The Role Driving and executing local Health & Benefits (H&B) Operations & Excellence priorities and strategic initiative Ensuring efficient, consistent, and quality service delivery from the Global Benefit Centers supporting local operation Working with our Operations, Technology and Transformation teams to execute on our Simplify and Transform agenda and deliver a high-quality operating environment Overseeing the H&B Operations & Excellence performance Responsible for the H&B Global Benefits Center (GBC) Line of Business, ensuring consistent quality service to all clients, SLAs, and are providing a consistently consumer grade service Work with multi-cultural and virtual teams including H&B Operations, local office leaders and senior business stakeholders to define and implement business strategies and programs Anticipate and manage growth of the business by maintaining and proactively planning organizational design within GBC.Resource planning and management – not only for growth but Business as Usual (BAU) 'peaks and troughs' to ensure consistency of service Working closely with H&B Operations and GBC Operational Excellence team to ensure capacity and skillsets are anticipated for the transition of new work to the GBC.Ensuring resource has been maximized to demonstrate clear business case for recruitment.Develop a trusted advisor relationship, by leveraging your industry experience, with senior stakeholders Sustain stakeholder confidence in GBC through effective communication and quality execution of projects Ensure that operational processes are adhered to and SLAs met.Ensuring that customer enquiries are managed through case management and quality & SLA metrics are consistently high grade.Implement and sustain Operational Excellence, including ISO, Professional Excellence, local compliance, and other relevant standards.Ensuring a disciplined and execution orientated culture Create and maintain a culture of continuous improvement, championing, and sponsoring of these programs Conduct regular (monthly, quarterly, annual) operations performance reviews with H&B Operations and business stakeholders.Proactively plan resourcing requirements and manage workforce allocation across processes and/or geographies supported.Able to communicate requirements to international stakeholders with clear supporting business cases.Measuring and improving productivity through clear metrics and a culture of process improvement Monitor and manage operating expenses and team financials.You must have experience in managing your own P&L.Able to inspire the GBC group to ensure a culture of maximum engagement with focus on quality, efficiency, high performance, and client satisfaction Provide performance coaching to Team Leaders / Sr.Team Leaders, continuously identifying learning opportunities from daily work and reinforcing positive work habits/ professional behaviors Collaborate and communicate with authority with clients/colleagues at all levels Strategic view of your workforce abilities allowing for clear succession planning
