Operations Director - GB Retail

We are seeking a dynamic and experienced Operations Leader to join our GB Retail team, providing strategic governance and operational support to ensure exceptional client service delivery within a compliant and efficient framework. This role will lead the GB Retail Operations Management and Facility teams, driving performance, continuous improvement, and alignment with wider CRB business goals.

The Role

• To provide operations leadership, governance and support to GB Retail in the delivery of excellent client service within an efficient and compliant framework.
• To lead the GB Retail Operations Management and Facility teams.
• Responsibility for the delivery of high-quality service to carriers and GB Retail client teams by the Facility Hub team.
• Be a proactive member of the CRB Operations Director community and where appropriate lead/assist with the successful delivery of projects across CRB LOBs.
• Be a proactive member of the GB Retail Leadership team.

Principal Duties/Responsibilities

• Leadership: Support the overall operational governance and decision-making process for GB Retail. Build and manage relationships within peer group, both internally and externally. Work with internal and external sources to identify opportunities to share and exchange best practice.
• People: Provide leadership, direction, advice and guidance to the team maintaining high levels of integrity, motivation and morale. Maintain staff competence by supplementing existing skills with appropriate training and development. 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. Manage the performance of the team ensuring staff have clear objectives and get regular feedback on their performance.
• Operational: Work with the CRB Operations and GB Retail Leadership teams to ensure that the GB Retail teams are working to Willis operational requirements. Optimize the effectiveness of GB Retail through activities being undertaken consistently by the colleagues in the correct role and location. Support and drive the delivery of the CRB GB Operations plan. Evidence operational excellence, and drive improvements through the proactive use and management of reporting metrics.
• Business Change: Proactively engage with any Group or BU led change to develop a good understanding of the requirement and provide input as to the best way to deliver the project within the business. Engagement with the wider operations and change teams to ensure delivery requirements are understood and appropriate solutions are developed.
• Conduct Risk: Understand regulatory requirements and their impact on CEM and GB Retail specific operational processes and procedures. Work with the Compliance Risk and other functional teams to ensure that operational processes and procedures put the interests of clients and the integrity of the market at the heart of the way they do business.
• Financial: In conjunction with GB Retail and other CRB Leadership, this role has responsibility for supporting Cash collection and delivery of the most favorable Bad and Doubtful Debt position at quarter end. Resource optimization – GB Retail Operations Team and proactive involvement with the Mumbai leadership regarding GB Retail offshore resource.
• Other duties or responsibilities: Uphold the values and objectives of Willis within the Business Unit. Stakeholder management at senior level inside and outside of the BU. Coordinate and manage the interaction with the recruitment process. Hold colleagues accountable for performance and consequence management.

Qualifications

• Preferably educated to a degree level and with professional qualifications (CII / Leadership / Project Management or similar).

Skills:

• Excellent management and leadership skills, with a proven track record of delivering excellent levels of client service through a large scale, matrixed operational function.
• Strong communication, negotiation and influencing skills.
• Good understanding of Willis and GB Retail products and services.
• High levels of business and financial acumen with an understanding of company strategy, operating environment and business objectives.
• An understanding of core business improvement principles and techniques.
• Strong skills in problem solving.
• An in-depth knowledge of operational best practice and experience of implementing processes, procedures and standards in an operational role.
• Proven experience of change management and delivering major change initiatives into an operational function.

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 organization. We embrace all types of diversity.

Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.