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. As a senior leader, the role is a key contributor to the GB Retail Leadership Team and the wider CRB Operations Director community, proactively supporting enterprise-wide initiatives, business change, and regulatory compliance while fostering a high‑performing, accountable, and engaged workforce.

The Role:

• Leadership & Governance: Provide operational leadership and support for governance, decision-making, and execution across GB Retail. Act as a proactive member of the GB Retail Leadership Team and the CRB Operations Director community. Build and maintain strong internal and external stakeholder relationships, including peer leadership groups. Identify and promote opportunities to share best practice across business units and lines of business. Uphold Willis values and contribute positively to the culture, reputation, and strategic objectives of the business.
• People Management: Lead, motivate, and develop the GB Retail Operations and Facility teams, maintaining high levels of engagement, integrity, and morale. Establish a respectful and inclusive working environment aligned with company policies and values. Ensure the team has the appropriate skills, training, and development to perform to the highest standards. Partner with Human Resources to attract, recruit, and retain high-quality talent in line with recruitment best practice. Set clear objectives, manage performance effectively, provide regular feedback, and ensure formal appraisals are completed in line with firm standards.
• Operational Excellence: Ensure GB Retail operations comply with Willis operational requirements, policies, and procedures. Drive consistent delivery of activities by the right colleagues, in the right roles and locations. Support and deliver the CRB GB Operations plan, using data and reporting metrics to evidence operational excellence. Provide expert operational guidance and best practice advice to GB Retail teams.
• Business Change & Transformation: Proactively engage with Group‑ and BU‑led change initiatives, providing operational input and delivery insight. Assess implementation impacts, risks, and opportunities, particularly in relation to client service and operational resilience. Work closely with central change, operations, and technology teams to design effective solutions. Support and assist with the successful implementation and embedding of change initiatives.
• Conduct Risk & Regulatory Compliance: Maintain a strong understanding of regulatory requirements and their impact on GB Retail operational processes. Work closely with Compliance, Risk, and other functional teams to ensure client interests and market integrity remain central to operations. Support a strong and embedded first line of defense, ensuring controls, training, and policies are effective and up to date. Maintain a proactive and constructive relationship with Business Unit and Group Compliance. Cooperate fully with Internal Audit and promote a culture of continuous control improvement.
• Stakeholder & Governance Responsibilities: Manage senior stakeholder relationships internally and externally. Coordinate and oversee recruitment‑related interactions. Manage effective engagement with 2nd and 3rd line functions. Ensure high standards of accountability, transparency, and governance across operations.

Qualifications:

• Proven senior leadership experience within a large‑scale, matrixed operational environment.
• Demonstrated track record of delivering excellent client service through operational excellence.
• Strong communication, negotiation, and influencing skills at senior leadership level.
• In‑depth knowledge of operational best practice, process design, and control frameworks.
• Proven experience leading and implementing major operational change initiatives.
• Strong business and financial acumen, with a clear understanding of strategy, operating environment, and commercial objectives.
• Excellent problem‑solving skills and the ability to drive continuous improvement.
• Professional qualifications such as CII, Leadership, Project Management, or equivalent desirable.

What we offer: Enjoy a benefits package designed to help you thrive, both professionally and personally. You’ll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company. We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle‑to‑work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer: We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@wtwco.com.