ABOUT US

WTW is an award-winning advisory, broking and solutions company that helps clients around the world turn risk into a path for growth.
From the Titanic ship in 1912 to The Moon Buggy in 1971, WTW has a richness in insurance history dating back to 1828.
Our WTW Regional Delivery Hub based in the heart of Lisbon - encompasses a 175 strong global team of who deliver operational excellence through innovation and streamlined solutions every single day.

WHAT YOU’LL BRING

We are looking for a highly driven colleague with solid interpersonal skills - a colleague looking to join a large and dynamic organization.

• Fluent in English, with a minimum proficiency of C1 and ideally C2 level.
• Demonstrated leadership experience within a shared services environment or comparable operational setting.
• Strong understanding of cross-functional business processes, including Finance, HR, and IT.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Strategic mindset with well-developed problem-solving abilities.
• Proven experience in managing change and driving organisational transformation.
• Confident in data analysis and the interpretation of performance metrics to inform decision-making.
• knowledge of applicable regulatory frameworks and adherence to industry best practices.

As a Service Leader, your role will be pivotal in driving operational excellence and strategic growth within your assigned region. This position combines leadership, operational management, and strategic planning to ensure the Hub delivers high-quality support to the organization while optimizing costs and efficiency.
Key responsibilities include:

Operational Excellence

• Oversee the day-to-day operations of the Hub, ensuring efficient delivery of services

• Develop and monitor key performance indicators (KPIs) to track the team’s performance and drive improvements

  Client Relationship Management

• Build and maintain strong relationships with internal clients, understanding their needs and ensuring high levels of satisfaction

• Collaborate with business unit leaders to align service offerings with their evolving requirements
• Manage service level agreements (SLAs) and ensure they are met or exceeded

Team development

• Recruit, develop, and retain top talent within the Hub
• Provide leadership and mentorship to team members, fostering their professional growth and career development