Brazil Operations Leader H&B

Willis Towers Watson; Guarulhos; Presencial; BRL 200.000 - 300.000; Tempo integral

Resumo da oferta

A global insurance firm based in São Paulo is seeking a strategic Operations and Technology leader. The role involves overseeing the operations team while executing technology strategies to enhance client experiences and optimize business performance. Candidates should have 5–10 years in insurance operations, with strong leadership skills, strategic planning capabilities, and fluency in English and advanced Spanish. This position ensures collaboration across global teams and drives continuous improvement initiatives while achieving operational excellence.

Qualificações

• 5–10 years of experience in Insurance Broking or Financial Services, with a deep understanding of Insurance Operations.
• Proven track record in leading operations and technology functions within a matrix or multinational environment.
• Strong strategic acumen linking operations and technology delivery to business financial results.

Responsabilidades

• Lead the design and execution of the country’s Operations and Technology roadmap.
• Define and oversee the end-to-end technology ecosystem strategy.
• Daily management of the Operations team for central administrative support.

Conhecimentos

Leadership

Strategic planning

Process Improvement

Stakeholder management

Fluent in English

Advanced in Spanish

Descrição da oferta de emprego

Description

Key Responsibilities

• Strategic Leadership
  • Lead the design and execution of the country’s Operations and Technology roadmap, fully aligned with business, regional, and global strategies.
  • Partner with senior leadership to ensure operational and technology initiatives directly support commercial growth and financial performance.
• Technology Strategy & Execution
  • Define, implement, and oversee the end-to-end technology ecosystem strategy, covering:
    • Client-facing solutions (digital portals, engagement platforms).
    • Client-employee solutions (HR/benefits platforms, service portals).
    • Core operational systems (administration, data, and workflow tools).
    • Market connectivity (interfaces with carriers, brokers, and third parties).
  • Lead the connectivity strategy as the foundation of this ecosystem, ensuring seamless integration with regional and global platforms.
  • Collaborate with global and regional Operations & Technology teams to ensure consistent standards, scalability, and innovation across markets.
• Operational Excellence
  • Daily management of the Operations team, providing central administrative and operational support to CRB business and service functions, including the development and maintenance of best practices and standard operating procedures.
  • Identification, prioritisation, and implementation of continuous improvement initiatives to optimise the client and broker experience while driving cost efficiencies, in accordance with the Global Target Operating Model and transformational levers.
  • Responsible for the planning, implementation, and management of agreed Operations projects, ensuring delivery within scope, budget, and timeline, and in alignment with business objectives.
  • Support Operational Improvement Program initiatives: deliver defined operational excellence targets, share knowledge and learnings, provide challenge, and ensure consistency across workstreams and programmes.
  • Maintain collaborative and professional relationships with associates to ensure seamless transfer of work and consistently excellent service standards across Operations.
• Service Center Management
  • Lead the relationship and operational connection with Service Centers executing transactional back-office processes for the business.
  • Monitor center operations and performance from the country perspective, establishing and managing service levels.
  • Drive joint efficiency and continuous improvement initiatives with Service Centers, tailored to local business needs.
  • Strengthen and expand the portfolio of services executed from the Service Centers, ensuring alignment with country business priorities.
• Employee Experience Model
  • Lead the design, build, and governance of the employee experience model, ensuring alignment with client needs and business objectives.
  • Oversee the teams serving client employees, ensuring high-quality service delivery and adherence to agreed service levels.
  • Govern and evolve the technology platforms used to deliver employee-facing services, strengthening digital adoption, efficiency, and innovation.
  • Ensure continuous improvement in employee experience processes, reinforcing the company’s value proposition and differentiating client delivery in the market.
• Governance, Risk & Compliance
  • Produce operational and project reports for communication with senior management.
  • Support the Head of Operations & Technology (COO) to ensure the function has the right resources, knowledge, and controls, maintaining a strong first line of defence.
  • Assist in the training of all relevant Operations policies and procedures, ensuring refresher training is completed.
  • Maintain proactive and positive collaboration with the Country Compliance Officer to ensure all legal, compliance, and operational risk obligations are met in line with local and group policies.
• People Leadership
  • Provide leadership, direction, advice, and guidance to the team, maintaining high levels of integrity, motivation, and morale.
  • Create an environment that promotes Willis Values and adheres to company policies and guidelines.
  • Support talent development, coaching, and succession planning within the Operations function.
• Financial Management
  • Contribute to Operations budget planning and monitoring as required, ensuring resources are used effectively and efficiently.

Qualifications

Key Skills & Experience

• 5–10 years of experience in Insurance Broking or Financial Services, with a deep understanding of Insurance Operations.
• Proven track record in leading operations and technology functions within a matrix or multinational environment.
• Strong strategic acumen with the ability to link operational and technology delivery to business financial results.
• Demonstrated expertise in ecosystem design: client-facing technology, employee platforms, core operational systems, and market connectivity.
• Experience in building and governing employee experience models, including service delivery teams and enabling technologies.
• Experience managing relationships with regional or global Service Centers, ensuring service delivery, efficiency, and portfolio growth.
• Accreditation or demonstrated knowledge of change management, process modelling, continuous improvement, KPI, quality/Lean methodologies.
• Proven experience supervising operations process and/or program management teams utilising operations applications, procedures, and tools.
• Operations / Process Leadership expertise.
• Strong analytical skills with the ability to extensively analyse business processes and workflows.
• Project management experience, including design and coordination of action plans and cross-functional teams.
• Ability to manage highly effective teams both onshore and virtually.
• Ability to influence and effectively manage stakeholders at all levels of the organisation.
• Comfortable operating in complex and ambiguous organizational settings.
• Fluent in English and advanced in Spanish.
  

Equal opportunities for all