Health & Benefits, Global Head of Business Operations

Responsible for execution of the operational strategy and vision for the Health & Benefits business, leading a global team of business operations colleagues to deliver exceptional client service in our day-to-day operational activities, driving continuous improvement and partnering with business and technology leaders to reimagine service delivery through AI and digital innovation. 

This high-impact role works with the Global Head of Health & Benefits, the WTW Head of Business Operations and senior leadership to execute operational priorities which support the profitable growth objectives for the business  

You will be a member of the Health & Benefits Leadership Team and the WTW Business Operations Leadership Team, with a dual reporting line to the Global Head of Health & Benefits and WTW Global Head of Business Operations. 

Execution of the operational strategy and vision

• Work with business and functional leadership and other stakeholders to ensure an effective operating model that delivers outstanding client service, demonstrating a passion for execution and continuous improvement.

Leading the delivery of outstanding client service

• Ensure operational teams deliver consistently to the client service model expectations, evidenced through proactive use, management, and improvement of reporting metrics.
• Continuously assess and evolve the client service model to anticipate needs and exceed expectations.
• Manage the delivery of service from our global centers and delivery hubs, ensuring a consistently strong, responsive and high-quality global service delivery capability.

Driving process and digital change

• Develop and execute a program of continuous improvement projects that improve service delivery and reduce costs via digitization, process standardization, operational excellence, automation, right shoring and new ways of working. 
• Partner with business and technology leaders to drive innovation by identifying and scaling impactful AI use cases that enhance client outcomes and drive measurable operational improvements
• Partner with business and technology stakeholders to support the development and adoption of global strategic platforms.

Risk, compliance and governance

• Work with risk and compliance functions to deliver a robust operating environment, ensuring all current and future regulatory requirements are met, and ensuring Health & Benefits leadership has the information and controls required to run the business securely. 

People leadership

Responsible for managing, motivating and developing the skills, competencies and knowledge of the global Health & Benefits Business Operations team in line with WTW policies and procedures, including overseeing and managing objective setting, development plans, and performance reviews and fostering an inclusive work environment.

• Significant knowledge and experience in the Health & Benefits broking sector, working across geographic boundaries.
• Excellent stakeholder management skills. Comfortable working in a matrixed environment. Gravitas and ability to influence and collaborate with senior management. 
• Commercial mind-set, experience of supporting business growth through innovation and change.
• Able to balance demands of BAU client service delivery with a passion for execution and delivery of meaningful change and continuous improvement.
• Able to manage multiple programs and activities to deadlines and budget.
• Knowledge of Lean, Six Sigma, or other process improvement methodologies and experience of applying them to deliver business benefits within an organization.
• Knowledge of process automation / digitization techniques and technologies.
• Able to drive change through AI and automation.
• Team-player. Able to work with people at all levels and flex leadership style to the situation, with a focus on motivating and developing individuals to drive excellence.
• Able to work in a collaborative manner with geography and cross-functional teams including Finance, Human Resources, Technology and Legal to deliver best in class business practices.
• Strong people management skills. Culturally sensitive.
• Strong verbal and written communication skills.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that base salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $280,000-$350,000 USD per year. This role is also eligible for an annual short-term incentive bonus.

Company Benefits 

WTW provides a competitive benefit package which includes the following (eligibility requirements apply): 

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off 
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans. 

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

EOE, including disability/vets