As the Regional Operations Manager for West and Midwest in Health & Benefits North America (H&B NA) you will work closely with the Regional Operations Leader to support operational priorities that drive strategic and profitable growth objectives for the business.
Responsibilities include supporting the delivery of outstanding client service, identifying process improvement opportunities and supporting change initiatives, supporting the adoption of technology and business-as-usual responsibilities around risk, compliance and governance.
The role reports to the Regional Operations Leader for West and Midwest.
The Role
Supporting implementation of operations strategy
- Work under the direction of the Regional Operations Leader to support the implementation of an effective operating model that supports business objectives around the delivery of outstanding client service, client segmentation, increased use of data and technology and the delivery of innovative solutions
- Work on other strategic and tactical projects as needed.
Supporting the delivery of outstanding client service
- Support regular Region / Market staffing and resource allocation meetings ensuring all actions are followed up and communicated in a timely and efficient manner
- Enable direct liaison and engagement between onshore and offshore teams to act as an integrated team, supported by workflow and effective processes
- Support day-to-day client workflow, demand planning, and execution of business operations, monitoring capacity and deploying resources in alignment with the target operating model.
- Serve as a central escalation point for critical or urgent work items outside normal operating standards. Partner with Regional Operations Leader to drive timely resolution and communication.
- Review work volumes and identify operational hotspots, coordinating with leadership to protect service integrity and manage performance against service level agreements.
- Under the direction of the Regional Operations Leader, implement and manage governance controls to track workflow and process performance, including maintaining escalation and referral registers and analyzing trends to identify systemic improvement opportunities.
Support process excellence and adoption of technology
- Support execution of continuous improvement projects that improve service delivery and margins via digitization, process standardization, automation, right- shoring and new ways of working
- Support the adoption of consistent ways of working across teams, including use of standard tools, systems, and Excellence processes.
- Participate in process and quality reviews to validate process maps and standard operating procedures
- Support the adoption of strategic technology tools within the Regions
- Identify impactful AI use cases that enhance outcomes and drive measurable operational improvements
- Support the execution and change management on activities
- Support other operations projects directed by the Regional Operations Leader
Risk, compliance and governance
- Support work with finance, risk and compliance functions to deliver a robust operating environment, ensuring all regulatory requirements are met within the Region(s), and ensuring H&B NA leadership has the information and controls required to run the business securely.
- Support adoption of appropriate H&B Excellence processes and act as an Excellence champion
Qualifications
- Knowledge of employee benefits and/or health and welfare
- Clear verbal and written communication skills
- Ability to collaborate with stakeholders across teams, including onshore and offshore colleagues
- Strong organizational skills, enabling you to manage multiple tasks and deadlines effectively
- Experience or interest in process improvement and change initiatives, including documenting current‑state processes and supporting improvement efforts
- Effective project management, organizational and stakeholder management skills
- Experience with transformation and change projects
- Curiosity about AI and digitization use cases that improve efficiency and service delivery
Compensation and Benefits
Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation.
Please note that base salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).
Compensation
The base salary compensation range being offered for this role is $110,000-$150,000 USD per year.
This role is also eligible for an annual short-term incentive bonus.
Company Benefits
WTW provides a competitive benefit package which includes the following (eligibility requirements apply):
- Health and Welfare Benefits: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identify theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance and other work/life resources
- Leave Benefits: Paid holidays, annual paid time off (includes state/local paid leave where required), company-paid disability (short-term and long-term disability), other leaves (e.g., bereavement, FMLA, ADA, jury duty, military leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
- Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.
Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.
EOE, including disability/vets
This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.
