Description
Operations:
* 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 client needs are met in line with consumer duty regulation and that technical issues are actioned/resolved promptly and evidenced as per Consumer Duty requirements.
* Ensure business unit teams operate according to Group, Global, and prescribed policies, procedures, and service standards.
* Ensure staff are trained on relevant systems, procedures, and policies.
* Develop and conduct training materials related to Consumer Duty requirements.
* Liaise with internal operational groups supporting operational efficiency, accuracy, and excellence.
* Support Billing to Cash (B2C) functions to meet annual targets and manage credit control liaising with client teams.
* Channel data and IT system strategies through governance bodies to ensure process robustness, controls, and data integrity.
* Promote continuous process improvement and operational excellence.
* Maintain collaborative relationships across locations, including Mumbai.
* Deliver training to Placement teams and provide feedback for performance improvement.
* Assist in resolving complex queries.
* Develop and maintain operational reporting metrics.
* Support operational governance and decision-making processes.
* Build relationships within internal and external peer groups and share best practices.
* Perform other duties as appropriate.
* Maintain relevant experience and qualifications.
* Support BU Leader in resource, knowledge, and control management for first line of defence.
* Assist in training on compliance policies and ensure refresher training is completed.
* Maintain relationships with BU Compliance Officers and Group Compliance.
* Monitor and manage controls such as quality reviews and risk assessments.
* Cooperate with Internal Audit to improve control and efficiency.
Take ownership of ongoing MI development for Consumer Duty reporting, ensuring compliance and continuous improvement.
Conduct Risk Responsibilities
* Manage regulatory issues, disseminate information, and ensure training and awareness.
* Confirm colleagues are trained and competent to prioritize client interests and market integrity.
Promote operational efficiencies and technical excellence.
Strategy
* Support delivery of Business Unit strategic plans.
Growth
* Support business development through operational excellence.
* Enhance reputation as a center of operational excellence.
* Provide accurate system data for client and revenue analysis.
Financial
* Improve margins via operational quality and efficiency.
* Ensure compliance with revenue recognition policies.
Qualifications
* Degree, preferably with professional qualifications like ACII.
* Process improvement accreditation desirable.
* Experience in insurance broking sector.
* Proven client service delivery through operations.
* Partnership experience with support functions.
* Experience in high-pressure, results-oriented environments.
* Experience implementing operational initiatives.
* Knowledge of managing logistical functions.
* Good knowledge of FCA regulations.
Equal Opportunity Employer
WTW values diversity and inclusivity, fostering a welcoming environment where everyone can succeed. Our work environment is hybrid, combining remote, in-office, and in-person interactions based on role and team needs.
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