Reporting to the Head of the Country and Risk & Broking Segment, and matrix report to Head of Operations Europe.The COO is responsible for the delivery and implementation efficient and cost effective operations functions, ensuring that all outcomes support the strategic objectives of Spain, while embedding a continuous improvement culture that strives for operational excellence and sustainable long term efficiency. The COO will also play a critical role in shaping and delivering strategic initiatives, including possible acquisitions, divestitures, integration projects and restructuring while remaining focused on driving and delivering improvements to business performance and cost effectiveness.This role will serve as an effective liaison with the Lines of businesses and Corporate functions within Spain and the support teams including HR, IT, Compliance, Risk, Legal, Finance, Audit (internal and external) and Accounting & Settlement. Accountability for the operational and financial efficiency of the business and ensuring the relevant regulatory and technical standards are met, are other critical components of the role.**The Role**- Leads operations, IT, and business improvement functions in the delivery of business strategy, goals and objectives- Responsible for delivery of high quality, cost effective operational support to help drive process control and leading levels of client satisfaction- Take primary responsibility for establishing, assembling, and approving all business plans and sets business direction, develops, implements and oversees operational models to meet the unique needs and business requirements for Spain- Leads, directs and motivates direct reports in the end-to-end client service delivery,ensuring the highest possible levels of service through the ongoing management, training and coaching of Associates to meet current future requirements- Ensures that the function has optimum number and quality of resources required to deliver the functional objectives and that they are effectively controlled and targeted- Plans, supports and reviews the performance of the function, identifying development needs for both individuals and the team as a whole. Works with HR to optimise training and development opportunities- Develops, promotes and enhances a culture of "client first" service to ensure consistent delivery of excellent client service and client retention.Works closely with the service team managers to establish the areas of client service that need to be measured in order to maximise the opportunity for achievement of overall objectives- Coordinate initiatives across LoB's to be implemented as part of 'One WTW' initiative.- Leads the delivery of standardised policies, procedures and service standards. Ensures these are understood and followed by the business so that all aspects of risk management, information security, legislation and regulation are managed effectively- Drives ongoing efficiency and effectiveness of the business to ensure year-on-year delivery of cost reduction and service delivery improvements- Builds and manages relationships across the WTW, and with external partners and suppliers,to align perceived and actual levels of service to all WTW clients- Supports the overall operational governance and decision-making process for Spain- High standards of integrity and sponsor of Corporate Values**The Requirements**- Experience of at least 10 years in a similar role- Advanced level of English and Spanish- Experience in Insurance Broking sector, working across Business Units and geographic boundaries in a matrix reporting environment- Proven track record of delivering excellent levels of client service through an operational function- Ability to influence and effectively manage all stakeholders- Understanding and experience of working in partnership with other support functions, e.G. Sales, HR, Finance, Risk, Compliance,Legal- Project management and track record of delivery- People Management- IT Strategy- Experience in Transformational Projects- Good communications and presentation skills, written and verbalEqual Opportunity Employer #J-18808-Ljbffr
