Director Of Operations - Property & Casualty Service Operations

Willis Towers Watson Scottsdale , AZ 85250

Posted 11 months ago

We know how companies can unlock potential through effective risk management. Our clients rely on us to craft strategies to quantify, mitigate, and transfer risk, taking advantage of our specialist industry experience and unparalleled market know-how. The result is a new way of embracing risk that drives superior results.

Our clients expect superior service and our Director of Operations is focused on building and delivering through the best teams in the industry. Focused on best in class service, they are key to the planning, execution and delivery of client support management.

Employment-based non-immigrant visa sponsorship and/or assistance is not of specific job opportunity.

The Role

This position is responsible for driving alignment and consistency of local operations through:

  • Partnership with CRB Leadership

  • Collaboration with Regional Director of Operations Team

  • Strategic planning and tactical execution

  • Lead and mentor office service delivery positions

Provide CRB Leadership with strategy and business decision support including yet not limited to:

  • Annual business planning, Organizational structure and Staffing

  • Partner with CRB leaders in presenting strategic vision, articulating benefits, and listening to feedback / improvement opportunities

  • Provide ongoing development of a consistent service platform that supports client management, service, and broking while promoting financial goals and supporting the Willis Towers Watson Values

  • Partner with Broking leadership to provide ongoing operations support and build team collaboration

  • Oversee delivery of insurance brokerage services to ensure that they meet or exceed quality standards for the insurance brokerage industry in terms of speed, accuracy, and technical content ultimately driving client retention

  • Act as Advocate Partner as designated

  • Manage book of business as designated

  • Partner with CRB leader and drive the implementation process and technology improvements

  • Develop and drive metrics leading to process improvement and associate accountability

  • Work with Regional Operations Leader and Learning & Development team to ensure associates are trained

  • Oversight of systems integration, implementation, training, and migration

  • Collaborate with CRB leadership to ensure the delivery and content of Client Advocacy Reports and Client Service Plans

  • Collaborate with CRB leadership to review NPS results and client interviews to identify improved client service opportunities

  • Act as liaison to Client Support Teams

  • Ensure effective use of centers of excellence

  • Point of escalation to assist in resolving internal and client issues relating to centers of excellence

  • Ensure process implementation and compliance with Willis Towers Watson corporate and regulatory standards in collaboration with compliance, legal, and audit.

Revenue, Expense, and Cash Flow Management

Support CRB Leadership and Financial Director / Analysts for operational aspects of:

  • Annual business planning

  • Monthly Billing Reports and Pipeline Management (accuracy in forecast management)

  • Expense control, Willis Investment Model adherence, outlook, and margin intervention process

  • Aged A/R process

Human Resources

  • Lead, mentor, and coordinate Service Team Leaders as applicable

  • Identify subject matter experts, super users, and future leadership potential

  • Partner with CRB leadership to identify and drive clear roles and responsibilities for client management, service, and broking, (role clarity)

  • Direct report responsibility Service Team Leaders / Service associates

  • Work with office leadership and HR Business Partner to recruit, interview, and hire service positions

  • Partner with HR and CRB leadership to identify performance improvement opportunities and action plans.

  • Ensure all new associates are oriented to Willis Towers Watson

The Requirements

  • Minimum of 5 years Property/Casualty insurance industry and operational leadership experience

  • BA/BS Degree in insurance, finance or related field a plus.

  • Advanced designations such as CIC, CPCU, ARM desirable

  • Excellent organizational and leadership abilities

  • Human Resources acumen and leadership skills

  • Strong communication skills including clear, articulate and confident written and verbal communication

  • Ability to articulate business case to support management initiatives and influence outcomes

  • Approachable, positive demeanor with hands on and team focused work style.

  • Demonstrates ability to collaborate across a company including conflict resolution, solution oriented and team building abilities.

  • Knowledge of industry's legal rules and guidelines

  • In depth knowledge of diverse business functions and principles

  • Working knowledge of data analysis and performance/operation metrics

  • Familiarity with MS Office and various business software

The Company

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 45,000 employees serving more than 140 countries and markets. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas the dynamic formula that drives business performance. Together, we unlock potential. Learn more at

Willis Towers Watson is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity: Know your rights.

Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.

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Director Of Operations - Property & Casualty Service Operations

Willis Towers Watson