staffing, and upcoming projects.
• Audit Issue Tracking System and Azure Dev Ops boards to highlight risk areas.
• Handle PTO requests, equipment allocation, and maintenance for Manila colleagues.
• Administer AllSec, a Manila-specific tool, ensuring its effective use and support.

The Requirements:

• Bachelor’s degree in Information Technology, Engineering or a related field
• Minimum of 5 years relevant experience managing a technical team
• Strong leadership and team management skills
• Excellent problem-solving and analytical skills
• Proven experience in developing and implementing operational policies and procedures
• Solid interpersonal skills and client service orientation 
• Ability to work under pressure and manage multiple priorities
• Ability to work both independently and on client teams, including virtual work teams with members in different geographic regions. 
• Strong organizational abilities and flexibility to work in a performance-driven environment managing multiple project priorities 
• Sense of accountability, owning one’s work and taking pride in it; commitment to quality and continuous improvement 
• Willing to work on EMEA shift and ability to work extended hours as needed

WTW is an Equal Opportunity Employer