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Taguig, Metro Manila, Philippines
A Manager would be responsible for Leading, supporting the development and implementation of operations strategy for the Industry Vertical Division within North America. Engage with Industry Vertical heads to ensure the ongoing delivery of excellent client service, taking overall responsibility for the operational efficiency of the business and ensuring the relevant regulatory and technical standards are met.
Principal Duties/Responsibilities
KPI Management
• Deliver/ Manage KPI's and metrics in line with the prescribed targets and provide updates on progress to leaders. Analyze performance, identify trends and make recommendations to improve team performance
• Meet with key stakeholders to discuss metric performance and issues
Operations Management/Operational Effectiveness
• Drive OPEX principles. Facilitate best practice sharing
• Conduct Reviews/Meetings with the Management across locations
• Proactively support key initiatives that have been delivered to implement change.
Capacity Management
• Regular capacity review (using FTE calculation) of the team, to ensure equal work distribution and tracking overtime. Manage resources efficiently through peaks and troughs in the business cycle. Develop resource plans and plans for contingencies
• Work with Team leads to ensure accurate forecasting and tracking of resource requirements and effective cost management
Data Management
• Data collation as required e.g. MI reviews/HR/IT.
Manage Escalations
• Manage escalations when reached out. Ensure agreed escalation procedures are adhered to by the team.
Transition & other Projects
• Implement planned work transition projects.
• Ensure team adherence to various compliance mandates.
Relationship management
• Participate and contribute in meetings with Relationship managers, Stakeholders, customers and BU (Daily/Weekly/Adhoc calls/Monthly/Quarterly).
• Maintain an effective and consistent communication channel with stakeholders, Leaders and teams and take corrective actions as required
• Support the development of further business opportunities through service opportunities
• Engage constructively with stakeholders to maintain effective relationships
People management/ development
• Take an active role in ensuring that the training and development needs of all team members are met by seeking interesting and effective internal and external learning opportunities
• Supervise and manage the direct reports ensuring communication and coordination within and across teams
• Instill a “client/customer” focused mind-set that incorporates a strong sense of pride in providing quality deliverables
• Provide regular and effective performance feedback to team members and provide career planning guidance
• Develop a succession plan for key positions within the function, as well as a talent watch list for key roles that support the defined retention/engagement strategies
Cost Management/Financial Goals
• Ensure Cost goals are achieved by the Process
• Limit overtime per target set by effective utilization of resources
Top Competencies
- Focusing on Clients
- Working in Teams
- Driving Excellence
- Fostering Innovation
- Adapting to Change
- Developing Talent
- Managing Stakeholders
Required Skills
Skills:
• Evaluating Problems
• Creating Innovation
• Communicating Information
• Providing Leadership
• Building Effective Teams
• Managing Stakeholders
• Showing Resilience
• Structuring Tasks
WTW is an Equal Opportunity Employer
Thank you
Thank you
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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