Associate Director - Policy Services, CRB North America

myGwork - LGBTQ+ Business Community


Date: 13 hours ago
City: Taguig
Contract type: Full time
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

Strategic Leadership

  • Develop and implement short- and long-term strategies for policy services to support organizational objectives and improve service delivery.
  • Collaborate with senior leadership and key stakeholders to align departmental goals with broader business strategies.
  • Identify and lead initiatives that drive operational efficiency, automation, and improvements in policy-related processes.
  • Contribute to the development and refinement of client service propositions and delivery strategies, enhancing the client experience.
  • Evaluate emerging trends, market changes, and operational gaps, providing strategic

Operational Excellence

  • Oversee and optimize day-to-day operations of policy checking, endorsement, and audit functions, ensuring compliance with internal standards and external regulations.
  • Develop and manage policies, procedures, and best practices to streamline operations, reduce errors, and enhance service quality.
  • Monitor team performance against established KPIs and SLAs, ensuring timely and accurate delivery of services.
  • Proactively identify areas for process improvement and implement corrective actions to drive continuous improvement in efficiency and accuracy.
  • Ensure that policy services meet compliance and regulatory requirements, minimizing risk and operational disruption.
  • Collaborate with cross-functional teams to manage workflow, resolve operational issues, and achieve business objectives.

People Leadership & Development

  • Lead, coach, and mentor a team of policy services professionals, fostering a high-performance culture and ensuring the development of team members’ skills and careers.
  • Drive talent management strategies, including recruitment, performance management, training, and succession planning.
  • Provide leadership in managing complex operational issues, acting as an escalation point for team members and clients.
  • Promote an environment of continuous learning and development, ensuring the team stays current with industry trends, regulatory changes, and best practices.
  • Conduct regular performance reviews and provide constructive feedback to team members to support their growth and development.

Stakeholder Engagement

  • Build and maintain strong relationships with internal and external stakeholders to enhance collaboration and achieve service excellence.
  • Serve as a key liaison for policy services across different business units, ensuring alignment and clear communication regarding expectations and objectives.
  • Manage client relationships, addressing escalations and ensuring the delivery of high-quality service.
  • Provide regular updates and reports to senior leadership on team performance, project progress, and strategic initiatives.

Qualifications

  • Strategic Thinking and Vision
  • Problem Solving and Decision-Making
  • Resilience and Stress/Pressure Management Skills
  • Client centric mindset
  • Collaboration and Teamwork
  • Operational Excellence
  • Innovation and Change Mindset
  • Stakeholder Management and Communication
  • Leadership and People Development
  • Bachelor’s degree in Business Administration, Risk Management, Insurance, or a related field
  • A minimum of 8-10 years of experience in policy services, insurance operations, or a related field, with at least 3-5 years in a leadership or managerial role.
  • Strong understanding of policy checking, endorsements, audits, and compliance requirements within the insurance industry.
  • Proven track record of driving operational efficiency, process improvements, and delivering client-centric solutions.
  • Excellent leadership, coaching, and team development skills.
  • Strong analytical and problem-solving abilities, with a keen attention to detail.
  • Excellent communication and interpersonal skills, with the ability to manage stakeholder relationships effectively.
  • Ability to manage multiple priorities and projects in a fast-paced environment.

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