Job DescriptionAs the Regional Operations Leader for New York and Northeast Regions in Health & Benefits North America (H&BNA) you are responsible for executing operational priorities which support the strategic and profitable growth objectives for the business.This includes supporting the delivery of outstanding client service, driving process improvement and change initiatives, supporting the adoption of technology and driving business-as-usual responsibilities around risk, compliance and governance.The role reports to the Head of Business Operations H&B NA with matrix reporting to regional leaders.
The Role Implement operations strategy- Work under the direction of the Head of Business Operations to implement an effective operating model that supports business objectives around the delivery of outstanding client service, client segmentation, increased use of data and technology and the delivery of innovative solutions
- Work on other strategic and tactical projects as needed.
- Supporting the delivery of outstanding client service
- Operationalize the target operating model, enabling consistent client workflow processes, demand planning, and execution of business operations
- Drive engagement between onshore and offshore teams to ensure effective integration of offshore colleagues into client teams
- Provide direction on process reviews to validate the current process maps and standard operating procedures.
- Support end-to-end reviews to optimize and continuously improve client service
- Ensure service escalations are managed in an effective and timely manner
- Ensure lessons learned are conducted on escalations and outputs are used to inform process improvement
Driving process excellence and support adoption of technology
- Execute on continuous improvement projects that improve service delivery and margins via digitization, process standardization, automation, right shoring and new ways of working
- Support the adoption of strategic technology tools within the Regions
- Support or where appropriate lead the execution and change management on activities impacting the Regions
- Lead other operations projects as directed by the H&B NA Operations Leader or Region Leaders
Risk, compliance and governance - Work with finance, risk and compliance functions to deliver a robust operating environment, ensuring all regulatory requirements are met within the Region(s), and ensuring H&B NA leadership has the information and controls required to run the business securely.
- Drive adoption of appropriate H&B Excellence processes and act as an Excellence champion
People leadership- Responsible for managing, motivating and developing the skills, competencies and knowledge of onshore and offshore team members in line with WTW policies and procedures, including overseeing and managing objective setting, development plans, and performance reviews and fostering an inclusive work environment
QualificationsThe Requirements- Significant and detailed knowledge of employee benefits and/or health & welfare
- Operational or complex project management experience
- Experience in managing multiple projects as part of a virtual team
- Experience with projects requiring significant change management efforts
- Demonstrable ability to define processes and related support systems
- Proven ability to diagnose issues and propose solutions
- Ability to influence and collaborate with senior stakeholders and work across all levels of an organization
- Experience working with risk management and quality management frameworks and dealing with compliance issues
- Exceptional attention to detail
- Excellent leadership, interpersonal and communication skills
- Strong business acumen, strategic planning and organizational skills
- Comfortable with change and uncertainty and able to work and lead through ambiguity
Compensation and BenefitsBase salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that base salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation.
Compensation The base salary compensation range being offered for this role is $150,000-$205,000 USD per year.
This role is also eligible for an annual short-term incentive bonus
Company BenefitsWTW provides a competitive benefit package which includes the following (eligibility requirements apply):
- Health and Welfare: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identity theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance, and other work/life resources.
- Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
- Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.
