Job Information
WTW Operations Leader Health & Benefits Central America in Panama City, Panama
The Role
Driving and executing local Health & Benefits (H&B) Operations & Excellence priorities and strategic initiative
Ensuring efficient, consistent, and quality service delivery from the Global Benefit Centers supporting local operation
Working with our Operations, Technology and Transformation teams to execute on our Simplify and Transform agenda and deliver a high-quality operating environment
Overseeing the H&B Operations & Excellence performance
Responsible for the H&B Global Benefits Center (GBC) Line of Business, ensuring consistent quality service to all clients, SLAs, and are providing a consistently consumer grade service
Work with multi-cultural and virtual teams including H&B Operations, local office leaders and senior business stakeholders to define and implement business strategies and programs
Anticipate and manage growth of the business by maintaining and proactively planning organizational design within GBC. Resource planning and management – not only for growth but Business as Usual (BAU) ‘peaks and troughs’ to ensure consistency of service
Working closely with H&B Operations and GBC Operational Excellence team to ensure capacity and skillsets are anticipated for the transition of new work to the GBC. Ensuring resource has been maximized to demonstrate clear business case for recruitment.
Develop a trusted advisor relationship, by leveraging your industry experience, with senior stakeholders
Sustain stakeholder confidence in GBC through effective communication and quality execution of projects
Ensure that operational processes are adhered to and SLAs met. Ensuring that customer enquiries are managed through case management and quality & SLA metrics are consistently high grade.
Implement and sustain Operational Excellence, including ISO, Professional Excellence, local compliance, and other relevant standards. Ensuring a disciplined and execution orientated culture
Create and maintain a culture of continuous improvement, championing, and sponsoring of these programs
Conduct regular (monthly, quarterly, annual) operations performance reviews with H&B Operations and business stakeholders.
Proactively plan resourcing requirements and manage workforce allocation across processes and/or geographies supported. Able to communicate requirements to international stakeholders with clear supporting business cases.
Measuring and improving productivity through clear metrics and a culture of process improvement
Monitor and manage operating expenses and team financials. You must have experience in managing your own P&L.
Able to inspire the GBC group to ensure a culture of maximum engagement with focus on quality, efficiency, high performance, and client satisfaction
Provide performance coaching to Team Leaders / Sr. Team Leaders, continuously identifying learning opportunities from daily work and reinforcing positive work habits/ professional behaviors
Collaborate and communicate with authority with clients/colleagues at all levels
Strategic view of your workforce abilities allowing for clear succession planning
The Requirements
10+ years’ experience working in a multinational insurer shared services firm is essential.
15+ years’ management experience with significant portion of this experience managing large and complex team, including sub-team structures.
Experience in managing your own P&L.
You must be a very strong communicator, both written and oral. Fluent English is required.
You must have highly developed critical thinking and analytical skills. Able to translate these solutions into action plans.
Deep experience of the insurance industry. You must be familiar with Claims support, insurance documentation and the end-to-end brokerage process.
Demonstrable ability to deliver. Ability to demonstrate process improvement and managing and implementing new initiatives successfully.
Strong experience in managing client escalations at senior stakeholder level.
You must have proven execution focus and be able to translate strategic initiatives into actions plans, objectives, and ensure the team successfully achieve these objectives
Program / project management, including work allocation, timeline, issue, budget and risk management
IT literate: You will trained and be expected to have a working knowledge of our software and be comfortable understanding our supporting systems and providing suggestions on improvements and solutions
Equal Opportunity Employer