The Role

• Responsible for the H&B operations in our Medellin and Sao Paulo Delivery Centers including Flexible Administration activities, ensuring consistent quality service to all clients, and SLAs, and providing a consistent consumer-grade service
• Work with multi-cultural and virtual teams including H&B Global and Regional Operations, local office leaders, and senior business stakeholders to define and implement business strategies and programs
• Anticipate and manage the growth of the business by maintaining and proactively planning organizational design within the delivery center. Resource planning and management – not only for growth but BAU ‘peaks and troughs’ to ensure consistency of service
• Working closely with H&B Operations in Mexico Regional Delivery Center leadership to ensure capacity and skillsets are anticipated for the transition of new work to the center. Ensuring resource has been maximized to demonstrate the clear business case for recruitment.
• Develop a trusted advisor relationship, by leveraging your industry experience, with senior stakeholders from different countries and locations
• Sustain stakeholder confidence in our Medellin Delivery Center through effective communication and quality execution of projects
• Ensure that operational processes are adhered to and SLAs met. Ensuring that customer inquiries are managed through case management and quality & SLA metrics are consistently high grade.
• Implement and sustain Continuous Improvement, Excellence, local compliance, and other relevant standards (i.e. ISO). Ensuring a disciplined and execution-orientated culture.
• Conduct regular (monthly, quarterly, annual) operations performance reviews with H&B Operations and business stakeholders. Thereby demonstrating that you have a consistent understanding of group performance.
• Proactively plan resourcing requirements and manage workforce allocation across processes and/or geographies supported. Able to communicate requirements to global 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 P&L.
• Able to inspire the team to ensure a culture of maximum engagement with a focus on quality, efficiency, high performance, and client satisfaction
• Provide performance coaching to managers and Team Leaders, continuously identifying learning opportunities from daily work and reinforcing positive work habits/ professional behaviors
• Conduct regular, formal performance reviews for Managers and Team Leaders, and work with them to create and monitor development plans; not only provide promotion and compensation recommendations but also able to manage attrition and absenteeism.
• Collaborate and communicate clearly with stakeholders and colleagues at all levels
• Strategic view of your workforce abilities allowing for clear succession planning

The Requirements

• 7+ years of experience working in a multinational insurer shared services firm is essential.
• 10+ years’ management experience with a significant portion of this experience managing large and complex teams, including sub-team structures.
• Experience in managing your P&L.
• Fluent English is required.
• Knowledge in Lean, 6 sigma(certification preferred)
• Deep experience in the insurance industry. You must be familiar with claims support, insurance documentation, accounting & settlement, and the end-to-end brokerage process.
• Experience working with several countries in Latam.
• Extensive experience managing service centers.

Willis Towers Watson is an Equal Opportunity Employer

The Requirements

• 7+ years of experience working in a multinational insurer shared services firm is essential.
• 10+ years’ management experience with a significant portion of this experience managing large and complex teams, including sub-team structures.
• Experience in managing your P&L.
• Fluent English is required.
• Knowledge in Lean, 6 sigma(certification preferred)
• Deep experience in the insurance industry. You must be familiar with claims support, insurance documentation, accounting & settlement, and the end-to-end brokerage process.
• Experience working with several countries in Latam.
• Extensive experience managing service centers.