Cropped shot of a group of business colleagues meeting in the boardroom

JOB SNAPSHOT

Location:

Mumbai, Maharashtra, IN

Associate Director – Client Specialist (Night shift)
Mumbai, IN

January 24, 2025

Principle Roles & Responsibilities

Strategy

  • Collaborate with stakeholders to shape and execute short and long-term business strategies.
  • Lead strategic initiatives to address business needs and drive organizational change.
  • Contribute to the development of the client service propositions and service delivery strategies for North America Corporate Risk and Broking lines of business
  • Review future work transfer opportunities and present proposals / work transition plans to the Business Head and relevant stakeholders

Operations Management/Operational Effectiveness

  • Plan and oversee strategic, operational, and administrative programs, projects, and/or services of broad significance to the organization within the designated functional areas of focus
  • Define and implement short and long-term organizational goals, objectives, strategic plans, policies, and operating procedures; track performance and initiate improvements as needed.
  • Ensure department adherence to compliance / statutory requirements and operate within the guidelines of internal and external regulators
  • Align operations with organizational objectives to deliver continuous improvement in areas such as risk, compliance, quality, and financial outcomes
  • Monitor and evaluate performance of the team against service level agreements and business targets. 
  • Manage stakeholder relationships and collaborate with teams across locations to enhance business outcomes and client service.
  • Foster a culture of continuous improvement by identifying opportunities for automation and process optimization.

People Management/ Development

  • Lead succession planning for key leadership roles and own the talent development for the team.
  • Responsible for developing frontline and operations leaders through coaching and team building while serving as an escalation point for operational issues and complaints
  • Work with Human Resources to develop and implement a Talent Management strategy 
  • Conduct periodic and annual performance reviews for all direct reports, ensuring alignment with business goals

Qualifications: 

  • Bachelor’s degree 

Knowledge/Experience:

  • 10 + years’ experience in the financial services industry with at least 8 of these in a leadership role. A background in insurance broking background would be an advantage
  • Proven track record of delivering excellent levels of client service across varied stakeholders through a large operation
  • Experience of working in a matrix organisation, managing multiple stakeholders
  • Broad operations expertise which encompasses previous knowledge of coordinating with diverse functions such as operations, IT, compliance and risk
  • High levels of business acumen with an understanding of company and Business Unit strategy, operating environment and business objectives
  • Knowledge and experience in organizational effectiveness and operations management, implementing best practices
  • Highly developed critical thinking and analytical skills
  • Demonstrated leadership and vision in managing staff groups and major projects or initiatives
  • Excellent interpersonal skills and a collaborative management style

UNSOLICITEDCONTACT

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. If you would like to have your contact information saved for future consideration, please email: Agency.inquiries@willistowerswatson.com.

OUR OFFICES

Our colleagues serve more than 140 countries and markets around the world. This gives a global dimension to everything we do and creates lots of exciting opportunities for you to collaborate and grow. Explore the map below to see where you career could take you.

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