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Director of Operations- Performance Management and Training

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WTW

1mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Business, Operations & Strategy
  • Phoenix
    Remote

AI generated summary

  • You need a growth mindset, strong communication, project management skills, call center experience, stakeholder engagement ability, and a knack for continuous improvement and operational change.
  • You will optimize operations, develop KPIs, enhance training, manage staffing needs, drive performance alignment, and assess technology solutions for efficiency and compliance.

Requirements

  • A growth mindset as evidenced by the ability to support organizational design and implementation of continuous improvement of operational efficiency measures.
  • Be a role model for championing change leadership and delivery execution.
  • A strong communicator that can effectively gather, synthesize, and convey information via oral presentation and in writing.
  • Demonstration of project management competency.
  • Experience in a call center or similar high transaction operations business preferred.
  • Proven ability to anticipate, shape and influence continuous improvement solutions, transforming an operations business model with dispersed service centers.
  • Stakeholder engagement to deliver operational excellence and business transformation.
  • Operations and systems business acumen, ability to delegate and work through others to implement operational change and continuous improvement.
  • Demonstration of learning agility and problem solving.
  • Demonstration of solid program and project management skills to deliver results.

Responsibilities

  • Optimize service delivery operations, structure, and resource strategy (seasonal vs. fulltime leverage ratios) to manage capacity, smooth out hiring peaks/valleys for phone-based agents and offline support groups.
  • Plan, support and review the performance of the Enrollment and Flex/Service pods identifying development needs for individual colleague roles and teams.
  • Partner with Strategic Operations to develop KPIs and performance standards by role and team that align with strategic vision.
  • Work closely with Strategic Operations to embed operational excellence (frameworks, tools, practices, etc.) across the business to help improve service delivery, reduce cost and improve capability.
  • Contribute to offboarding seasonal staff activities annually per employment terms and conditions on schedule to minimize company risks.
  • Leverage frameworks and content from the WTW TD&E CoE and WeDo Function to develop learning and development charter to expand focus from solely preparing for AEP readiness to include broader career development of agents, customer service and line managers.
  • Expand capability learning objectives to include skill sets that improve utilization, create transferable skills sets and colleague career path opportunities, that allow us to be more efficient with fewer headcount.
  • Improve delivery model and efficiency of training administration and improve licensing success rates.
  • Build line manager capabilities through curated core curriculum manager effectiveness trainings leveraging WTW TD&E CoE subject matter experts and centralized LMS offerings.
  • Identify bespoke requirements not met by the enterprise and propose recommendations and seek approvals to address gaps.
  • Assess future state of these groups considering how can we leverage technology and people to optimize consistency, efficiency, and compliance of phone-based agents.
  • Develop straw model for stakeholder consideration.
  • Implement performance expectations across all operations through annual goal setting, performance assessment and performance management e.g., consequence management for outcomes leveraging WTW pay for performance management construct and HR Cloud Career and Performance platform in partnership with HR Talent Advisory and Employee Relations CoE.
  • Partners with operations leadership teams to create alignment on performance management strategies, ensuring consistency and effectiveness across a remote workforce and multiple teams.
  • Collaborates with operations leadership to drive collective performance, aligning strategies and initiatives to enhance team outcomes and overall business success.

FAQs

What is the primary purpose of the Director of Operations role?

The primary purpose of the Director of Operations role is to improve, change, and transform existing Via Benefits Business service center operations, enhancing the participant member experience and driving operational efficiency.

What qualifications are important for this role?

Important qualifications for this role include a growth mindset, strong communication skills, project management competency, and the ability to support organizational design and continuous improvement.

What type of experience is preferred for candidates applying for this position?

Candidates with experience in a call center or similar high transaction operations business are preferred.

What is the salary range for this position?

The salary range for this role is $80,000 to $120,000 USD per year.

Is there an incentive bonus associated with this position?

Yes, the role is eligible for an annual short-term incentive bonus.

What benefits are provided by WTW for this position?

WTW offers a competitive benefits package that includes health and welfare benefits, leave benefits, and retirement benefits, among others.

Will the role include managing a team?

Yes, the role involves line management responsibility for three direct reports.

Are there specific performance management strategies that the Director of Operations will be responsible for?

Yes, the Director of Operations will implement performance expectations, annual goal setting, and performance assessment across all operations.

What is the focus of the training responsibilities for this position?

The training responsibilities include developing a learning and development charter, expanding capability learning objectives, and improving the efficiency of training administration.

Does this position involve collaboration with other teams or departments?

Yes, collaboration with Strategic Operations and operations leadership teams is a key aspect of this role to align on performance management strategies and enhance service delivery.

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WTW

We transform tomorrows

Finance
Industry
10,001+
Employees
2016
Founded Year

Mission & Purpose

At WTW (NASDAQ: WTW), we provide data-driven, insight-led solutions in the areas of people, risk and capital. Leveraging the global view and local expertise of our colleagues serving 140 countries and markets, we help you sharpen your strategy, enhance organizational resilience, motivate your workforce and maximize performance.