Global Certificate Center - BSTS

This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

Principal Duties / Responsibilities

People management / development :

Adhere to the Operations Engagement Framework.

Performance Management - Support objective setting for direct reports and review them mid-year for any changes

Effective Communicate regularly with team members via Monthly reviews and team meetings

Manage and delegate work fairly and effectively within the team

Mentoring, OJT, coaching for new / junior team colleagues

Identify and develop leadership qualities in individuals and groom them for the next level

Responsible for managing team engagement and retention

Monthly nominations for SPOT award, R&R and recognition people through various Monetary / Non-Monetary channels

Tracking monthly progress of the new joiners along with mentors.

Recognize high performers and engage them with right opportunity.

Identify performance issues and work closely with HR to resolve Performance Improvement Plan

Conduct interviews for hiring of talent

Identifying development needs for both individuals and the team as a whole.

Works with L&OD to optimize training and development opportunities

Effective Engagement and Retention of his / her team

KPI Management

Deliver / Manage KPI's and metrics in line with the prescribed targets and provide updates on progress to Manager. Analyze performance, identify trends and make recommendations to improve team performance.

Meet with key stakeholders to discuss metric performance and issues

Capacity Management

Regular capacity review (using FTE calculation) of the team, to ensure equal work distribution and tracking overtime. Manage resources efficiently through peaks and troughs in the business cycle. Develop resource plans and plans for contingencies

Manage Escalations

Manage escalations on daily basis. Ensure agreed escalation procedures are adhered to by the team.

Technical Process Management

Ensure team adherence to various compliance mandates.

Operations Management / Operational Effectiveness

Drive OPEX principles. Facilitate best practice sharing

Conduct huddles with the team

Ensure visual display board is updated and in line with prescribed guidelines.

Proactively support key initiatives that have been delivered to implement change.

Adhoc Tasks

Complete ad-hoc tasks as directed by Manager / Operations Manager.

Relationship management

Participate and contribute in meetings with Sr. Leadership, Management and Cross Business Unit (Weekly / Monthly / Quarterly / Adhoc calls).

Ensure ongoing, sustainable and dynamic relationships with stakeholders and Client Management Team to manage their expectations.

Data Management

Data collation as required e.g. MI reviews / HR / IT

Top  Competencies

Focusing on Clients

Working in Teams

Driving Excellence

Fostering Innovation

Adapting to Change

Developing Talent

Managing Stakeholders

Other Skills Required :

Impactful Communication

Interpersonal Skills

MS office / Presentation skills

Excel Basic

Logical Thinking

Business Acumen

Qualifications

Graduate

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