Service Delivery Leader – Work & Rewards

 The Role:

• In collaboration with the W&R Global Head of Change and Programs, GDC Liaison for W&R and the Global Service Delivery Transitions Team:
  • Lead the transition of activities to the GDC team over multiple phases, as they are approved, commencing with activities related to broad-based market pay benchmarking and survey data extracts focusing on North America and Europe (Phase 1) 
  • Develop and implement the GDC team training plan. Where needed, nominate/collaborate with SMEs from the business to lead the training/coaching of GDC team members on specific topics and to provide support with transition
  • Develop and implement the training plan for home locations related to the transition, covering new ways of working, workflows and processes. Where needed, nominate/collaborate with SMEs from the business to lead the training across home locations
  • Partner with the GDC Liaison for W&R, home location leadership and other stakeholders, as needed, to actively cultivate strong working relationships between the GDC team and home location colleagues
  • Provide regular (monthly, quarterly, annual) service delivery reviews/updates to the W&R leadership teams
• In collaboration with the GDC Liaison for W&R and GDC team leaders: 
  • Ensure alignment between the GDC teams’ objectives and activities with W&Rs strategic priorities, raise awareness of shifts in priorities, organization changes etc that are connected to the objectives and activities of the GDC team
  • Ensure efficient, consistent, and quality service delivery from the GDC team
  • Oversee key metrics for success, such as performance (e.g. quality, timeliness) and adherence to processes/workflows. Course-correct where needed
  • Assess work volume and capacity, work with business stakeholders to maximize utilization of the GDC team and proactively plan for staffing needs and timelines
  • Identify trends and promote efficiencies across the GDC team
  • Act on feedback from home locations, understand pain points and inefficiencies in the process and advise on process improvement initiatives including technology and automation, standardization and upskilling
  • Provide governance and ensure compliance to consistent standards
• Act as a central escalation point for critical / urgent work items outside of normal operating standards
• Sustain stakeholder confidence in the GDC team through effective communication and quality execution of projects across all geographies 

The Requirements:

• 10+ years’ experience working in a multinational firm
• Experience in managing large/complex and multiple projects including as part of virtual teams, and producing quality deliverables on time and within budget
• Experience in managing and implementing new initiatives successfully, including initiatives related to process improvement
• Proven execution focus, able to translate strategic initiatives into action plans and objectives ensuring the team successfully achieves these objectives
• Commercial mind-set, experience in driving business growth through innovation and change
• Team-player. Able to work with people at all levels across all geographies and flex leadership and communication style to the situation/audience, with a focus on motivating and developing individuals to drive excellence
• Gravitas and ability to influence and collaborate with senior management 
• Comfortable with technology. Must be able to understand functionality of core systems, providing suggestions on improvements and solutions
• Will be expected to travel to the GDCs and, where needed, select home locations to implement training and build working relationships 
• Understanding of market pay benchmarking desirable

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

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements for various state/local pay transparency legislation. Please note that base salaries may vary for different individuals in the same role base on several factors, including but not limited to location of the role, individual qualifications, education/profession certifications, 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 $140,000- $210,000 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: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• 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) 

EOE, including disability/vets