Operations Manager (Business Operations/Transformation)

This role sits within the Pacific Business Operations team, part of WTW’s global Enterprise Delivery Organisation (WE DO), supporting the Risk & Broking segment across Australia and New Zealand. The position can be based in Auckland, Christchurch, or Wellington.

Working closely with regional and global stakeholders, you’ll support operational effectiveness, enhance client delivery, and contribute to ongoing process and service improvements. The role combines day-to-day operational support with involvement in change initiatives and business improvement activities, partnering with cross-functional teams and our Global Service Delivery centres to deliver practical outcomes.

The Pacific Operations team operates across two key areas:

• Business Partnering: Acting as a central point of contact for operational matters within allocated regional offices, supporting the business to resolve queries and improve ways of working.
• Service Ownership: Providing technical and operational expertise in nominated areas and contributing to the delivery of key solutions and improvement initiatives.

This role suits someone who takes ownership, likes getting on the tools, builds strong working relationships, and is motivated to continuously learn and grow within a dynamic environment.

The Role

As a Business Partner supporting the New Zealand regional offices, you will:

• Act as a key contact for operational queries and issues, helping ensure colleagues are directed to the appropriate Pacific Operations team Service Owner.
• Participate in regular local team meetings to consolidate feedback on standard operating procedures, quality and process related matters and relay these to the appropriate Pacific Operations team Service Owner to support resolution.
• Identify learning and development opportunities and share these with the appropriate Pacific Operations team Service Owner.
• Review MI reporting in conjunction with the Director of Operations and support change initiatives by helping identify opportunities to improve systems, policies and controls.
• Support successful service delivery by the Mumbai Operations team by acting as a conduit between local client facing teams and the appropriate Pacific Operations team Service Owner.
• Support and promote the “one way same way” process methodology across the Pacific region.

As a Service Owner you will:

• Support and contribute to the development and adoption of WTW’s AI / Automation capabilities, including GenAI, Co Pilot, Power BI and Power Apps, with guidance from senior colleagues.
• Demonstrate strong analytical thinking, problem solving abilities and the ability to communicate effectively with a range of stakeholders.
• Support the identification and documentation of business analysis deliverables, including requirements specifications, process and data models, and contribute to recommendations where appropriate.
• Provide day to day technical and subject matter support to local delivery and client facing teams, escalating issues where appropriate.
• Engage with local stakeholders to support adherence to business processes and company frameworks / policies and encourage adoption of agreed technologies.
• Work with local, regional and global teams to support the identification and implementation of functionality enhancements and improvements.
• Collaborate with Business Partners to support a culture of operational excellence and strong client service.
• Support knowledge management activities, including maintaining intranet content and contributing to onboarding or refresher training materials.
• Ensure relevant compliance, legal and operational risk requirements are understood and followed.
• Support the execution of change initiatives and help ensure operational readiness for transitions.

By being involved in Business Projects you will:

• Support nominated BAU / Operational Improvement projects identified by Service Owners and Business Partners.
• Work with local, regional and global stakeholders to help plan and support projects from ideation through to completion, ensuring outcomes are aligned to objectives.
   

The Requirements

• Relevant tertiary qualification (preferred but not essential)
• Experience supporting projects, process improvement, or operational initiatives
• Strong organisational skills with the ability to manage competing priorities
• Clear written and verbal communication skills
• Ability to build positive working relationships with a range of stakeholders
• Comfortable working in evolving or fast-changing environments
• Proactive, self-driven, and eager to learn
• Collaborative mindset with a genuine willingness to help others
• Confident using Microsoft Outlook, Word, Excel and PowerPoint

Why Join WTW?

WTW provides a competitive benefits package which includes the following (eligibility requirements apply):

• Additional paid annual leave 
• Life, Income Protection and Trauma insurance
• Annual bonus
• Company paid salary continuance insurance
• Hybrid working
• Networks (Gender, Wellbeing, Pride)
• Career Growth – internal opportunities and development programs

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 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.

Flexibility is essential for an inclusive workforce. We welcome flexible working requests. Please talk to your recruiter for more details.

At WTW, we believe that a culture of inclusion and diversity is critical to our business. It's not a separate initiative – rather it’s fundamental to everything we do. We are an equal-opportunity employer who is committed to fostering an inclusive work environment and embrace diversity including gender, nationality, disability, age, marital/parental status, ethnicity, gender identity and sexual orientation. We welcome applications from people from all backgrounds. 

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@willistowerswatson.com