Operations Manager

The Role

As a core member of the ICT Europe, Middle East and Africa (EMEA) Regional Operations team, you will focus on the effective deployment and streamlining of people, processes and tools. You will drive operational discipline, efficiency and automation to facilitate effective and maximised client engagement and superior business performance. The role will report to the Regional Operations Director, and operates within a team that spans Business Operations, Excellence and Project Management activities.

Innovation & Operational Excellence

• Seek out opportunities to enhance operational excellence and drive continuous improvement across all ICT EMEA business activities
• Lead and/or project manage major operational improvement and change initiatives across ICT EMEA, developing and maintaining BAU processes where applicable (e.g. Records Management, Digital Workplace, Resource Optimisation, Project Management, Business Support etc.)
• Coordinate regional resourcing efforts to promote optimal staffing combinations for projects and to maximize colleague productivity
• Develop and maintain a profile as the ICT EMEA interface and key point of contact for corporate functions (including HR, Finance, Legal, Compliance, Privacy etc.) and support corporate-led processes, policies and initiatives in a way that is meaningful to ICT's business
• Contribute to ICT's regional Excellence initiatives, particularly where there is an ensuing change in policy, process or tool
• Meet or exceed WTW's performance standards across all aspects of work

People

• Develop and maintain a working knowledge of ICT EMEA's people map to provide guidance around recruitment, onboarding and other people movement (led by HR)
• Manage ICT EMEA's external contractor database, and work with HR, Legal and Compliance to guide related ICT business processes
• Work closely with business leaders, HR and other stakeholders to champion and execute people-focused business initiatives including all-colleague communications and learning and development programs (e.g. Career Accelerator Programme, Graduate Induction, other strategic/tactical education series)
• Manage operational aspects of ICT EMEA's knowledge management facilities, including maintenance of the ICT EMEA intranet homepage and management of the regional intranet content editing team

Financial

• Actively support ICT financial objectives by driving operational efficiencies, cost containment and a continuous improvement agenda
• Oversee regional license and subscription activity, including usage and renewal
• Champion the effective rollout and embedding of policies, processes and tools that drive improvements in specific financial KPIs (e.g. contracting, billing and collection processes to improve cashflow metrics)
• Collaborate with Finance/HR/Recruitment etc. regarding data and analytics for production of MI, to drive transparency and delivery of meaningful financial commentary that informs business decision making

Clients

• Seek out opportunities for continuous improvement in the processes and tools that relate to client management, pipeline management and sales, including working with the Sales Effectiveness Team regarding data management (including CIS and Sales Resource Centre)
• Project manage and/or implement agreed actions that support achievement of ICT EMEA's client-related business goals

The Requirements

• Strong business operations, business analysis and/or project management background
• Business transformation or change management experience ideal
• Understanding of WTW/ICT's clients, services, products, propositions and strategy
• Insurance industry background with European experience preferred
• Excellent organisational skills
• Results driven; a competent doer" with the ability to succeed in a multi-tasking environment
• Ability to remain focused on the big picture, prioritising underlying and often competing tasks
• Ability to quickly build and maintain trusted relationships through effective communication, collaboration and efficient, quality execution
• Exceptional stakeholder management capabilities, being able to influence withoutauthority
• Outstanding communication skills through a variety of mediums
• Skilled in conveying leadership messaging in the form of written communications to large groups
• Proficiency across Office 365 suite, including a high level of competence in manipulating and analysing data in Excel, presenting information in PowerPoint/ Word, and leveraging collaboration platforms
• High degree of verbal and written fluency in English; ability to speak other European language(s) helpful but not essential
• Self-driven learner and achiever, looking to succeed through teamwork, collaboration, decisiveness and integrity in all aspects of work

Our work style: At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a "hybrid" style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and hybrid" is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and WTW offers flexible working opportunities and part-time working.

What can we offer you? As an industry leader, we offer a competitive salary and an excellent benefits package including: pension, life insurance, medical insurance, eye care voucher and flexible benefits including critical illness cover, dental cover and many other options.

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 organisation. We embrace all types of diversity.