Consumer Duty Operations Lead

Description

Operations:

• Contribute to defining accurate and CEM compliant documentation, and manage template requirements.
• Work with the assigned Consumer Duty Compliance Officer to coordinate process changes due to regulatory updates and ongoing training requirements.
• Brief all technical issues; agree Terms of Reference; provide technical news updates for internal distribution.
• Coordinate and brief on all Market Security and Solvency issues for in-scope Consumer Duty clients.
• Work with Client Advocates and Placement Specialists to ensure client needs are met in line with consumer duty regulation and that technical issues are actioned/resolved promptly and evidenced as per Consumer Duty requirements.
• Ensure business unit teams operate according to Group, Global, and prescribed policies, procedures, and service standards.
• Ensure staff are trained on relevant systems, procedures, and policies.
• Develop and conduct training materials related to Consumer Duty requirements.
• Liaise with internal operational groups supporting operational efficiency, accuracy, and excellence.
• Support Billing to Cash (B2C) functions to meet annual targets and manage credit control liaising with client teams.
• Channel data and IT system strategies through governance bodies to ensure process robustness, controls, and data integrity.
• Promote continuous process improvement and operational excellence.
• Maintain collaborative relationships across locations, including Mumbai.
• Deliver training to Placement teams and provide feedback for performance improvement.
• Assist in resolving complex queries.
• Develop and maintain operational reporting metrics.
• Support operational governance and decision-making processes.
• Build relationships within internal and external peer groups and share best practices.
• Perform other duties as appropriate.
• Maintain relevant experience and qualifications.
• Support BU Leader in resource, knowledge, and control management for first line of defence.
• Assist in training on compliance policies and ensure refresher training is completed.
• Maintain relationships with BU Compliance Officers and Group Compliance.
• Monitor and manage controls such as quality reviews and risk assessments.
• Cooperate with Internal Audit to improve control and efficiency.

Take ownership of ongoing MI development for Consumer Duty reporting, ensuring compliance and continuous improvement.

Conduct Risk Responsibilities

• Manage regulatory issues, disseminate information, and ensure training and awareness.
• Confirm colleagues are trained and competent to prioritize client interests and market integrity.

Promote operational efficiencies and technical excellence.

Strategy

• Support delivery of Business Unit strategic plans.

Growth

• Support business development through operational excellence.
• Enhance reputation as a center of operational excellence.
• Provide accurate system data for client and revenue analysis.

Financial

• Improve margins via operational quality and efficiency.
• Ensure compliance with revenue recognition policies.

Qualifications

• Degree, preferably with professional qualifications like ACII.
• Process improvement accreditation desirable.
• Experience in insurance broking sector.
• Proven client service delivery through operations.
• Partnership experience with support functions.
• Experience in high-pressure, results-oriented environments.
• Experience implementing operational initiatives.
• Knowledge of managing logistical functions.
• Good knowledge of FCA regulations.

Equal Opportunity Employer

WTW values diversity and inclusivity, fostering a welcoming environment where everyone can succeed. Our work environment is hybrid, combining remote, in-office, and in-person interactions based on role and team needs.