This role will be an integral part of the Outsourcing North America - Health & Welfare leadership team who will manage a very talented technical team that delivers solutions to our clients around the globe.
The Role
Lead the Manila team and deliver operational activities for ongoing clients under Data Services Team (DST).
Work with Manila and US Leaders, Manila Health & Welfare (H&W) Operations Leader, and Manila management team to achieve business plans with respect to operational targets, client delivery, and staff management.
Implement processes and practices to achieve Operational Excellence.
Establish relationships and actively partner with DST leadership on essential operational aspects such as forecasting, staffing, hiring, and performance improvement plans.
Collaborate with business and operations leaders to provide strategic and tactical inputs in shaping DST operations that streamline processes and optimize service delivery.
Support and/or lead implementation of practices, tools, and methodologies that optimize work processes geared towards improving efficiencies, productivity, and the overall client experience.
Proactively identify, communicate, and mitigate business issues/risks and contribute to developing solutions.
Manage root cause analysis (RCA) to ensure exposure to other clients is mitigated. Additionally, review past RCAs prior to the annual enrollment to prevent repeat issues.
Support new hire onboarding and ongoing training. Identify training gaps and provide solutions to bridge those gaps.
Data entry - update reporting for WIP, Staffing, and upcoming projects.
Audit Issue Tracking System and Azure Dev Ops boards to highlight risk areas.
Handle PTO requests, equipment allocation, and maintenance for Manila colleagues.
Administer AllSec, a Manila-specific tool, ensuring its effective use and support.
The Requirements:
Bachelor's degree in Information Technology, Engineering or a related field
Minimum of 5 years relevant experience managing a technical team
Strong leadership and team management skills
Excellent problem-solving and analytical skills
Proven experience in developing and implementing operational policies and procedures
Solid interpersonal skills and client service orientation
Ability to work under pressure and manage multiple priorities
Ability to work both independently and on client teams, including virtual work teams with members in different geographic regions.
Strong organizational abilities and flexibility to work in a performance-driven environment managing multiple project priorities
Sense of accountability, owning one's work and taking pride in it; commitment to quality and continuous improvement
Willing to work on EMEA shift and ability to work extended hours as needed
WTW is an Equal Opportunity Employer
