Operations Manager

Willis Towers Watson; Ipswich; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

A leading company in the insurance broking sector is seeking a professional to enhance operational excellence and compliance. The role involves supporting various functions such as Sales and HR, managing documentation, and ensuring adherence to FCA regulations. Candidates should possess relevant educational qualifications and significant industry experience, thriving in high-pressure environments.

Qualifications

• Significant experience in the insurance broking sector.
• Experience managing logistical functions and operational excellence initiatives.
• Good knowledge of FCA regulations.

Responsibilities

• Contribute to defining documentation and manage compliance.
• Train staff and develop training materials as needed.
• Coordinate with technical teams and manage regulatory issues.

Skills

Client Service Delivery

Operational Excellence

Compliance Knowledge

Education

Degree educated

Professional qualifications such as ACII

Job description

Description

Operations:
• Contribute to defining documentation that is accurate and CEM compliant and manage template requirements.
• Collate current data on all tax issues relevant to the business, disseminate this to the BU, train staff, and update as necessary.
• Work with Central Facilities Team to coordinate use, renewal, training, and recording of Facilities.
• 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.
• Work with Client Advocates and Placement Specialists to ensure client needs are met and technical issues are resolved promptly.
• Ensure practices operate according to Group, Global, and prescribed standard policies, procedures, and service standards.
• Train relevant staff on systems, procedures, and policies; develop training materials and conduct training as required.
• Liaise with internal operational groups supporting efficiency, accuracy, and excellence.
• Support and coordinate with the A&S function for achieving annual targets and client credit control matters.
• Ensure data and IT system strategies are governed appropriately to ensure process robustness and data integrity.
• Promote continuous process improvement and operational excellence.
• Build and maintain collaborative relationships across locations, including Mumbai.
• Deliver training to Placement Operation Specialists and provide feedback for performance improvement.
• Assist in resolving complex queries.
• Use reporting metrics to develop and maintain operational excellence.
• Support operational governance and decision-making processes.
• Build relationships within peer groups and external sources to share best practices.
• Perform other duties as assigned.
• Maintain relevant experience and qualifications.
• Support the Operations and Technical Directors in resource, knowledge, and control management.
• Assist in training on compliance policies and procedures.
• Maintain relationships with BU Compliance Officers and Group Compliance.
• Monitor and manage controls such as self-assessment and audit reviews.
• Cooperate with Internal Audit to promote control and efficiency improvements.

Conduct Risk Responsibilities:
• Manage regulatory issues, ensure training and awareness.
• Confirm colleagues are trained and competent.
• Promote operational efficiencies and technical excellence.

Strategy:
• Support the delivery of Business Unit strategic plans.

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

Financial:
• Improve margins through operational quality and efficiency.
• Ensure compliance with revenue recognition policies.

Qualifications

• Preferably degree educated with professional qualifications such as ACII.
• Desirable: Accreditation in Lean or similar methodologies.
• Significant experience in insurance broking sector.
• Proven client service delivery through operational functions.
• Experience working with support functions: Sales, HR, Finance, Risk, Compliance, Legal.
• Experience in high-pressure, results-oriented environments and change management.
• Experience implementing initiatives for operational excellence.
• Operational experience including managing logistical functions.
• Good knowledge of FCA regulations.

Equal Opportunity Employer

At WTW, we embrace diversity and inclusivity, fostering a culture where all colleagues feel valued and empowered. Our work environment is flexible, supporting a hybrid model of remote and in-office work, tailored to team, role, and client needs.