Operations Supervisor (Night Shift)
Willis Towers Watson
Taguig, Manila
2d ago

The Benefits Outsourcing H&W Administration Operations Supervisor is accountable for supporting client delivery activities of the Manila H&W client delivery administration teams.

Client : Work with Administration Governance Leaders, Admin Leads, CDTLs, and Manila management team to achieve satisfactory results with respect to financial targets, client delivery and staff management.

  • Establish relationships and actively partner with Administration Governance and appropriate parties on essential operations aspects such as staffing, hiring, and forecasting.
  • Collaborate with business and operations leaders to develop and streamline operational strategies to efficiently deliver services and build global relationships.
  • Effectively support staffing coordination within and across CDT’s. Participate in weekly CSDG admin meetings.
  • Provides SME guidance to BSA's for efficient work delivery and to resolve issues.
  • Provide inputs and solutions to address issues that hinder optimal BSA utilization across client teams. Understand the escalation path and work with CDT’s for issues that need additional support.

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

  • Provide input on financial plans and budgets as needed.
  • Analyze and oversee efforts to meet utilization targets
  • Regularly monitor utilization and flag risks / issues to leadership and client team stakeholders.
  • Actively solicit work within and across CDTs / CSDGs to support utilization needs.
  • People : Support team performance, development and career planning for individual colleagues. Build trusted partner relationships with administration governance leadership and CDTs.

  • Provide people leadership to the shared BSA resource pool across multiple CDT's.
  • Drive HR and administrative processes consistent with local and LOB guidelines.
  • Manage 8-10 colleagues and be responsible for the following activities for each direct report : Continuous colleague development and understanding available career paths.
  • Advocate colleague career growth and utilize available tools to support efforts.Adhere to the standard performance cycle from objectives setting, ongoing reviews, year-end assessments, and related people / matrix management responsibilities.

    Serve as a coach and mentor.

  • Champion team engagement and continuously solicit feedback regarding team performance against expectations
  • Foster teamwork, positive morale, open communication, and make this a great place to work
  • Drive team participation in local and LOB team development and engagement activities.
  • Serve as the face and voice of leadership in cascading information, changes, and organizational direction to direct reports.
  • Be an active member of the broader local and LOB management teams.
  • Support in identifying areas of people synergy and leverage diversity of thought and talent in delivering better solutions.
  • Serve as an example of WTW values and promote an environment conducive to value demonstration.
  • Excellence : Ensure that work delivery consistently follows established standards and that the team functions under the highest level of quality and operational excellence.

  • Participate in the planning and implementation of initiatives and be capable to lead when necessary.
  • Oversee team performance against established quality, security, efficiency, compliance, and delivery standards. Champion efforts in identifying risks and enhancing work delivery related to these standards.
  • Contribute to the establishment of best practices consistent with industry and quality standards
  • Use understanding of key concepts in identifying areas of continuous improvement and effective strategy formulation
  • Serve as a training resource for client on-boarding and ad-hoc knowledge sharing.
  • Serve as an emergency backup resource on multiple clients.
  • Support business continuity planning, communication, and staffing to ensure client coverage during BC situations.
  • Support implementation of practices, tools, and methodologies that optimize work processes geared towards improving efficiencies, productivity, and the overall client experience.
  • Key Working Relationships

  • With Manila Administration Team Leader and Administration Governance Leads to closely monitor day to day operations in the administration space and implement best practices and improvements to optimize client delivery experience
  • With Admin Leads to address identified issues in the administration within the CDTs
  • Key Metrcis

  • Operations excellence (Compliance, Quality, Security, Efficiency)
  • Team utilization
  • Team retention
  • Stakeholder feedback
  • Top Competencies Required

  • Collaboration 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 a different geographic region.

  • Leadership Experienced in leading a team and other relevant people management backgrounds. High sense of accountability.
  • Demonstrate deep consulting capabilities.

  • Change and Adaptability Has a desire to learn, accept new challenges, adapt to change, and have fun.
  • Communication Excellent written and verbal communication.
  • Problem Solving Strong analytical, integrative, continuous improvement, and problem-solving skills
  • The Requirements :

  • Bachelor’s degree in any course
  • At least 7 years of relevant work experience.
  • Ability to work on "virtual" teams with members from different geographic areas
  • People management or related experience is required.
  • Experience in MS Project and MS Excel is a plus.
  • Experience working in the H&W space is a plus.
  • Experience working with the US is preferred.
  • Willis Towers Watson is an equal opportunity employer.

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