Operations Team Leader

2 weeks ago

Johannesburg, Gauteng, South Africa WTW Full time

The Role

Operation Team Leader

The Operations Team Leader will be responsible for managing a team of between 3 and 8 people with the key focus of delivering operational excellence to drive business delivery. Key functions include servicing the Client Servicing and Placement teams by generating invoices on a monthly basis. The scope of work also includes other areas of support including KYCs, New Client Checklists, Excellence Reviews, Mumbai support and other areas linked to operational excellence. The individual will be responsible for developing structure, instilling process and procedures, training, reporting and issue resolution to support the WTW value proposition. The individual will also help develop a roadmap for the team and be responsible for implementation and ensure adoption of the new business processes.

Responsibilities

Capable of leading a team of between 3 and 8 people. Interacting with the team managing KYC processes and New Client Checklists proactively with client services and compliance. Interacting with business across 4 offices, pushing back to get the correct information timeously, working to deadlines, handling complex multinational invoicing. Understanding of Third parties and liaising with the team managing these. Third Party Approval Processes (liaising with the Third-Party Relations ship manager and compliance monthly particularly for new clients as well as for third party annual renewals, and dealing with sub-agents. Managing (including hands-on) invoicing for the business to ensure revenue maximisation for the business. Managing and driving use of GDC (global delivery centers) for administrative business tasks. Chasing up and managing the completion and quality of the Income Tool forecast and supporting comments. Producing the monthly Income Tool flash report for management review. Understanding VAT implications on premiums / local and foreign invoices, understand zero rated items, and improving processes and putting in new processes. Training of staff and optimisation of business processes through innovation. Detail knowledge of eGlobal / other large corporate short-term insurance broking / invoicing systems for multinational multicurrency business is essential. Data analysis to include daily, weekly, monthly, quarterly and ad-hoc reporting requirements. Identify supplier spend and engage with business units/vendors to negotiate improved invoicing terms. Complete audits and run internal checks to ensure compliance to all processes and procedures – maintain instruction manuals. Assists with systems upgrades, changes to processes and liaise with Business Units and support users impacted by change. Manage special projects for the department. Delivering excellent service for internal customers. Updating key data and information on a daily basis to comply with agreed Service Levels. Researching accuracy of company information and ensuring that business records are up to date. Conduct audit and accuracy checks on a regular basis. Working as a team with local and international colleagues to ensure that all aspects of the role are completed on a daily basis. Sharing ideas and knowledge with colleagues. Delivering whilst being compliant with WTW procedures and external (FSB) regulations. Coordinate and manage the Excellence Review process. Managing and driving completion of the Fee Models for all new and existing clients on an annual basis.

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