EX Operations Manager

About Us

WTW is an award-winning advisory, broking, and solutions company that supports clients worldwide in transforming risk into opportunities for growth. With a rich insurance heritage dating back to 1828, from the Titanic in 1912 to the Moon Buggy in 1971, WTW brings deep industry expertise and longstanding experience. Our WTW Regional Delivery Center, based in the heart of Lisbon, brings together a strong global team of more than 400 colleagues who deliver operational excellence every day through innovation and streamlined, efficient solutions.

The Opportunity

As the Employee Experience (EX) Operations Manager in Lisbon, you will lead a growing team responsible for delivering consistent, high quality operational execution across the EX portfolio while playing a critical role in shaping and scaling operational excellence across the global EX business.. This role sits at the intersection of people leadership, process rigor, and operational innovation, with accountability spanning both local execution and global EX Operations priorities. This role requires you to build a strong, engaged team, establish disciplined ways of working, and actively champion and modernize operations through process re-engineering, automation and emerging AI -enabled capabilities.

People Leadership & Delivery

• Lead and manage the Lisbon‑based EX team, setting clear performance expectations and development goals.

• Build and sustain a high‑performing team through effective hiring, onboarding, coaching, feedback, and development planning.
• Serve as the senior operational escalation point, resolving complex issues while reinforcing accountability and quality standards.
• Own resource planning for the Lisbon EX team, including capacity management, demand forecasting, and capability planning.
• Promote a culture of ownership, continuous improvement, and operational discipline across the delivery hub.

Operational Excellence, Transformation & AI

• Lead the analysis, redesign, and improvement of EX operational processes to reduce waste, simplify delivery, and improve consistency.
• Apply Lean‑informed process principles to improve efficiency, quality, and scalability.
• Drive operational change end‑to‑end, ensuring improvements are implemented and embedded into day‑to‑day practice.
• Own local EX operating model decisions in Lisbon, balancing global standards with local delivery needs.
• Contribute to the global EX Operations agenda by shaping operational improvements that support long‑term transformation priorities.
• Partner with global EX leaders and internal client‑facing teams to translate functional priorities into scalable operating solutions.
• Support the evolution of global operating models, delivery frameworks, and governance to enable consistent EX delivery across regions.
• Bring a pragmatic, outcome‑focused approach to ambiguous or evolving operational challenges

Stakeholder Management & Execution

• Engage and influence internal stakeholders to align on priorities and drive execution of operational initiatives.

What You’ll Bring

• Strong experience in operational delivery, process improvement, and continuous improvement methodologies (e.g. Lean / Lean Six Sigma)
• Proven ability to lead end-to-end operational change initiatives from analysis through to implementation and adoption
• Exposure to automation and data-driven operational improvements
• Experience managing and developing operational teams, including coaching and performance management
• Ability to support team growth through effective hiring, onboarding, and development planning
• Confident in handling complex issues and acting as a senior escalation point
• Strong stakeholder management skills, with the ability to influence cross-functional teams
• Experience translating strategic priorities into practical operational solutions
• Ability to manage multiple priorities across local and global initiatives
• Adaptable and solution-oriented, with a strong focus on execution and accountability
• Capable of working independently while aligning with broader organisational objectives
• Hands-on approach with readiness to take on increased responsibilities and contribute to global operational goals

Why WTW?

At WTW, we offer more than just a job—we offer a career. Here’s what you can expect:

• Work-Life Balance: Enjoy flexible working hours and hybrid working options to suit your lifestyle.
• Competitive Compensation: Benefit from an attractive, performance-related remuneration system.
• Global Exposure: Join an international consultancy with the security of a global corporation and renowned clients.
• Career Development: Experience a steep learning curve and ample opportunities for individual career growth through on-the-job learning and specialist training.
• Collaborative Culture: Work in a collegial, appreciative, and dynamic environment where decisions are made together.
• Impactful Work: Quickly take on responsibility and make an impact with direct customer contact.
• Community and Celebration: Participate in corporate events and celebrate our successes together.

Join Us!

Be part of a team that values innovation, excellence, and collaboration. At WTW, your career is more than just a job—it’s a journey. Apply now and turn your potential into success with WTW!

WTW is an equal opportunity employer.