CRB North America – Program and Change Management Lead (L48)

We seek a dynamic and experienced individual to lead and drive strategic change initiatives within our Insurance Broking Operations. The ideal candidate will be pivotal in enhancing operational excellence, fostering innovation, and delivering impactful transformation projects. This role requires a blend of project and program management expertise, stakeholder engagement and a forward-thinking mindset to identify and implement improvements that align with our strategic goals.

• Transformation and Change Leadership:
  • Develop and execute a comprehensive transformation roadmap for Insurance Broking Operations, aligned with organizational objectives.
  • Lead end-to-end process optimization initiatives to enhance efficiency, accuracy, and customer satisfaction.
  • Drive the adoption of innovative tools, technologies, and methodologies to future-proof operations.
• Project Management:
  • Manage multiple, large-scale transformation projects simultaneously, ensuring they are delivered on time, within scope, and on budget.
  • Define project objectives, deliverables, and success metrics while monitoring progress through robust governance frameworks.
  • Anticipate and mitigate risks while managing project dependencies and interdependencies.
• Stakeholder Engagement:
  • Build strong relationships with internal and external stakeholders, including senior leadership, Service teams, and technology partners.
  • Serve as the primary point of contact for transformation initiatives, providing regular updates and aligning priorities.
  • Facilitate cross-functional collaboration to ensure seamless project execution and alignment of objectives.
• Operational Excellence and Continuous Improvement:
  • Champion Lean, Six Sigma, or other process improvement methodologies to streamline operations.
  • Monitor performance metrics and identify areas for improvement to ensure operations meet or exceed industry benchmarks.
  • Establish best practices and standardize processes across geographies and teams.
• Innovation and Future-Readiness:
  • Evaluate emerging technologies (e.g., automation, AI, and data analytics) and their applicability to broking operations.
  • Drive a culture of innovation, encouraging teams to identify and implement creative solutions to operational challenges.
  • Stay abreast of industry trends, regulatory changes, and competitor strategies to maintain a competitive edge.

The Requirements:

• 12+ years of experience in operations management, transformation, or project and program management, preferably in insurance broking or financial or tech-enabled industries
• Proven track record of successfully delivering large-scale transformation projects.
• Strong expertise in Lean, Six Sigma, or equivalent methodologies (certification preferred).
• Solid understanding of insurance broking operations, regulatory landscape, and industry best practices.
• Experience with technology-led transformations, including automation, workflow tools, and data analytics platforms.
• Able to thrive in a fast-paced and high-pressure environment 
• Highly developed critical thinking and analytical skills
• Excellent interpersonal skills and a collaborative management style

WTW is an Equal-Opportunity Employer