Regional Operations Leader

As the Regional Operations Leader for West and Midwest 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

• 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 Benefits

Base 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 (Producer roles only).

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 Benefits

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

• Health and Welfare Benefits: 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, identify 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 state/local paid leave where required), company-paid disability (short-term and long-term disability), other leaves (e.g., bereavement, FMLA, ADA, jury duty, military leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

We are open to candidates across the Midwest and West regions.