Client Technology Delivery Operations Manager

The Role

Provide operational oversight for colleagues aligned to the Client Technology Delivery (CTD) team in Manila. Act as a trusted partner to Client Technology Delivery leadership by delivering workforce and operational insights, surfacing risks and opportunities, and supporting execution of agreed actions to enable effective delivery, talent outcomes, and engagement.

Client: Work with CTD and Manila leadership to achieve business plans with respect to financial targets, client delivery and staff management.

• Serve as a trusted advisor to CTD leaders by providing local operational insights, risks, trends, and opportunities impacting delivery, talent, and engagement.

• Act as the primary escalation point for Manila CTD operational matters, ensuring timely coordination, communication, and risk mitigation with stakeholders.

• Serve as a senior developer or analyst for client delivery.

Financials:  Support and execute business plan to deliver planned performance which creates leverage to generate revenue and profit in accordance with financial targets. 

• Monitor and analyze individual and team utilization. Actively collaborate with CTD leadership to raise issues and look for opportunities to leverage current resources to support utilization needs.

• Expected to spend a portion of time on client-billable work. 

People:  Support team performance, leadership development and strategic career planning for individual colleagues. Build trusted partner relationship with stakeholders and bridge communication across regions.

• Serve as people manager for managers within Client Technology Delivery, providing coaching, mentorship, and leadership development support.

• Partner with CTD and local leadership on hiring, onboarding, and succession planning to ensure leadership and capability continuity.

• Proactively identify talent risks and opportunities, providing workforce insights and recommended actions to inform people and talent strategies, and supporting execution where appropriate.

• Act as a cultural bridge by sharing local context and insights to deepen stakeholder understanding and effective collaboration across regions.

• Partner with stakeholders on engagement, development, and compensation initiatives to support talent attraction, retention, and growth.

Excellence and Operations: Ensure that work delivery consistently follows established standards and that the team functions under the highest level of quality and operational excellence.

• Enforce processes, protocols and quality standards related to business continuity, information security, data privacy and business conduct.

• Work and partner with leadership to identify issues, risks, inefficiencies, and improvement areas and define how to address such areas. Help drive continuous improvement initiatives and best practice implementation

• Improve client delivery processes and tools to strengthen team effectiveness. Play a key role in leading AI-native software “delivery” lifecycle adoption and identifying opportunities to use AI to improve software delivery quality and efficiency.

• Serve as the primary point of contact for Manila operational needs during the night shift, providing operational oversight and coordinating response to critical local issues like business continuity events. 

• Coordinate WEDO GDC programs to ensure alignment with business priorities.

The Requirements 

• Hands-on software development experience in Visual Studio, RDBMS/MS SQL Server, Microsoft .NET, C#, ASP.NET, MVC, JavaScript, and jQuery; working knowledge of Git/Azure DevOps, REST/Web APIs, and Azure cloud fundamentals. 
• Demonstrated success managing and developing other people managers, with a track record of quality delivery on time, within budget, and against utilization targets. 
• Proven ability to diagnose technical issues, work cross-functionally, and leverage related practices to resolve client delivery challenges. Strong problem-solving skills. 
• Strong leadership presence with polished written and oral communication skills; superior ability to influence senior management and collaborate across all levels of an organization. 
• Hands-on experience with AI-assisted development tools and a track record of driving AI adoption in a software delivery team; benefits/pensions/HR-insurance domain exposure a plus. 
• Willingness to work night shift hours to support US-based stakeholders as the primary point of contact for critical operational issues.

WTW is an Equal Opportunity Employer

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