Post 2022-2024 Transformation program this leader will be responsible for ensuring the sustainability of the changes and efficiencies delivered during the transformation period. 

They will manage the pipeline of projects left to deliver and also be responsible for devising and executing upon continuous improvement efforts going forwards, thus continuing to increase efficiency across the Western Europe portfolio of countries. 

The role will also be responsible for ensuring governance oversight and execution of the operational strategy and vision for Corporate Risk and Broking Western Europe (excluding France). This includes monitoring day to day operational activities in these countries and ensuring to deliver a good level of client service for the Risk and Broking business.

The role works closely with IT Colleagues (Global/Regional /country), the Head of Risk and Broking Europe / countries, the Lisbon hub and the Europe CRB Head of Business Operations, to define and execute operational priorities which support delivery of the profitable growth objectives.  

This leader will be a member of the Europe Business Operations Leadership Team and will report to the Europe CRB Head of Business Operations and a member of the WE DO organization.

The Role:

Develop and execute the operational vision for Corporate Risk and Broking Western Europe, working with business and function leadership and across multiple stakeholder groupsIn addition to country CRB Operational leaders the role has line manager responsibility for Operational Risk, Projects Delivery & Change and also for coordinating the relationship with the RLDH team in Portugal on behalf of WE (including France)Continue to move towards a standardized operating model across Western Europe countries and ensuring we sustain the progress made on the countries operating model (right work, right location, role segregation) and promote the evolution of FTEs offshore.Provide support to the Regional Head of Broking to improve adoption of the Broking platform in WE and drive the roll out in the remaining countries post transformation program.Lead the roll out of the other CRB Corporate platforms in Western Europe Implement a Western Europe governance for the activities managed by the Lisbon hub as FTE number will continue to grow, including a focus on wage arbitrage (in cooperation with the LRDH and WE CFO).Implement a Western Europe governance for the Automation of CRB initiatives to make sure we leverage work done in other geographies / segments and we replicate live automation in various Western Europe countries.Drive additional changes in the countries where profitability is an issue Co-ordinate and oversee global “top down” initiatives when they reach Western EuropeFormalize the project portfolio across countries and form a change COE forum to share change portfolios across Europe region. Identify opportunities to rationalise efforts across sub geos and share resources / learnings where possible.Work with Enterprise Operations to transition the B2C activities ensuring we keep a very close collaboration and coordination on the ground to maintain / improve customer serviceDevelop operational metrics to assess and improve in country day-to-day operational activities and capacity model tool to monitor workloads and resource needs. Develop and distribute a monthly Western Europe client service dashboard with key KPIs Oversee the day-to-day operational activities of the CRB business, including:Develop, promote, and enhance a culture of client first service. Evidence operational excellence through the proactive use, management, and improvement of reporting metrics, demonstrating a continuous improvement passion and capability.Identify poor customer service areas (backlogs etc) and implement remediation plansSupport risk and compliance functions as needed, to deliver a high-quality operating environment, ensuring all current and future regulatory requirements are met, and which provides CRB Europe leadership with the information and controls required to run the business (Excellence placement framework, KYC, Record management, Third parties)Participate in financial planning for and evaluation of business performance Manage the business operations population in Western Europe in terms of talent management, salary reviews, objective settings & performance reviews, succession planning and fostering a diverse and inclusive work environmentEnsure superior stakeholder management vs WE CRB Leadership team to make sure support is coming from the top.

Equal Opportunity Employer 

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

The Requirements:

Strong experience in managing transformation programs, including the financial aspect and delivering the expected outcomes on time within budgetComfortable with managing the financial aspects of change programs (business cases, savings and expenses tracking, forecasts)Ability to frame change initiatives without all the detailed work being done at the start and establish the direction of travelAbility to handle multiple activities in parallel and manage significant workloads delivering across multiple countries/geographies - awareness of cultural and mandatory nuances and importance of considering this when putting transversal proposal forwardAbility to work closely with country senior management teams and embark them on the change journeySignificant knowledge and experience in the insurance / reinsurance broking sector, working across geographic boundariesProven experience in delivering IT projects, process automation / digitization Gravitas and ability to influence and collaborate with Global and Regional senior management Experienced in work force location activitiesKnowledge of Lean, Six Sigma, or other process improvement methodologies and experience of applying them to deliver business benefits within an organizationTeam-player, who is able to work with people at all levels and flex leadership style to the situation, with a focus on motivating and developing individuals to drive excellenceProven ability to recognize and diagnose issues and propose solutionsStrong verbal and written communication skillsCulturally sensitiveComfortable with technology, must be able to understand functionality of core systems Demonstrated experience of successful implementation of a support services proposition, including appropriate systems, processes, succession planning, BCP and KPIs.