The candidate will be responsible for improving, transforming, and optimizing existing Business Operations by driving efficiency, enhancing service delivery, and embedding operational excellence.

Key Responsibilities:

Comprehensive Opportunity Assessment: Conduct a detailed end-to-end evaluation of Business Operations—including Client, Vendor, People, Process, and Technology—to identify areas for change and improvement. Cost efficiency – responsible for driving cost efficiency projects by automation process, productivity improvement, reducing NVAs, etc Digital transformation – spearhead the reimagining of process, drive digital transformation Business Case Development: Create well-researched Business Cases, approved by the Business Sponsor, outlining: Actions and solutions required for operational enhancement. Directly linking these actions to measurable cost savings ($) and customer satisfaction (C-Sat) improvement metrics. Strategic Roadmap & Execution: Define a structured roadmap for transformation, ensuring alignment with the organization’s business goals and strategic initiatives. Implementation of Change Initiatives: Design and implement solutions to enhance efficiency, streamline processes, and foster innovation within Business Operations. Impact Tracking & Reporting: Develop performance-tracking frameworks to quantify the financial and operational benefits of change. Embedding Operational Excellence: Collaborate with Business Operations Leaders to integrate Operational Excellence frameworks, tools, and best practices to enhance service delivery, cost efficiency, and organizational capability. End-to-end project management – drive all projects as per project management methodologies, project charter, project plan, periodical updates, risk, resource management, etc

Key Deliverables:

Service Delivery Optimization: Define Product/Work/Client Segmentation and implement a Target Operating Model to optimize service delivery (Quality, Turnaround Time, Risk, C-Sat). Identify and eliminate operational bottlenecks, enhancing workflow efficiency. Standardize and streamline Operational activities to reduce complexity and variation. Automation & Efficiency Enhancements: Assess existing processes to determine their automation potential and propose targeted enhancements for automation readiness. Evaluate Operational Capacity requirements, identifying mismatches and proposing solutions to improve productivity and utilization. Operational Excellence & Risk Management: Ensure seamless adoption of the WTW Op-Ex methodology, tools, and principles, ensuring consistent application across the business. Establish Quality and Knowledge Management frameworks to support operational sustainability. Identify implementation risks and barriers, crafting risk mitigation strategies to maximize adoption and effectiveness. Knowledge Sharing & Continuous Learning: Publish post-initiative learnings, contributing to the organization’s Operational Excellence intellectual capital.

The Requirements:

Degree from premier institutes (Business Management preferred). Certifications in Lean, Six Sigma, Agile, Systems Thinking, Design Thinking, PMP

Skills & Experience:

15+ years in Business Change, Transformation, and Operational Excellence, working within sectors such as Insurance, Banking, Financial Services, Human Capital Benefits, and E-commerce. Proven track record of executing large-scale transformation programs with demonstrated efficiency and financial benefits. Proved track record of delivering high-value projects with $ / FTE benefit Has handled end-to-end digital transformation projects

Core Competencies:

Strong Communication (written & verbal) and Presentation skills. Expertise in Program and Project Management. Working knowledge of Robotics Process Automation tools. Exceptional Client Relationship & Stakeholder Management capabilities

WTW is an Equal Opportunity Employer