Job Description

Key Responsibilities

• Strategic Leadership
  • Lead the design and execution of the country’s Operations and Technology roadmap, fully aligned with business, regional, and global strategies.
  • Partner with senior leadership to ensure operational and technology initiatives directly support commercial growth and financial performance.
• Technology Strategy & Execution
  • Define, implement, and oversee the end-to-end technology ecosystem strategy, covering:
    • Client-facing solutions (digital portals, engagement platforms).
    • Client-employee solutions (HR/benefits platforms, service portals).
    • Core operational systems (administration, data, and workflow tools).
    • Market connectivity (interfaces with carriers, brokers, and third parties).
  • Lead the connectivity strategy as the foundation of this ecosystem, ensuring seamless integration with regional and global platforms.
  • Collaborate with global and regional Operations & Technology teams to ensure consistent standards, scalability, and innovation across markets.
• Operational Excellence
  • Daily management of the Operations team, providing central administrative and operational support to CRB business and service functions, including the development and maintenance of best practices and standard operating procedures.
  • Identification, prioritisation, and implementation of continuous improvement initiatives to optimise the client and broker experience while driving cost efficiencies, in accordance with the Global Target Operating Model and transformational levers.
  • Responsible for the planning, implementation, and management of agreed Operations projects, ensuring delivery within scope, budget, and timeline, and in alignment with business objectives.
  • Support Operational Improvement Program initiatives: deliver defined operational excellence targets, share knowledge and learnings, provide challenge, and ensure consistency across workstreams and programmes.
  • Maintain collaborative and professional relationships with associates to ensure seamless transfer of work and consistently excellent service standards across Operations.
• Service Center Management
  • Lead the relationship and operational connection with Service Centers executing transactional back-office processes for the business.
  • Monitor center operations and performance from the country perspective, establishing and managing service levels.
  • Drive joint efficiency and continuous improvement initiatives with Service Centers, tailored to local business needs.
  • Strengthen and expand the portfolio of services executed from the Service Centers, ensuring alignment with country business priorities.
• Employee Experience Model
  • Lead the design, build, and governance of the employee experience model, ensuring alignment with client needs and business objectives.
  • Oversee the teams serving client employees, ensuring high-quality service delivery and adherence to agreed service levels.
  • Govern and evolve the technology platforms used to deliver employee-facing services, strengthening digital adoption, efficiency, and innovation.
  • Ensure continuous improvement in employee experience processes, reinforcing the company’s value proposition and differentiating client delivery in the market.
• Governance, Risk & Compliance
  • Produce operational and project reports for communication with senior management.
  • Support the Head of Operations & Technology (COO) to ensure the function has the right resources, knowledge, and controls, maintaining a strong first line of defence.
  • Assist in the training of all relevant Operations policies and procedures, ensuring refresher training is completed.
  • Maintain proactive and positive collaboration with the Country Compliance Officer to ensure all legal, compliance, and operational risk obligations are met in line with local and group policies.
• People Leadership
  • Provide leadership, direction, advice, and guidance to the team, maintaining high levels of integrity, motivation, and morale.
  • Create an environment that promotes Willis Values and adheres to company policies and guidelines.
  • Support talent development, coaching, and succession planning within the Operations function.
• Financial Management
  • Contribute to Operations budget planning and monitoring as required, ensuring resources are used effectively and efficiently.

TBD

Key Skills & Experience

• 5–10 years of experience in Insurance Broking or Financial Services, with a deep understanding of Insurance Operations.
• Proven track record in leading operations and technology functions within a matrix or multinational environment.
• Strong strategic acumen with the ability to link operational and technology delivery to business financial results.
• Demonstrated expertise in ecosystem design: client-facing technology, employee platforms, core operational systems, and market connectivity.
• Experience in building and governing employee experience models, including service delivery teams and enabling technologies.
• Experience managing relationships with regional or global Service Centers, ensuring service delivery, efficiency, and portfolio growth.
• Accreditation or demonstrated knowledge of change management, process modelling, continuous improvement, KPI, quality/Lean methodologies.
• Proven experience supervising operations process and/or program management teams utilising operations applications, procedures, and tools.
• Operations / Process Leadership expertise.
• Strong analytical skills with the ability to extensively analyse business processes and workflows.
• Project management experience, including design and coordination of action plans and cross-functional teams.
• Ability to manage highly effective teams both onshore and virtually.
• Ability to influence and effectively manage stakeholders at all levels of the organisation.
• Comfortable operating in complex and ambiguous organizational settings.
• Fluent in English and advanced in Spanish.
  

Equal opportunities for all