Global Excellence and Operational Transformation Lead

WTW Enterprise Delivery Organization's (WE DO's) Enterprise Operations, Global Corporate Operations function provides a simplified, digitally enabled, world class transformational experience to our business partners with the highest integrity and quality. Through its Global Service Management team, it is responsible for supporting the Finance and HR organizations through third party vendor management, operational and continuous improvement initiatives, service levels and key performance metrics, quality assurance, service governance and knowledge programs across its support framework.

The Global Excellence and Operational Transformation Lead is responsible for leading an integrated launch readiness plan and execution within the Global Corporate Operations function for several transformative and world class growth initiatives. The role will partner with Finance and Human Resources stakeholders, Corporate Operations leaders, and service delivery teams to ensure launch readiness, quality assurance and timeline targets to assist with strategic goals. The individual will achieve this through deep cross-functional alignment and collaboration via implementation and management of the operational framework, transitional methodologies, and standard end-to-end processes. You should be an operational and delivery focus individual who looks for the right business and commercial solutions, uses data to inform decisions, eager to bring a clear ‘outside in’ view to challenge a continuous improvement mindset.

The Role

• Enable and drive forward Global Corporate Operations towards its operational maturity agenda – reducing inefficiency and driving scalability, improving customer and employee satisfaction, and driving greater centralization and value.
• Support teams to solve complex problems by facilitating structured problem-solving events, eliminate waste and deliver new capacity / capability against the operations strategy and enterprise growth plans.
• Create a quality culture that is customer centric and focuses continuous process improvement, with a balanced concept of cost efficiency and service effectiveness.
• Create and implement the overall quality management framework. This includes but is not limited to documentation and procedures, quality review, metrics reporting, performance management and process improvement.
• Develop and implement metrics and tracking mechanisms to monitor progress and impact of the transition, providing insights to support decision-making and drive continuous improvement. Ensure repeatable processes / standards are implemented across all Global Corporate Operations.
• Analyze and roll out the best practices along with communicating the approaches and tools to enhance the operational maturity.
• Ensure knowledge transfer of quality and process improvement concepts to leaders and associates concepts through trainings.
• Work closely with an integrated team to propose, design, and deploy process improvement activities and tools. Build and manage processes, business requirements, documentation, playbook, SOPs, and repository.
• Collaborate with the implementation of a framework to determine the optimum level of resources needed for the service delivery teams.
• Proactively foster an environment for continuous improvements across all services supported by Global Corporate Operations.
• Work effectively across the organization with stakeholders, change management, service delivery teams, trainers, content owners, and subject matter experts to deliver upon targeted strategic goals.
• Plan and allocate sufficient resources to initiatives, providing priority based on changing functional needs, resource capacity, risk exposure and interdependencies.
• Establish a value-driven and consistent culture, globally – that is metrics driven, outcome focused, process based, and focused on service and continuous operational improvement.

The Requirements

• 8 - 10 years of experience in process improvement or operational excellence roles within a large global organization.
• Experience of building a process/launch excellence capability and key foundations (method, tools, management etc.)
• Proficient in using process excellence and automation technology, tools and software e.g. process mapping, mining, analysis, robotics and intelligent automation, workflow orchestration, AI etc.
• Strong understand of GBS and Centralization strategies. Able to move from technology captures to AI and Automation.
• Experience working as a program or project manager on prior transformations, leading global strategic initiatives, within a shared services environment undergoing a transformation mindset.
• Ability to work in a fast-paced and knowledge-driven environment while juggling multiple priorities.
• Ability to manage and motivate team members to optimize team effectiveness, collaboration and to work in a continuous improvement environment.
• Strong analytical abilities and experience in executing innovative approaches.
• Experience in project management, service management, quality management or other continuous improvement initiatives - Lean Six Sigma and Design Thinking a plus
• Experience with working alongside and influencing stakeholders across different levels of seniority and successfully influencing outcomes.
• Excellent verbal and written communication skills, including the ability to comfortably engage with and build trust with remote teams and internal customers.
• Demonstrate a global, multicultural, and cross functional mind set.
• Possess strong change leadership and management skills to empower improvements drive change.
• Experience working in a shared services operations environment is a plus.
• Availability to travel as business requires.
• Advanced knowledge of various knowledge base and case management tools as well as Microsoft Office products and SharePoint

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary being offered for this role is $135,000. USD -$165,000. USD. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (Washington State only)
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k).

EOE, including disability/vets