Willis Towers Watson CRB Head of Global Operations in New York, New York

CRB Head of Global Operations

Date Posted: June 18, 2018


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The CRB Global Operations Leader can be located in any Willis Towers Watson geography and manages the Operations functions support across the Corporate Risk and Broking segment by implementing WTW Target Operating Model through the centralization of all back office activities and the minimization of broker/sales administration in line with CRB Strategy. Ensures Operations structures are in place across the Segment to deliver excellent client service and a continuous process improvement culture for CRB while ensuring the relevant regulatory and technical standards are met across all segments. Runs a central PMO to manage & co-ordinate the ongoing change/BAU programs of work across all Geographies.

The Role

The CRB Global Operations Leader can be located in any WTW geography and manages the Operations functions support across the Corporate Risk and Broking segment by implementing WTW Target Operating Model through the centralization of all back office activities and the minimization of broker/sales administration in line with CRB Strategy. S/he will report directly to the COO for CRB with dotted line reporting to the Group Operations and Technology Director. Duties and responsibilities include, but are not limited to:

  • Lead turnaround processes and strategic projects when needed

  • Driving ongoing efficiency and effectiveness of the business to ensure year-on-year delivery of cost reduction and service delivery improvements

  • Leading the delivery of standardized policies, procedures and service standards. Ensures these are understood and followed by the business so that all aspects of risk management, information security, legislation and regulation are managed effectively

  • Ensuring Geography Operation Leaders understand regional processes and needs, to articulate solutions either on process review or technology deployment in central discussions

  • Building and managing relationships across the WTW Group, and with external partners and suppliers, to align perceived and actual levels of service to all WTW clients

  • Supporting a culture of “client first” service to ensure consistent delivery of excellent client service and client retention

  • Working with the Geography management teams to create and embed a culture of continuous improvement through the implementation of the company tools and techniques and ongoing service reviews

  • Maintaining a good working relationship with Technology, Internal Audit, Compliance and Risk, representing the needs of the business in negotiations Change Management

  • Implementing project portfolio governance with local, regional and Global Steering Group Committees as appropriate for each geography to deliver portfolio of change initiatives that focus on and drive forward improvements to business performance and cost effectiveness

  • Driving the delivery of the change agenda including cross-functional programs and change initiatives, securing the resources required from within the geographies to deliver programmer activities, including design, testing and implementation support

  • Working with the business, audit and compliance to manage risk across CRB, as well as effectively liaise with finance and HR.

  • Providing leadership to 4 Geographical Heads of Operations

  • Serving as a member of the WTW Global Operations Leadership team.

  • Dealing with a complex management environment, comprised of several senior stakeholders at Global levels, requiring drill down strategic thinking and understanding to tactical plans and efficient operational execution in accordance to WTW Target Operating Model

The Requirements

  • Minimum bachelor’s degree preferred

  • Languages: English is essential and proficiency in other regional languages would be a great advantage

  • Extensive experience in the financial services industry, with significant experience at a leadership level across a global matrix organization

  • Proven track record of delivering excellent levels of client service through a large scale, multi-channel operating function

  • Experienced leader with proven ability in managing a function to deliver an agreed set of homogeneous processes

  • Experience of implementing initiatives to drive towards operational excellence

  • Broad operations expertise which encompasses previous knowledge of managing diverse logistical functions such as operations, IT, compliance, business improvement

  • Good understanding of WTW products and services

  • High levels of business and financial acumen with an understanding of company strategy, operating environment and business objectives

  • Knowledge of standard Microsoft packages is essential

  • Awareness of the latest technologies to support the business

The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity: Know your rights.

Unsolicited Contact : 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.


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  • Location:New York, NY, USLondon, England

  • Date Posted:June 18, 2018