Leads the development and implementation of operations strategy. In conjunction with stakeholders, agrees and implements strategic changes to the business model within Manila Global Delivery Center (GDC). Ensures ongoing delivery of excellent client service across all segments ensuring the relevant regulatory and technical standards are met.

Strategy

Develops short and long-term business strategy in conjunction with stakeholders. Drives delivery of the change agenda including cross-functional programs and change initiatives, securing resources required to deliver program activities, including design, testing, and implementation support. Leads the development of client service propositions and service delivery strategy for all operational functions. Partners with other Global Service Delivery centres to ensure sharing of continuous improvement best practices and global service standards.

Operations Management/Operational Effectiveness

Ensures the function has the optimum number and quality of resources required to deliver functional objectives and that they are effectively controlled and targeted. Plans, supports, and reviews the performance of the function, identifying development needs for both individuals and the team as a whole.  Works with HR to optimize training and development opportunities. Develops, promotes, and enhances a culture of “client first” service to ensure consistent delivery of excellent client service and client retention. Works closely with BU management heads to establish areas of client service that need to be measured to maximize opportunity for achievement of overall objectives. Drives ongoing efficiency and effectiveness of the business to ensure year-on-year delivery of service delivery improvements. Leads 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. Works with the Manila GDC management teams to create and embed a culture of continuous improvement. Plans and manages budget for the Broking Operations business segment in Manila GDC.

Relationship Management

Works with internal and external sources to identify opportunities to work collaboratively on alignment of strategic activity. Supports the development of further business opportunities through service opportunities. Partners with varied levels of global Segment and Function leaders to ensure Manila GDC objectives are aligned with the Enterprise, Segment, and Function scorecards. Increases the standing of Manila GDC as a service organization in the eyes of internal and external clients Maintains a good working relationship with Internal Audit Group Compliance and Group Risk functions, representing needs of the business in negotiations.

People Management/ Development

Implements effective succession planning, people management, development, recruitment, and retention strategies in conjunction with HR. Manages performance of all direct reports within the division through the formal performance management system Maintains an effective and consistent communication channel.

The Requirements:

Qualifications:

Minimum bachelor’s degreeRelevant qualifications in Operations/Business Management preferred.

Skills:

Excellent English communication skills, both verbal and writtenProficiency in standard Microsoft packages is essential.

Knowledge/Experience:

15+ years’ experience in the financial services industry, with at least 8 of these in a leadership roleExperience leading diverse teams and handling multiple stakeholders.Strong background in stakeholder management, leading teams into change and implementation of process efficiencies/ automation.Exposure to matrixed reporting lines.Significant experience leading transformation within function.Ability to forecast or identify new trends in the market and apply in their current function.Coordinates company-wide initiatives within the function as part of ‘One WTW’ colleague experience.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 multiple functions to deliver an agreed set of homogeneous or heterogenous processes.Broad operations expertise which encompasses previous knowledge of managing diverse logistical functions such as operations, IT, compliance, risk, business improvementHigh levels of business acumen with an understanding of company strategy, operating environment, and business objectives

WTW is an Equal Opportunity Employer