Manager- Operations, Corporate Risk & Broking

CRB India Operations team is accountable for driving operations transformation across CRB India Broking to deliver the best client outcomes by fully integrating and mobilizing Willis Towers Watson’s relationships with insurers and providing expertise throughout the client experience. CRB India Operations went live on 1st January 2024 servicing our P&C business and now are expanding our footprint to also support Finex business. Our services (as on date) include (but are not limited to):-
•    Process Brokerage booking on behalf of the business.
•    Update policy details on Risk Intelligence Central (RIC) as applicable.
•    E-file documents on to SAIBA system as per mandatory / regulatory requirements.
•    Conduct audits for adherence to WTW’s Excellence and Placement models.
•    Ensure accurate and complete MI for tracking & reporting.
•    Ideation to improve existing processes, contribute to process restructuring, drafting of SOPs & process maps.

Key Responsibilities

• Adopt and adhere to all Willis Towers Watson values without compromise
  • Productivity to be maintained at 100% 
  • Quality standards to be maintained in excess of 99% 
  • Deliver all standard units of production within the stipulated timelines
• Delivery on performance standards 
• To develop effective relationships with stakeholders (Internal and external)
• Maintain data security standards as defined within the Information Security policy 
• Flexible, able to shift priorities to accommodate changing business demands
• Develop a sound understanding of the business process 
• Ensure adherence to compliance and operate within the guidelines of internal and external regulators
• Ensure that all statutory and company procedures are followed while processing work to protect clients, colleagues and the business interests of the company
• Perform quality audits within process and achieve quality standards of 100%
• Articulate quality audit feedback to Advisors in a manner that induces positive outcomes
• Actively participate and contribute in meetings / forums / workshops with internal teams as well as with the wider WTW CRB (Asia Pac) teams & stakeholders
• Act as a support to management and the team to execute smooth transitions and transfers.
• Facilitate process improvement and best practice forums for the Team.
• Generating reports and report analysis. Analysis of data/reports on performance metrics, conduct root cause analysis
• Be principle point of contact for any technical matters within the team
• Attend meetings / calls with internal stakeholders & colleagues
• Always keep abreast with the technical changes in the process, ensure updated process manuals/knowledge banks and document new work tools
• Ensure adherence to various compliance mandates for self & guide the team to meet such requirements
• Mentoring/training the new and existing team members to refresh and add to their current knowledge and skills. Conduct refresher programs as and when required

The Requirements

Skills:

• Good verbal and written communication skills (in English language)
• Attention to detail is vital to succeed in this role
• Logical thinking is a must
• Should be able to train, mentor new/other team members
• Ability to learn new processes and systems, also should have the ability to adapt to changes
• Ability to prioritise and organize tasks, work within stiff timelines
• Ability to work independently and as part of a team

Competencies

• Focusing on Clients
• Working in Teams
• Driving Excellence
• Fostering Innovation
• Developing Talent
• Adjusting to Change 

Knowledge: 

• Good working knowledge of the Microsoft office, particularly ms-word & excel
• Good working knowledge of Power BI would be highly preferred

Qualification & Experience:

• Any Graduate or Post Graduate with 5+yrs of demonstrated experience in operations or business continuity/process improvement projects

Equal Opportunity Employer