Operations Manager

4 days ago

Dubai, United Arab Emirates Talent Pal Full time

Operations Manager- Dubai, AE

April 17, 2019

**Operations Manager**

**Location: Dubai**
**The Company**

**The Business**
**Human capital and benefits**
High-performing institutions cultivate and grow talent, carefully balancing costs and rewards. From employee benefits to executive compensation, we take a rounded perspective, based on leading-edge thinking, data, analytics and software, unearthing new ways to motivate people, foster wellbeing and implement solutions that work.

**The Role**
**Job Summary**
Leads the H&B and CRB Operations Team in Dubai Outsource Zone taking overall responsibility for the quality, service and financial effectiveness of the business and ensuring the relevant regulatory and technical standards are met.

**Principal Accountabilities**
- Conduct Risk : To put the interests of clients and the integrity of the market at the heart of the way you do business

**Principal Duties/Responsibilities**
**Strategy**:

- Support the Operations Leader and Executive Team in the delivery of Operations strategic plans and business goals

**Operations**:

- Responsible for delivery of operational services in line with service, quality and cost targets
- Ensure team is operating to group, Global and/or prescribed standardised policies, processes, procedures and service standards
- Ensure all relevant staff are appropriately trained on the relevant processes, systems, procedures, and policies
- Through the management team, proactively manage all resources and processes to ensure efficiency and optimisation of resource capacity
- Support and liaise with other linked functions to facilitate the achievement of service excellence
- Proactively manage the team’s metrics and KPIs in order to meet strategic objectives and monitor and evaluate performance of the team in line with the Service Level Agreements
- Capacity Planning
- Develop strong working relationships with client facing and market facing managers and together ensure high level performance and fast, effective issue resolution
- Nurture and maintain a culture of continuous process improvement
- Foster and maintain collaborative and professional relationships with associates across the business
- Work with our carrier base to improve efficiencies and deliver customer excellence
- Work with offshore team in Mumbai to ensure performance is in line with the Service Level Agreements and provide guidance and support as needed

**First line of defence responsibility**
- Ensure that the team has appropriate resource, knowledge and controls to have an embedded first line of defence
- 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 Compliance Officer, and with Group Compliance

**People management**
- Responsible for managing, motivating and developing the skills, competencies and knowledge of team members in line with WTW HR policies and procedures, including overseeing and managing of staff appraisals and objective setting
- Maintain staff competence by ensuring that staff skills or knowledge gaps are met with appropriate training and development so they are able to perform to their maximum capability and fulfil their potential and the requirements of the business
- Establish an environment that promotes respect for the individual employee and adheres to the policies and guidelines of the company
- Work with Human Resources to recruit staff with the correct level of skills and competencies, adhering to the company’s recruitment procedures and best practices
- Manage the performance of your team ensuring staff have clear pre-set objectives and get regular feedback on their performance, ensure performance appraisals are conducted in line with the firms’ standards
- Provide leadership, direction, advice and guidance to the team maintaining high levels of integrity, motivation and morale
- Ensure that Team Leaders that he/she manages are adequately trained and competent to enable them to be successful in their roles

**Growth**:

- Support the development of business opportunities through the provision of excellent operational services
- Enhance the reputation of the Business Unit as a centre of operational excellence both internally and externally
- Ensure complete and accurate system data in order to enable accurate business analysis and reporting

**Required Qualifications, Skills, Knowledge, Experience**

**Qualifications**:

- Preferably educated to degree level, and preferably with professional qualifications

**Skills**
- Computer literacy and competency in Microsoft Outlook, Word, Excel and PowerPoint
- Strong communication and networking skills
- Strong stakeholder management skills
- Attention to detail with high quality standards
- Strong problem solving capabilities and creative thinking skills
- Result-oriented
- Ability to work in an environment where processes are evolving and

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