Assistant Vice President - Health & Benefits Operations

About the Company

Willis Towers Watson (NASDAQ: WLTW) is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 45,000 employees serving more than 140 countries and markets.
We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas — the dynamic formula that drives business performance.
Together, we unlock potential.
 

About the team

The Central Operations team plays a pivotal role in ensuring our Employee Benefits operations run with consistency, precision, and scalability. As the second‑in‑command to the Central Operations Leader (Data/Endorsement Management), this function acts as the operational backbone—translating strategic priorities into reliable, day‑to‑day execution. At the core of the team is a group of highly skilled Data Handlers who operate as Subject Matter Experts within the Employee Benefits segment. The team is accountable for maintaining data accuracy, driving operational excellence, and supporting seamless policy and endorsement management. Through proactive guidance, structured processes, and deep domain knowledge, the team ensures that operational workflows remain efficient, compliant, and client‑ready at all times. This is a hands‑on leadership function, responsible for delivering outcomes through strong process intelligence, sound judgement, and a steady presence in fast‑moving situations. The team’s strength lies in its ability to bring clarity to complexity, stay composed under pressure, and uphold disciplined operational execution. Whether supporting daily activities or stepping in to independently run operations, the team ensures stability, quality, and continuous improvement across the Central Operations landscape.

Summary

This role acts as the second-in-command for Central Operations, working closely with the Central Operations Leader (Data/Endorsement Management) to ensure the function operates smoothly, consistently, and at scale. It is instrumental in converting strategy and priorities into dependable execution, while continuously strengthening how operations are delivered.

The role leads a team of Data Handler who function as Subject Matter Experts and is accountable for driving outcomes through them. It is a hands-on position that requires strong process knowledge, within the Employee Benefits segment, sound judgement, and the ability to step in and independently run operations when needed. Well suited for someone who stays composed under pressure, brings clarity to complex situations, and delivers results through disciplined execution and effective people leadership.
 

Role

Core Accountability

Drive the day-to-day execution of Central Operations across data management, policy endorsements and revenue booking, ensuring speed, accuracy and control, while acting as a trusted execution partner and force multiplier for the Central Operations Leader.

Leadership & Execution Ownership

• Act as the primary execution partner to the Central Operations Leader, supporting decision-making, problem-solving and delivery.
• Independently manage Central Operations in the leader’s absence, ensuring continuity and stability.
• Translate leadership direction into clear priorities, delivery plans and measurable outcomes.
• Anticipate risks, capacity constraints and dependency issues, and plan proactively to avoid disruption.
• Serve as the first point of escalation for complex or high-impact operational issues.

Leadership & Delivery Governance

• Lead and drive outcomes through Subject Matter Experts(SMEs).
• Coach SMEs to plan workloads, manage their clients effectively and deliver against committed timelines.
• Maintain a close, hands-on view of deliverables, progress and risks across regions.
• Actively manage escalations, unblock issues and ensure alignment across teams and stakeholders.
• Build and strengthen leadership capability within the SME layer, enabling them to lead confidently and consistently.

Operations, Endorsements & Data Integrity

• Oversee end-to-end execution of policy endorsements, data changes and revenue-impacting transactions(CD statements).
• Ensure all data received from insurers and TPAs is reconciled, validated, corrected, and finalized before use.
• Proactively follow up with insurers and TPAs to close dependencies and prevent delays.
• Maintain absolute ownership of data quality, calculations, and financial accuracy, especially for endorsements impacting revenue.
• Perform detailed reconciliations, validations, and exception handling across insurer data feeds.
• Build and enforce strong process controls, SOPs, and audit-ready documentation.

Automation, Productivity & Scale

• Bring a strong automation mindset, with a proven track record of improving delivery efficiency at scale.
• Identify opportunities to automate manual processes using advanced Excel, macros and process redesign.
• Partner with the Central Operations Leader to drive sustainable productivity improvements without compromising quality.
• Embed automation and standardization into everyday operations, not as one-off initiatives.

Business & Client Value Delivery

• Partner closely with Business, Sales and Client teams to ensure commitments on data management are met accurately and on time.
• Align operational priorities with client expectations and value proposition.
• Engage with clients, insurers and TPAs when required to resolve data gaps or discrepancies.
• Own execution end-to-end to minimize follow-ups and reduce operational noise for business teams.

Quality, Metrics & Performance Discipline

• Own and track operational KPIs including TAT, accuracy, backlog/ageing, dependency, productivity and revenue booking.
• Operate with a metrics-first mindset, using data to anticipate issues, drive planning, and enforce accountability.
• Review performance regularly with SMEs and take corrective action where required.
• Ensure consistent quality checks and root-cause-based improvements across workflows.

Crisis Management & Team Stability

• Act as a stabilizing force during high volumes, insurer delays, or client escalations.
• Step in personally during critical situations to unblock team and maintain momentum.
• Create a calm, cohesive environment where teams feel supported while remaining accountable.
• Absorb pressure from stakeholders so team can stay focused on execution.

Key Skills & Capabilities

• Strong understanding of insurance operations in Employee Benefits segment, endorsements and policy administration

• Advanced Excel skills, including hands-on experience with complex formulas and macro-based automation

• Proven ability to drive automation and efficiency improvements at scale

• High attention to detail with strong numerical and analytical skills

• Strong planning and anticipation capability in fast-moving environments

• Effective stakeholder management across insurers, TPAs, business teams and clients

Leadership Style & Attributes

• Trusted execution partner to senior leadership

• Hands-on, pragmatic and decisive

• Calm under pressure; structured in complexity

• Coaches SMEs to lead well and deliver consistently

• Data-driven, objective and Metrics focused

Qualifications & Experience

• Graduate

• 10–12 years of experience in insurance operations / policy servicing

• Six Sigma certification (Green Belt or higher preferred)

• Exposure to RPA tools is an added advantage

• Proven experience in leading operational teams

• Strong exposure to automation, productivity and process improvement initiatives

• Extremely hands-on with a strong execution mindset

• Prior experience handling high-volume, SLA-driven environments is essential

The Application Process

Stage 1: Online application and recruiter review

Stage 2: Live video interview or in-person interview with hiring manager and team

Stage 3: Offer and onboarding

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email [email protected].

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