Our Technology and Administration Solutions business provides benefits administration and outsourcing solutions to many of the world’s leading organizations. 

Our Purpose is to help our clients’ employees realize the full potential of their benefits, helping them be happier, healthier and more secure. 

Our Mission is to deliver the highest quality work in the industry, providing an engaging and fulfilling environment for our colleagues, while managing significant and profitable growth.

Awards & Recognition:  

The International Association of Outsourcing Professionals (IAOP) has named WTW a leader on the Global Outsourcing 100 since 2011. Everest Research named WTW  a Star Performer in the Leaders category in 2014, and has recognized WTW as an industry leader since 2010. Fortune magazine ranked WTW number one in the diversified outsourcing industry on its annual World’s Most Admired Companies list in 2015. WTW has been listed on Fortune magazine’s World’s Most Admired Companies list since 2012.

The Role

The Benefits Outsourcing H&W Outsourcing Administration Operations Leader is accountable for supporting H&W operations and client delivery activities of Manila H&W administration operating units.  

Client: Work with leaderships from Manila operations, client delivery teams, local management, and administration governance to achieve business plans with respect to financial targets, client delivery and staff management.

Develop a trusted advisor relationship with business and H&W Outsourcing leaders through efficient, quality execution of service delivery, effective communication, and value added advice.  Collaborate with business and operations leaders to develop and streamline current operational strategies to efficiently deliver services and build global relationships. Serve as primary point-of-contact (POC) to operations and administration governance teams to coordinate, plan, and execute support needs in Manila. Responsible to support service delivery by promoting effective strategies on work assessment, resource management, scheduling, and effective/proactive communication of service/team status, issues, and risks to leadership and client team stakeholders. Owns escalations, mitigation, remediation, and stakeholder management on client teams within their specified delivery groups. Actively partner with Administration Governance on essential operations aspects such as staffing, hiring, forecasting, metrics review, and growth planning Support delivery teams to assess work streams, resources, and conflicts. Drive and actively support work transitions from one location to another or from one shift to another

 

Financials:  Support and execute business plan to deliver planned performance which creates leverage to generate revenue and profit in accordance with financial targets. 

 

Contribute to the development of FY financial budgets. Analyze and oversee efforts to meet individual and team utilization targets. Actively solicit work and look for opportunities to leverage current resources to support utilization needs Effectively manage tasks and budgets, and support efforts to keep the team maintain a healthy financial position. Identify areas of synergies to optimally utilize resources and teams across different groups. Expected to spend a portion of time on client-billable work.

 

People:  Support team performance, leadership development and strategic career planning for individual colleagues. Build trusted partner relationship with operations, governance, and client delivery leadership and bridge communication across regions.

Build a trusted partner relationships with the immediate team, LOB, Practice, and business stakeholders including leaders from Governance, Operations, and client delivery teams. Encourage open and regular dialogue between Manila and US teams, partnering for the achievement of shared goals and objectives Serve as a coach and mentor to managers and supervisors for their professional growth. Develop a succession plan for team management.   Partner with HR, corporate, and leadership in promoting and enforcing established policies and guidelines. Consistently connect and solicit feedback from the team and stakeholders regarding team performance against expectations and formulate early interventions where appropriate. Exercise fortitude and resilience amidst adversity and deal with team issues timely, collaboratively, constructively, and with a solution-oriented mindset. Identify talent risks/opportunities and develop appropriate interventions to mitigate risks and capitalize on opportunities. Primarily accountable in maintaining team engagement and cultivating a synergized team culture that promotes WTW core values. Evaluate developmental gaps/needs and formulate/coordinate training and development activities with L&D and Talent Development teams. Assist in developing tools, approaches, practices, and processes that enhances the working experience between Manila, Mumbai, and US business teams. Collaborate with other Manila Practice teams to find areas of talent synergies and collaboration. Demonstrate leadership within the LOB/Practice leadership community. Be a model of WTW core values.

 

Excellence and Operations: Ensure that work delivery consistently follows established standards and that the team functions under the highest level of quality and operational excellence.

Drive strategic execution activities and coordinate communication among all stakeholders. Execute an effective change management approach. Enforce processes, protocols and quality standards related to business continuity, information security, data privacy and business conduct. Contribute to the development of new tools, processes and solutions to optimize administration processes. Accountable for the successful and sustained implementation of ISO certifications for administrations teams in Manila. Work and partner with leadership to identify issues, risks, inefficiencies, and improvement areas and define how to address such areas. Drive continuous improvement initiatives and best practice implementation consistent with industry and quality standards Oversee team performance against established quality, security, efficiency and delivery standards. Champion efforts in identifying and mitigating risks related to these standards. Serve as primary POC to other Manila practice teams and identify areas of process synergies.

 

Key Working Relationships

With Administration Governance Leaders to plan, manage, implement, and support operational needs as well as identify and implement best practices and improvements to optimize the client delivery experience. With H&W Practice leadership to promote and report H&W administration operations in Manila and identify areas of operational improvement.  With Manila Operations Leadership to collaborate on local office operations leadership.

 

Top Competencies Required

Collaboration and Integration – Highly demonstrates interpersonal skills and is willing and able to collaborate with stakeholders, leadership, peers and staff. Ability to work independently and on teams, including virtual work teams, with members in different geographic region.  Leadership – Demonstrate leadership in operations and people development. Ability to drive results through others and grow leaders within. Change and Adaptability – Has a desire to learn, accept new challenges, adapt to and drive change, and have fun. Communication – Excellent written and verbal communication.  Problem Solving – Strong analytical, integrative, continuous improvement, and problem solving skills Operations Management – Demonstrate leadership in measuring and reporting efficiency, effectiveness, quality, and productivity. The Requirements Bachelor’s degree in any course Experienced in managing service delivery, operations and driving organizational change & development. At least 10 years of relevant management experience. At least 5 years in operations management. Ability to work with virtual teams and members from different geographic areas Ability to lead service delivery and operations of a team of 100+ across multiple shifts. People management or related experience is required. Experience working with the US is preferred. Experience in MS Project and MS Excel is a plus. Experience working in the Health & Welfare space and US Benefits is a plus.

WTW is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability. 

Equal Employment Opportunity: Know your rights 

 

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