Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 39,000 employees in more than 120 countries.
We are recruiting to fill the position below:
Job Title: Head of Operations and Technology
Location: Nigeria
Job Description
Overview:
- The Head of Operations & Technology is responsible for the delivery and implementation of efficient and cost effective operations functions, ensuring that all outcomes support the strategic objectives of WTW South Africa, while embedding a continuous improvement culture that strives for operational excellence and sustainable long term efficiency.
- The Head of Ops & Tech will also play a critical role in shaping and delivering strategic initiatives, including possible acquisitions, divestitures, integration projects and restructuring while remaining focused on driving and delivering improvements to business performance and cost effectiveness through operational efficiency.
- This role will serve as an effective liaison with the businesses within WTW South Africa and the functional teams including HR, IT, Compliance, Risk, Legal, Finance, WTW Group Audit (internal and external) and Accounting & Settlement. Other critical components of the role include supporting the business in ensuring they have embedded a robust operational control environment (First Line of Defence), particularly focused on supporting new business propositions, as well as supporting the delivery of financial efficiency through focus on cost management and operational efficiency.
Major Accountabilities
- Responsible for delivery of high quality, cost effective operational support to help drive process control and leading levels of customer satisfaction
- Take primary responsibility for establishing, assembling, and approving all operational business plans and sets business direction, develops, implements and oversees operational models to meet the unique needs and business requirements for WTW South Africa
- Leads, directs and motivates direct reports in the end-to-end client service delivery, ensuring the highest possible levels of service through the ongoing management, training and coaching of Associates to meet current future requirements
- Develops, promotes and enhances a culture of “client first” service to ensure consistent delivery of excellent client service and client retention. Works closely with the service team managers to establish the areas of client service that need to be measured in order to maximise the opportunity for achievement of overall objectives
- Leads the delivery of standardised policies, procedures and service standards. Ensures these are understood and followed by the business so that all aspects of risk management, information security, legislation and regulation are managed effectively
- Drives ongoing efficiency and effectiveness of the business to ensure year-on-year delivery of cost reduction and service delivery improvements
- Builds and manages relationships across Willis Towers Watson, and with external partners and suppliers, to align perceived and actual levels of service to all WTW clients
- Supports the CEO/Business in ensuring the appropriate first line of defence controls are in place
- Ensures that the function has optimum number and quality of resources required to deliver the functional objectives and that they are effectively controlled and targeted
- Plans, supports and reviews the performance of the function, identifying development needs for both individuals and the team as a whole. Works with HR to optimise training and development opportunities
Knowledge/Skills/Behaviours
- Bachelor’s or Master’s level Degree, preferred
- Experience working within the general insurance broking business, understanding of the industry and processes
- Experience with a formal process improvement methodology (Six-Sigma, Lean, TQM, etc.) and personal history applying them to deliver business benefits within and organization. Certification a plus.
- Ability to influence and effectively manage all stakeholders
- Ability to structure and present complex ideas and data
- Experience of working in a high pressure and results oriented environment, with capacity to effectively create, lead, and achieve change quickly
- Experience of successfully implementing initiatives to drive operational excellence
- Operational experience which encompasses knowledge of managing diverse logistical functions
- Good working knowledge of relevant regulations
- Process orientated, an organiser with strong planning ability and attention to detail
- Strategic thinker who can decompose complex issues and find solutions.
- Ability to work with 3rd party consultancies to deliver results
- Proven track record of delivering excellent levels of client service through an operational function
- Understanding and experience of working in partnership with other support functions, e.g. Sales, HR, Finance, Risk, Compliance, Legal
How to Apply
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Job Title: Technical Operations Head, CEEMEA
Location: Nigeria
Job Summary
- To act as an advisor to the Regional Team and in specific, the Head of Operations, in relation to the operational risks within the CEEMEA Region.
- Compliance and Audit in ensuring that we have a good insight into the risk profile for the region and appropriate risk mitigation plans in place to manage the risk.
- This role will be key in supporting Country Heads in building the appropriate risk and controls frameworks for the countries ensuring that we leverage best practice, existing knowledge and common sense in supporting the businesses to transact and grow.
- This role will work alongside the Regional leadership team and closely with Regional
Principal Duties/Responsibilities
- Participate as a member of the Regional Operations Leadership Team, working alongside sub-Regional COO’s, Change Leadership, PMO and IT
- Work closely with Regional Compliance and LCO’s in the review and consideration of operational risks
- To act as an advisor and coach to the business CEO’s in the design of operational controls and in the effective introduction and implementation of policies and procedures
- Identify the gaps, risks and identify potential solutions for supporting the business in the effective implementation of controls –work out how we fill the gaps between the business implementation/execution and 2nd line of defence, particularly in sub-scale organisations
- Support the business in preparation for audit
- Work with risk advisors to identify political and physical risks for the region – understand the implications for business continuity and physical security; for high risk locations, work with Group Security in creating scenario based training for business leaders for incident management (examples like the Middle East/Bahrain or Japan where political or physical incidents mean we need to think about operations recovery in a different way)
- Oversee (not do) the business continuity planning for the region
- Work with project and OPEX teams in supporting the design of effective controls when implementing TOM/”Cook Book”. Demonstrate and utilise your knowledge of the business and processes to challenge and drive for better ways of working; be integral in process design
- Work with LCO’s on control framework development. Use your experience and business knowledge to rationalise and optimise the control environment – drive to standardise across the region
- Act as an advisor to outsourcing programmes to ensure effective management and good governance
- Teach, mentor, support.
Required Qualifications, Skills, Knowledge, Experience Qualifications
- Bachelor’s Degree or equivalent experience
Knowledge, Skills, Experience:
- Minimum 5 years’ experience in a corporate Internal Audit or Compliance function in a multi-cultural environment
- Experienced in engaging, managing and influencing challenging stakeholders in a non-hierarchical environment towards achieving a common vision or goal
- Knowledge of the first/second/third line of defence principals
- Strong interpersonal and communication skills.
- Cultural awareness and able to adapt style and approach to the country they are working in
- Experience of the analysis of process control environments in conjunction with regulatory requirement and subsequent diagnosis of deficiency/recommendation of change
- Experience of the insurance sector
- Experience of the region.
How to Apply
Click here to apply for this Position
Job Title: Business Analyst
Location: Nigeria
Job Description
- This role is for a business analyst in Franco Africa team, delivering the LISA Functionality Enhancements programme.
- Works with teams to help them understand and implement the solutions agreed in the business case document.
- Supports the project and program managers.
- This role is to work as a liaison among stakeholders in order to elicit, analyse, communicate and validate requirements for changes to business processes, policies and information systems.
- Summarizes large amounts of information to understand business problems and opportunities in the context of the requirements, and recommends solutions that enable the organisation to achieve its goals.
Principal Duties / Responsibilities
Principal Duties / Responsibilities Manager of People / Individual Contributor:
- Individual Contributor
Geographic Scope of Role:
- Based in Franco Africa, with travel required between WTW offices
Budgetary and Risk Management Responsibilities:
- None
Revenue Responsibilities:
- None
Others:
- Quality of analysis, allowing the business to make informed choices
Analysis:
- Understands the factors and requirements that drive the business’ goals, objectives and work practices
- Conducts detailed analysis across the TPA business areas
Facilitates workshops:
- Work with stakeholders to identify business opportunities and / or issues and to ensure understanding and support for proposed solutions
- Identifies options and assists more senior colleagues in determining the appropriate solution
- Clearly defines measurable success criteria and articulates project benefits and costs using financial models to define current costs and to produce the financial savings for the business case and project costs to achieve the savings
- Seeks knowledge and specialist skills outside own area of expertise, as appropriate to the project
- Documents and presents process flows / diagrams, analyses and suggests improvements
- Documents business requirements, prepares feasibility studies, and facilitates business process re-engineering and solution design
- Proposes appropriate solutions to meet business goals, understanding the wider implications
Implementation:
- Ensures throughout the lifecycle of a project, that the solution delivered is appropriate to the stated business need
- Implement project solutions to time, cost, quality and scope
- Align implementation activities with overall project / program outcomes
Build UAT Test scripts:
- Supports the business throughout the testing and implementation of the solution, to realise all identified business benefits
Business Case:
- Quantify costs and benefits of solutions and contribute to the creation of business cases
- Contributes to the development of the project business case providing necessary detail on the existing operations, the benefit of any changes and the costs to be incurred to implement change
- During delivery, advise if design or solution impacts the agreed project scope and produce a change requests as required in support of any required change
Project:
- Advises the business as a subject matter expert in business analysis, data analysis, organisational design and systems requirements
- Follows the governance and reporting process
- Maintains awareness of current IT capabilities, future developments and industry trends
- Supports project managers in designing, planning and implementing change projects
Qualifications
- Bachelor’s Degree or equivalent experience.
Knowledge, Skills, Experience:
- Significant experience of successful Lean / Operational Excellence project delivery
- Operations experience
- Capable facilitator and trainer able to transfer learning and skills
- Experience of working within financial services (insurance industry preferable)
- Strong interpersonal and communication skills.
- Business Analyst preferably as part of business change
- Experience of facilitating workshops and conducting interviews with stakeholders at all levels
- Experience in documenting and presenting process flows / diagrams
- Understanding of the organisation structure, functional interaction and roles and responsibilities
- Understanding and experience of the full project lifecycle
- Experience of the insurance/financial sector
- Good knowledge of change management principles and methodologies with experience in role, process and systems transformations
- Cultural awareness and able to adapt style and approach to the country they are working in
- Numerate and IT literate and a proficient user of Microsoft Office tools specifically: PowerPoint and Excel Experience of Process modelling tools (e.g. Visio) and any resource or financial planning tools
- Useful to have experience of: project management tools (e.g. Microsoft Project)
- Ability to find innovative ways of solving or pre-empting problems
- Desirable: experience in project management.
How to Apply
Click here to apply for this Position
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