Regional Operations Leader

WTW•Chicago, IL

22h•Remote

About The Position

As the Regional Operations Leader for West and Midwest in Health & Benefits North America (H&BNA), you are responsible for executing operational priorities which support the strategic and profitable growth objectives for the business. This includes supporting the delivery of outstanding client service, driving process improvement and change initiatives, supporting the adoption of technology, and driving business-as-usual responsibilities around risk, compliance, and governance. The role reports to the Head of Business Operations H&B NA with matrix reporting to regional leaders.

Requirements

Significant and detailed knowledge of employee benefits and/or health & welfare
Operational or complex project management experience
Experience in managing multiple projects as part of a virtual team
Experience with projects requiring significant change management efforts
Demonstrable ability to define processes and related support systems
Proven ability to diagnose issues and propose solutions
Ability to influence and collaborate with senior stakeholders and work across all levels of an organization
Experience working with risk management and quality management frameworks and dealing with compliance issues
Exceptional attention to detail
Excellent leadership, interpersonal and communication skills
Strong business acumen, strategic planning and organizational skills
Comfortable with change and uncertainty and able to work and lead through ambiguity

Responsibilities

Implement operations strategy: Work under the direction of the Head of Business Operations to implement an effective operating model that supports business objectives around the delivery of outstanding client service, client segmentation, increased use of data and technology, and the delivery of innovative solutions. Work on other strategic and tactical projects as needed.
Supporting the delivery of outstanding client service: Operationalize the target operating model, enabling consistent client workflow processes, demand planning, and execution of business operations. Drive engagement between onshore and offshore teams to ensure effective integration of offshore colleagues into client teams. Provide direction on process reviews to validate the current process maps and standard operating procedures. Support end-to-end reviews to optimize and continuously improve client service. Ensure service escalations are managed in an effective and timely manner. Ensure lessons learned are conducted on escalations and outputs are used to inform process improvement.
Driving process excellence and support adoption of technology: Execute on continuous improvement projects that improve service delivery and margins via digitization, process standardization, automation, right shoring, and new ways of working. Support the adoption of strategic technology tools within the Regions. Support or where appropriate lead the execution and change management on activities impacting the Regions.
Risk, compliance and governance: Work with finance, risk, and compliance functions to deliver a robust operating environment, ensuring all regulatory requirements are met within the Region(s), and ensuring H&B NA leadership has the information and controls required to run the business securely. Drive adoption of appropriate H&B Excellence processes and act as an Excellence champion.
People leadership: Responsible for managing, motivating, and developing the skills, competencies, and knowledge of onshore and offshore team members in line with WTW policies and procedures, including overseeing and managing objective setting, development plans, and performance reviews, and fostering an inclusive work environment.

Benefits

Mental health/emotional wellbeing (including Employee Assistance Program)
Medical (including prescription drug coverage and fertility benefits)
Dental
Vision
Health Savings Account
Commuter Accounts
Health Care and Dependent Care Flexible Spending Accounts
Company-paid life insurance
Supplemental life insurance
AD&D
Group accident
Group critical illness
Group legal
Identity theft protection
Wellbeing program
Adoption assistance
Surrogacy assistance
Auto/home insurance
Pet insurance
Other work/life resources
Paid holidays
Annual paid time off (includes state/local paid leave where required)
Company-paid disability (short-term and long-term disability)
Other leaves (e.g., bereavement, FMLA, ADA, jury duty, military leave, and Parental and Adoption Leave)
Paid Time Off (only included for Washington roles)
Qualified contributory pension plan (if eligible)
401(k) plan with annual nonelective company contribution
Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements