Description

The Role

Provide operational oversight for colleagues aligned to the Client Technology Delivery (CTD) team in Manila. Act as a trusted partner to Client Technology Delivery leadership by delivering workforce and operational insights, surfacing risks and opportunities, and supporting execution of agreed actions to enable effective delivery, talent outcomes, and engagement.

Client: Work with CTD and Manila leadership to achieve business plans with respect to financial targets, client delivery and staff management.

Serve as a trusted advisor to CTD leaders by providing local operational insights, risks, trends, and opportunities impacting delivery, talent, and engagement.
Act as the primary escalation point for Manila CTD operational matters, ensuring timely coordination, communication, and risk mitigation with stakeholders.
Serve as a senior developer or analyst for client delivery.

Financials: Support and execute business plan to deliver planned performance which creates leverage to generate revenue and profit in accordance with financial targets.

Monitor and analyze individual and team utilization. Actively collaborate with CTD leadership to raise issues and look for opportunities to leverage current resources to support utilization needs.
Expected to spend a portion of time on client-billable work.

People: Support team performance, leadership development and strategic career planning for individual colleagues. Build trusted partner relationship with stakeholders and bridge communication across regions.

Serve as people manager for managers within Client Technology Delivery, providing coaching, mentorship, and leadership development support.
Partner with CTD and local leadership on hiring, onboarding, and succession planning to ensure leadership and capability continuity.
Proactively identify talent risks and opportunities, providing workforce insights and recommended actions to inform people and talent strategies, and supporting execution where appropriate.
Act as a cultural bridge by sharing local context and insights to deepen stakeholder understanding and effective collaboration across regions.
Partner with stakeholders on engagement, development, and compensation initiatives to support talent attraction, retention, and growth.

Excellence and Operations: Ensure that work delivery consistently follows established standards and that the team functions under the highest level of quality and operational excellence.

Enforce processes, protocols and quality standards related to business continuity, information security, data privacy and business conduct.
Work and partner with leadership to identify issues, risks, inefficiencies, and improvement areas and define how to address such areas. Help drive continuous improvement initiatives and best practice implementation
Improve client delivery processes and tools to strengthen team effectiveness. Play a key role in leading AI-native software “delivery” lifecycle adoption and identifying opportunities to use AI to improve software delivery quality and efficiency.
Serve as the primary point of contact for Manila operational needs during the night shift, providing operational oversight and coordinating response to critical local issues like business continuity events.
Coordinate WEDO GDC programs to ensure alignment with business priorities.

Qualifications

The Requirements

Hands-on software development experience in Visual Studio, RDBMS/MS SQL Server, Microsoft .NET, C#, ASP.NET, MVC, JavaScript, and jQuery; working knowledge of Git/Azure DevOps, REST/Web APIs, and Azure cloud fundamentals.
Demonstrated success managing and developing other people managers, with a track record of quality delivery on time, within budget, and against utilization targets.
Proven ability to diagnose technical issues, work cross-functionally, and leverage related practices to resolve client delivery challenges. Strong problem-solving skills.
Strong leadership presence with polished written and oral communication skills; superior ability to influence senior management and collaborate across all levels of an organization.
Hands-on experience with AI-assisted development tools and a track record of driving AI adoption in a software delivery team; benefits/pensions/HR-insurance domain exposure a plus.
Willingness to work night shift hours to support US-based stakeholders as the primary point of contact for critical operational issues.

WTW is an Equal Opportunity Employer

Unsolicited Contact

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. If you would like to have your contact information saved for future consideration, please email: Agency.inquiries@willistowerswatson.com.

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Client Technology Delivery Manila Operations Manager