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Job description

The Role

Lead the Human Resources Operations team, work with Regional HR Delivery and Global HR Services teams to create and deliver an integrated HR service to the business. Build a cross-business culture, using flexibility within the teams to support WTW GB legal entities, business Segments and Corporate Functions.

Lead the execution of HR operations and projects arising in UK & Ireland (UKI), working with and providing support to business leaders, partnering with global HR Centres of Excellence, in particular Global HR Services (GHRS), plus Payroll, Benefits and other Corporate Functions as required. Projects may be initiated by the company; or in response to changes in UKI legislation, or extra-territorial.
In respect of HR change and employment legislation, assure compliance with UKI laws and regulations for business as usual and for integration/ harmonisation subsequent to any merger/acquisition/transfer of undertaking.

  • Direct the provision of services by HR Operations, to ensure a positive and constructive business, colleague and manager experience
  • Ensure that HR service delivery operates within defined service levels for timeliness, quality, and cost
  • Supervise and oversee HR Operations which are delivered by GHRS Global, a team of up to 50 colleagues
  • Ensure HR processes are designed and tested to support HR Service Delivery and the colleague life-cycle, plus appropriate approvals are in place for changes to colleague records. Identify opportunities for continuous operational improvement and/or in response to legislative and regulatory change.
  • Manage business risk through process changes and a drive for continuous improvement. Ensure colleague records are filed securely and in compliance with applicable WTW policies and procedures. When required, investigate any process or data breaches and report these to stakeholders, plus establish and implement remediation plans.
  • Report to the HR Director and collaborate with Centres of Excellence (COEs) and Talent Advisory to deliver enterprise and business programs in UKI. Define and agree clear handover points as part of operations and process design.
  • Partner with Compensation Centre of Excellence, plus Payroll and Benefits for delivery of key HR programmes including; Annual Cycle (Close Out and Post-Approval Changes), Mid-Year and Off-Cycle changes. Work closely with payroll to ensure salary and bonus is paid on time and establish appropriate QA checks.
  • Partner with Talent Acquisition to ensure end-to-end recruitment and handover processes are in place, including handover of colleague data.
  • Leverage core WTW HR technology platforms including HR Cloud Work and Service Central using standard global procedures. Create additional Standard Operational Procedures (SOPs) or any other process improvements to implement other procedures.
  • Utilise global processes and the tiered HR support model to lead the HR team to achieve an integrated HR organisation, focused on colleague and manager experience of HR services. Implement the HR service catalogue to manage the scope of services delivered within constraints of budget and headcount, in conjunction with other Regional HR Delivery teams, Global HR Operations, Talent Advisory and the COEs.
  • Work closely with HRIS team in response for provision of data feeds across HR platforms, MI and reporting, as requested by stakeholders from time to time. Ensure checks in place for data accuracy.
  • Partner with other Technology leads across the business, to support successful IT service delivery.
  • Work with HR Delivery Leads to ensure proposed policy changes can be made operational and that the HR Operations and GHRS team receives appropriate training, plus raise awareness with other stakeholders.
  • Lead the HR Operations team to embed the HR operating model and a strong performance culture; developing a high-performing team to deliver HR services to managers and colleagues. Support the building of an open, collaborative and engaging cross-business culture in the HR function, using flexibility within and across the teams, to support the operation and growth of business Segments and Corporate Functions as effectively and efficiently as possible. Ensure that all HR colleagues are provided with access to tools, training and information to enable excellent service execution and their own personal development.
  • Oversee and ensure that HR Operations complies with all company employment practices and applicable UKI laws and regulations, e.g. GDPR, SMCR; for business as usual and for integration/harmonization subsequent to any merger/acquisition/transfer of undertaking. Identify and share proposals for change with Region HR Delivery Lead, for review in conjunction with the relevant COE or global process owner. Ensure that inclusion and diversity is promoted and underpins all HR service delivery activity.
  • Monitor the execution of services provided by Global HR Operations, COEs and third parties including but not limited to global mobility, compensation and benefit programs, management capability programs, Finance and payroll interfaces and colleague life-cycle query handling/escalation. Give support to COEs to implement HR services, identifying and handling exceptions specific to UKI, and providing input to initiatives/process that include the communication and engagement requirements. Ensure that benefit programs are administered and maintained in accordance with the company benefits governance processes.
  • Monitor performance against globally-defined targets for timeliness, quality, cost, and team engagement. Identify need for corrective actions and opportunities for continuous improvement. Assure consistent application and execution of operational excellence methods.
  • Collaborate with Global HR Operations (Solutions and Systems, Service Management, Program Management Office and Global Services) to identify and implement projects of global or regional scope that will improve service timeliness and quality and/or reduce operating costs.
  • Proactively identify opportunities for collaboration and alignment with other Corporate Functions to ensure a more seamless colleague experience, proposing these to the Region HR Lead for consideration within the global HR model.


The Requirements
  • Experienced Human Resources Operations professional, who will have responsibility for operations, delivery and resolution of issues
  • Experience in a similar role and sized HR function
  • Demonstrate an understanding of the regulatory requirements in the financial services sector and experience of working in that environment
  • Proven ability to achieve the effective delivery of HR services through disciplined execution and through fact-based decision making in a complex business environment
  • Experience of managing a large team, based in different locations (including off shore) in a fast moving and complex global HR environment with matrix management.
  • Ability to influence HR & Business stakeholders at all levels within the organisation
  • Strong written and verbal communication skills
  • Experience of HR tools and systems, especially Oracle based products
  • Results focused


Equal opportunity employer

Learn more about Willis Towers Watson

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