Job Description

Description

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Operations

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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 that Client needs are being met in line with the consumer duty regulation and that any technical issues are actioned / resolved speedily and are evidenced as per the Consumer Duty requirements Ensure that applicable business unit teams are operating to Group, Global and/or prescribed standardised policies, procedures and service standards Ensure all relevant staff are appropriately trained on the relevant systems, procedures, and policies Develop training materials pertinent to Consumer Duty requirements and conduct training where required Liaise with all relevant internal operational executives and groups who provide support on and accountability for operational efficiency, accuracy and excellence e.g. Contract Documentation Liaison, Business Process Group (BPG) Support and liaise with the Billing to Cash (B2C) function to facilitate the achievement of annual B2C targets, and any required liaison with relevant clients teams on credit control matters Ensure that any data or IT systems related strategy or work is channelled through the appropriate governance bodies (such as GB Tech, IT etc.) to ensure robustness of process, controls, software, requirements and data integrity Nurture and maintain a culture of continuous process improvement and operational excellence Foster and maintain collaborative and professional relationships with colleagues across all locations including Mumbai Deliver training as required to Placement teams and provide feedback on corrective action to improve performance Assist with the resolution of complex queries Develop and maintain operational excellence through the proactive use and management of reporting metrics Support the overall operational governance and decision making process for Line of Business (LOB) Build and manage relationships within peer group, both internally and externally Work with internal and external sources to identify opportunities to share and exchange best practice Any other duties commensurate with position or level of responsibility Maintain relevant experience and qualifications required for the role Support the BU Leader in ensuring the applicable business unit teams have appropriate resource, knowledge and controls to ensure an embedded first line of defence is in effect Assist in the training of all relevant compliance policies and procedures, and ensure that the refresher training is provided or attended or completed on-line Maintain a proactive relationship with the BU Compliance Officers, and with Group Compliance Monitor and manage Business Unit controls such as 2nd pair of eyes, business quality management reviews, control risks self-assessment forms etc. Co-operate with Internal Audit, and exemplify a culture that is open to the value derived from reviewing work for control and efficiency improvement

Take ownership and manage development of the ongoing MI requirements for Consumer Duty reporting. Focusing on the key requirements to ensure we remain compliant with the Consumer Duty regulation and moving forwards any improvements with our MI

Conduct Risk Responsibilities:

Responsible for regulatory issues relating to the business of the BU, disseminating the information, ensuring all members of the BU are aware of these and have been suitably trained (with regular updates) To identify and confirm that all colleagues in the applicable business unit teams are adequately trained and competent to enable them to be successful in putting the interests of clients and the integrity of the market at the heart of the way they do business.

Contributes to by promoting operational efficiencies and technical excellence

Strategy:

Support the LOB Leader and executive teams in the delivery of Business Unit strategic plans

Growth:

Support the development of business opportunities through the provision of excellent operational services Enhance the reputation of the Consumer Duty Business Unit as a centre of operational excellence both internally and externally Deliver complete and accurate system data in order to benefit from accurate client data and revenue analysis

Financial:

Actively seek to improve margins through promoting and achieving operational quality and efficiency Ensure the applicable Business Unit teams comply with the Group's revenue recognition policies

Qualifications

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Preferably educated to degree level, and preferably with professional qualifications of ACII or similar Accreditation in Lean or other process improvement methodologies desirable Significant experience in insurance broking sector Proven track record of delivering excellent levels of client service through an operational function Understanding and experience of working in partnership with other support functions, e.g. Sales, HR, Finance, Risk, Compliance, Legal Experience of working in a high pressure and results oriented environment, with capacity to deal with and endorse change Experience of successfully implementing initiatives to drive operational excellence Operational experience which encompasses knowledge of managing diverse logistical functions Good working knowledge of FCA regulations

Equal Opportunity Employer

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organization. We embrace all types of diversity.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a" hybrid" style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and "hybrid" is not a one-size-fits-all solution.