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 or equivalent leadership experience 

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 and client servicing from the insurance industry would be an advantage
• Able to thrive in a fast-paced and high-pressure environment 
• 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