Dubai Jobs for Indian

Operations Manager

Job Details

Job Description

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, 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.

The Business

Human capital and benefits

High-performing institutions cultivate and grow talent, carefully balancing costs and rewards. From employee benefits to executive compensation, we take a rounded perspective, based on leading-edge thinking, data, analytics, and software, unearthing new ways to motivate people, foster well-being, and implement solutions that work.

The Role

Job Summary

Leads the H&B and CRB Operations Team in Dubai Outsource Zone taking overall responsibility for the quality, service, and financial effectiveness of the business and ensuring the relevant regulatory and technical standards are met.

Principal Accountabilities

• Conduct Risk: To put the interests of clients and the integrity of the market at the heart of the way you do business

Principal Duties/Responsibilities

Strategy:

• Support the Operations Leader and Executive Team in the delivery of Operations strategic plans and business goals

Operations:

• Responsible for delivery of operational services in line with service, quality, and cost targets
• Ensure the team is operating to the group, Global, and/or prescribed standardized policies, processes, procedures, and service standards
• Ensure all relevant staff are appropriately trained on the relevant processes, systems, procedures, and policies
• Through the management team, proactively manage all resources and processes to ensure efficiency and optimization of resource capacity
• Support and liaise with other linked functions to facilitate the achievement of service excellence
• Proactively manage the team’s metrics and KPIs in order to meet strategic objectives and monitor and evaluate the performance of the team in line with the Service Level Agreements
• Capacity Planning
• Develop strong working relationships with client-facing and market-facing managers and together ensure high-level performance and fast, effective issue resolution
• Nurture and maintain a culture of continuous process improvement
• Foster and maintain collaborative and professional relationships with associates across the business
• Work with our carrier base to improve efficiencies and deliver customer excellence
• Work with the offshore team in Mumbai to ensure performance is in line with the Service Level Agreements and provide guidance and support as needed

The first line of defense responsibility

• Ensure that the team has appropriate resources, knowledge, and controls to have an embedded first line of defense
• Assist in the training of all relevant compliance policies and procedures, and ensure that the refresher training is provided or attended or completed on-line
• Maintain a proactive relationship with the Compliance Officer, and with Group Compliance

People management

• Responsible for managing, motivating, and developing the skills, competencies, and knowledge of team members in line with WTW HR policies and procedures, including overseeing and managing staff appraisals and objective setting
• Maintain staff competence by ensuring that staff skills or knowledge gaps are met with appropriate training and development so they are able to perform to their maximum capability and fulfill their potential and the requirements of the business
• Establish an environment that promotes respect for the individual employee and adheres to the policies and guidelines of the company
• Work with Human Resources to recruit staff with the correct level of skills and competencies, adhering to the company’s recruitment procedures and best practices
• Manage the performance of your team ensuring staff have clear pre-set objectives and get regular feedback on their performance, ensure performance appraisals are conducted in line with the firms’ standards
• Provide leadership, direction, advice, and guidance to the team maintaining high levels of integrity, motivation, and morale
• Ensure that Team Leaders that he/she manages are adequately trained and competent to enable them to be successful in their roles

Growth:

• Support the development of business opportunities through the provision of excellent operational services
• Enhance the reputation of the Business Unit as a center of operational excellence both internally and externally
• Ensure complete and accurate system data in order to enable accurate business analysis and reporting

Required Qualifications, Skills, Knowledge, Experience

Qualifications:

• Preferably educated to degree level, and preferably with professional qualifications

Skills

• Computer literacy and competency in Microsoft Outlook, Word, Excel, and PowerPoint
• Strong communication and networking skills
• Strong stakeholder management skills
• Attention to detail with high-quality standards
• Strong problem-solving capabilities and creative thinking skills
• Result-oriented
• Ability to work in an environment where processes are evolving and changing to meet the needs of the business

Knowledge/Experience:

• Significant experience in the insurance broking sector
• Experience in managing people and teams
• Proven track record of delivering excellent levels of client service through an operational function
• Understanding and experience of working in partnership with other support functions, e.g. Sales, HR, Finance, Risk, Compliance, Legal
• Experience working in a high-pressure and results-oriented environment, with the capacity to deal with and endorse change
• Experience in successfully implementing initiatives to drive operational excellence
• Operational experience which encompasses knowledge of managing diverse logistical functions

Required Mindset and Behaviours:

• WTW Values and Behaviours will underpin all roles and will guide performance criteria