Health & Benefits North America Operations Leader

Summary of Role 

As the Operations Leader for Health & Benefits in North America (H&BNA) you will work closely with the H&BNA Leader and the Global Head of Operations, Health & Benefits, as well as key NA and global line of business stakeholders, to execute on the vision and strategy for Operations. You will support the growth of H&BNA, executing on BAU (Business as Usual) and Transformation priorities to drive operational efficiencies and margin improvement. This role will sit on the H&BNA Leadership team and the H&B Global Operations Leadership team and is part of the WE DO organization at WTW in Business Operations. 

The Role

• Execute the operational vision for Health & Benefits working with business leadership and multiple stakeholder groups across the US and Canada
• Lead day to day operations of the H&B NA business, supporting the H&B NA Leader in delivering strategic support as well as tactical management of various operational projects 
• Represent Operations on the NA Leadership Team and work closely with US/Canadian Leaders as well as other functional areas
• Represent the interests of NA region on the H&B Global Operations Leadership Team and work collaboratively with other regional operations leaders to shape, drive and execute on operational priorities for WTW
• Manage a diverse portfolio of work projects spanning several different change initiatives and BAU projects
• Support implementation and stabilization of the H&B NA Target Operating Model with strong focus on ways of working
• In partnership with Global Service Delivery for H&B, oversee a team of Service Delivery liaisons supporting the delivery of work in our global delivery centers. Continue to develop opportunities for right shoring tasks to our global delivery locations.
• Lead the deployment of new H&B Technology in the US and Canada. Identify resources within the US and Canada to contribute to the development of technology requirements and support configuration, deployment and successful adoption of technology into the US and Canada 
• Drive the development and adoption of appropriate H&B Excellence processes. Ensure NA is adhering to our principles of Excellence
• Responsible for risk management processes including Enterprise Risk Management (ERM) reporting and acting as a Data Privacy Champion for the region, and represent the business on other day to day operational items
• Demonstrate commitment to continuous improvement of processes and efficiency gains
• Provide coaching, mentoring and support to drive sustained improvement across the business
• Lead other NA projects as directed by the H&BNA Leader or Global Head of Operations
• Oversee a team of Operations leaders across region, function and local markets in US and Canada. Oversee business support and financial operations teams across the US and Canada
• Work with counterparts in other WTW lines of business in Health, Wealth, Career and Risk & Broking to share best practices, skills and knowledge
• Responsible for managing, motivating and developing the skills, competencies and knowledge of team members in line with WTW policies and procedures, including overseeing and managing objective setting, development plans, and performance reviews and fostering a diverse and inclusive work environment

The Requirements

• 10+ years in an operational management role or general management role
• Significant and detailed knowledge of employee benefits and/or health & welfare project management, offshoring and implementation, ideally gained through hands-on experience
• Experience in managing multiple projects including as part of virtual teams. producing quality deliverables within demanding deadlines, within budget 
• Ability to build and work in collaborative teams at all levels, across multiple practice and functional areas
• Proven ability to recognize and diagnose issues and propose solutions
• Experience with large scale transformation and change projects 
• Strong written and oral communication skills 
• Ability to influence and collaborate with senior stakeholders and work across all levels of an organization
• Interest and aptitude in keeping abreast of latest developments in benefits and contributing to the development of new tools and approaches
• Demonstrable ability to define processes and related support systems 
• Must be comfortable with implementing technology solutions and understanding functionality of core systems
• Experience in developing and managing KPIs for performance of operational teams 
• Experience of right-shoring activities to shared service centers
• Experience of working with risk management and quality management frameworks and dealing with compliance issues
• Business and commercial acumen
• Exceptional attention to detail
• Diligence in identifying, following up and resolving issues

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

EOE, including disability/vets