Au Operations Manager

This role is based in Melbourne however we are open to this role being based in Sydney, Brisbane or Perth.

**The Role**:

- Provide support to the Mumbai Hub to ensure maintenance of acceptable service standards and implementation of change as required
- Key input to forecasting, monitoring and reporting of Mumbai Hub processes to maintain internal client satisfaction and appropriately manage costs
- Subject Matter Expert for the KYC (Know Your Client), Online Questionnaires, Second Pair of Eyes (2POE) and Client Excellence Review processes by being the escalation point for all queries and adherence to training requirements for staff as per the defined WTW strategic agenda
- Regional Owner of the Risk Intelligence Central platform and partnering with local, regional and global teams to drive increases in client utilisation of the tool and further enhance functionality to provide value
- Manage the content and access to CRB HUB intranet pages
- Champion & role model a culture of Operational Excellence and superior client service across Operations and the broader Australian organisation through design and management of processes that meet internal / external customer expectations
- Help ensure “one best way” across WTW operations & claims processes, including maintenance of Australian Standard Operating Procedures, Quality and Process reporting and strategies
- Stakeholder management and influencing across Australian business to understand and deliver on business requirements & shared objectives
- Identification, prioritisation and implementation of process improvement and other change initiatives to help improve the client experience, employee experience with internal processes and manage cost
- Support the execution of strategic change programs or initiatives as required; help ensure operational readiness for a successful transition
- Partnership with cross functional teams to successfully deliver of key solutions as required
- Contribution to AU / NZ Operations budget planning and monitoring as required
- Ensure all relevant compliance, legal and operational risk obligations across Australian Operations processes, inclusive of centralised Claims are met

**The Requirements**:

- Relevant Tertiary qualification preferred but not essential
- Professional Insurance Qualification
- Over 10 business cycles within Insurance Broking or Financial Services, deep understanding of Insurance Broker model, including Claims Management
- Team leadership, ability to lead virtual teams
- Operations / Process Leadership
- Process Improvement
- Project management: design and coordination of action plans and teams to implement a shared goal
- Ability to influence senior stakeholders and communicate succinctly at all levels
- A strong personal desire to achieve excellence
- Demonstrated drive to achieve significant change in relatively short periods of time
- Comfortable in complex and ambiguous organizational setting
- Ability to operate effectively under pressure with multiple stakeholders
- Highly organized with the ability to prioritize workload
- Demonstrated knowledge of change management, process modelling, KPI, quality/Lean methodologies preferred
- Ability to flex from contribution to design of strategy to implementation of tactical action plans to deliver
- Strong written & verbal communication skills
- Computer literacy and competency with Microsoft Outlook, Word, Excel and PowerPoint.

**In the spirit of reconciliation WTW acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.