At WTW, our purpose is to transform tomorrows. We provide data-driven, insight-led solutions in the areas of people, risk and capital to propel the world's leading businesses forward. We fuse our passion, intelligence and imagination to make a real impact.

WTW India Global Delivery Center has an employee strength of over 4,000 spread across four locations - Mumbai, Gurgaon, Kolkata and Siliguri. Our colleagues serve more than 140 countries around the world, from Mumbai to London, the Middle East to Latin America and from Manila to New York.

There is a global dimension to almost everything we do which creates exciting opportunities for collaboration and growth. Join us and build your career with a truly unique organization

Job Summary:

Individual contributor-consultant working with Global Delivery Center to improve client experience and reduce cost. The candidate is expected to Improve, Change and Transform existing Business Operations by:

1) Performing a detailed study/ assessment of Business Operations End to End (Client, Vendor, People, Process, Technology) and determine areas for change and improvement.

2) Developing Business Cases that are approved by the Business sponsor that will include:

a. actions/ solutions required to change and improve the Business Operations

b. linking actions/ solutions to very specific $ savings and C-Sat improvement metrics

3) Developing a roadmap and plan to deliver change and improvement as per the Business Plan.

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

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

6) Working closely with the Business Operations Leaders to embed Operational Excellence (frameworks, tools, practices, etc.) 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'

- Design incentive models that will help improve colleagues deliver better outcomes for clients

- Ensure the WTW CI methodology, tools, and thinking are embedded into the operation and applied accurately and consistently

- Publish learnings post each initiative to enrich the CI intellectual capital in the organization

- Constructively challenge the organization to constantly improve capability and performance

- Identify implementation risks and barriers to adoption and develop risk mitigation strategies to optimize the success of CI deployments

- Champion CI in the Operation and setup a framework to deliver continuous improvement

Qualifications:

- Graduate / Engineering Degree

- Certifications in Lean, Six Sigma, Agile, Systems Thinking, Design Thinking, PMP

- Business Management Degree from premier institutes

Knowledge/ Skills/ Experience:

- Minimum 8+ years work experience as a Business Change, Transformation and Operational

Excellence consultant with organizations in Insurance and Insurance Broking, Human Capital Benefits, Banking, Financial Services, Ecommerce

- Completed large Change and Transformation programs and delivered benefits. The candidate will be expected to speak to the specific actions/ solutions that they developed/ delivered.

- Excellent Communication (written and verbal) and Presentation skills

- Solid Program and Project management skills

- Working knowledge of Robotics Process Automation tools

- Solid Client Relationship Management and Stakeholder Management skills

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