The candidate is expected to Improve, Change, and Transform existing Business Operations by: Performing a detailed study/ assessment of Business Operations End to End (Client, Vendor, People, Process, Technology) and determines areas for change and improvement.

Developing Business Cases that are approved by the Business sponsor that will include: Actions/ solutions required to change and improve the Business Operations Linking actions/ solutions to very specific $ savings and C-Sat improvement metrics Developing a roadmap and plan to deliver change and improvement as per the Business Plan.

Developing solutions to implement change and improvement within the Business Operations.

Developing reporting to track the impact ($ Savings) of the change and transformation.

Working closely with the Business Operations Leaders to embed Operational Excellence (frameworks, tools, practices, across the business to help Improve Service Delivery, Reduce Cost and Improve Capability Key Deliverables Develop Product/ Work/ Client Segmentation and Target Operating Model to help improve service delivery (Quality, TAT, Risk, C-Sat) to the client and minimize over/ underservicing Map the Service Delivery Operation – End to End and identify opportunities to improve flow (remove bottlenecks) in Service Delivery to the client and eliminate internal Operational waste Minimize process complexity and variation, Standardize Operational activities Assess existing Operational processes to determine % automation potential’, recommend very specific changes to the existing Operational activities to help increase ‘automation readiness’ Determine Operational Capacity requirements (highlight mismatches).

Recommend solutions to improve Productivity and Utilization that will help deliver ‘efficiencies’ Ensure the WTW Op-Ex methodology, tools, and thinking are embedded into the operation and applied accurately and consistently  Publish learnings post each initiative to enrich the Op-Ex intellectual capital in the organisation Identify implementation risks and barriers to adoption and develop risk mitigation strategies to optimise the success of Op-Ex deployments Setup Quality and Knowledge Management frameworks to support Operational sustainability