Willis Towers Watson Operational Quality – Service Team Leader in Ipswich, United Kingdom

Operational Quality – Service Team Leader

Date Posted: June 5, 2018


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


The Role

Based in Ipswich, you will deliver operational and administrative support to the Practice teams, ensuring that all outcomes support the overall strategic objectives of the business unit, and effective, efficient, proactive and embedded operational excellence.

You will assist the practices by ensuring that they deliver against defined service levels, key metrics and all other business unit performance measurements.

Furthermore, you will:

  • Ensure that all documentation is accurate and compliant

  • Work with client advocates and placement specialists to ensure that our clients’ needs are being met and that any handoffs, quality or timing issues are actioned / resolved speedily

  • Take responsibility for delivery of the applicable practices operational services in line with global service standards

  • Ensure that applicable Practices are operating to Group, Global and/or prescribed standardised policies, procedures and service standards.

  • Ensure all relevant staff are appropriately trained on the relevant systems, procedures, and policies

  • Liaise with all relevant internal operational executives and groups who provide support on and accountability for operational efficiency, accuracy and excellence

  • Support and liaise with the A&S function to facilitate the achievement of annual A&S targets, and in any required liaison with relevant clients on credit control matters.

  • Proactively manage the Practice’s metrics and KPIs

  • Ensure that any data or IT systems related strategy or work is channelled through the appropriate governance bodies (such as SOF, IT etc) to ensure robustness of process, controls, software, requirements and data integrity

  • Nurture and maintain a culture of continuous process improvement

  • Foster and maintain collaborative and professional relationships with associates in Mumbai

  • Deliver training as required to Placement Operation Specialists and provide feedback on corrective action to improve performance.

  • Assist with the resolution of complex queries

  • Support the Operations Manager in ensuring the applicable Practices have appropriate resource, knowledge and controls

  • Assist in the training of all relevant compliance policies and procedures, and ensure that the refresher training is provided or attended or completed on-lin

  • Maintain a proactive relationship with the BU Compliance Officer, and with Group Compliance

  • Monitor and manage Business Unit controls such as 2nd pair of eyes, self-assessment file reviews, control risks self-assessment forms etc

  • Co-operate with Internal Audit, and exemplify a culture that is open to the value derived from reviewing work for control and efficiency improvement

The Requirements

  • Ideally, you will have experience in insurance broking sector with professional qualifications of ACII or similar. However, we are open to candidates from other sectors (such as the Finance industry) who have a proven track record of delivering excellent levels of client service through an operational function

  • Preferably educated to degree level

  • Accreditation in Lean or other process improvement methodologies desirable

  • Understanding and experience of working in partnership with other support functions, e.g. Sales, HR, Finance, Risk, Compliance, Legal

  • Experience of working in a high pressure and results oriented environment, with capacity to deal with and endorse change

  • Experience of successfully implementing initiatives to drive operational excellence

  • Operational experience which encompasses knowledge of managing diverse logistical functions

  • A good working knowledge of FCA regulations is desirable

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 believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at Willis Towers Watson.

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.


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


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  • Location:Ipswich, England, GB

  • Date Posted:June 5, 2018