Develop staff, lead projects and control deployment of resources, owning management tools/methods such as work queues, checklists, depth charts and calendars. Set direction and expectations for your team(s), defining training plans and transfer of expert knowledge to contribute to team output and development. Contribute to business plan for area, establish risk/contingency plans, raise and address issues with urgency when required. Effectively manage operations analysts by helping develop their skillsets and foster a positive, inclusive culture that retains top talent. Ensure team's satisfactory performance against agreed Service Level Agreements (SLAs), Key performance Indicators (KPIs) and take appropriate steps to address and meet changing client and industry trends. Take ownership of oversight of risk controls within the team, ensuring they are complete, timely, and accurate. Escalate operational, regulatory and other risks to senior management and concerned departments. Provide direction, oversight, advice and guidance to direct reports and functional teams within own area of responsibility to create and foster an environment of continuous improvement. Partner with the relevant internal functions to scope, define and implement large scale change projects to deliver sustainable process and performance improvement. Maintain business continuity by ensuring adequate training and effective testing to ensure the company is sufficiently protected in disaster recovery/emergency situations. Build strong relationships with key stakeholders in order to create highly collaborative partnerships. Strong relationship building skills serving as a role model for client service. Ability to think commercially, understand the impact of initiatives, risks on the operational budget Experience in managing teams, enhancing control, continuous improvement and reducing operational risk Culture carrier and role model, representing and leading the Firm's core values to influence and motivate those around you At least 6 years' relevant experience would generally be expected to find the skills required for this role Brokerage, retirement, estate and beneficiary services experience. Experience in a leadership role and able to work in virtual global teams within a matrix organization. Ability to work in fast paced environment, keep pace with technical/operational innovation and maintain a broad understanding of the business offering. Experience with Tableau, Alteryx, UI Path, Power BI Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There's also ample opportunity to move about the business for those who show passion and grit in their work. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.
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