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Reporting directly to the Global Head of Corporate Operations, this leadership role with have full responsibility for planning and managing all Bill to Cash HWC offshore operations. The role will have a significant influence on the B2C senior leadership team fostering close relationships with onshore regional leads and contributing to the vision and strategy of the function. The role oversees and determines key strategic direction and objectives of B2C GSD operations. The role will drive the necessary changes for the improvement of operating and organizational efficiency of the team.

The Role

• Operating effectively in a matrix organisation, this highly collaborative role is responsible for achieving standardization of business processes and maximising adoption of the technology ecosystem to optimize cash flow and efficiency.

• Liaise with onshore regional leads to provide reassurance that the B2C GSD operations are delivering the expected level of service to the onshore businesses, are operating in line with appropriate regulatory requirements and are consistently improving cash flow and efficiency.

• Ensuring that the B2C policies and process standards are being adhered to by the B2C GSD operation.

• Managing resources and skills to optimize the fungibility of the B2C GSD operation to deliver maximum service and efficiency.

• Facilitate operational cost reduction exercises, including managing headcount reduction as manual processes roles are automated, ensuring high performing colleagues are retained.

• A key member of the Global B2C Leadership team and accountable for developing the long-term GSD strategy for the Bill to Cash function, including location strategy and concentration risk mitigations in close collaboration with relevant GSD leaders.

• Develop annual and long-term budgets for B2C GSD Operations expenses in conjunction with the Global Head of B2C and GSD leaders. Manage the costs within these budgets and understand any variances.

• Strategic planning for B2C GSD Operations. Continue to transform and operate the BAU operation:

• Evolving capabilities and removing obstacles to enable offshoring for further countries e.g., centralising collections and payments for all countries, support for non-English speaking etc.

• Identifying opportunities & building business cases for further technology and automation.

• Ensure that all colleagues maintain focus on both cashflow and efficiency.

• Establish and monitor progress against B2C key performance indicators.

• Develop and administer performance targets and objectives which ensure individuals and teams deliver effective cash management practices alongside successful client outcomes.

• Develops leaders, communicates thoroughly, sets expectations, follows up to ensure success, conducts business reviews and holds team accountable for commitments and success criteria.

• Ensures the appropriate controls (financial, operational effectiveness, efficiency, quality, and regulatory controls) are maintained.

• Ensure compliance to all internal and external regulatory/legal (e.g., SOX control and reporting requirements).

• Ensure B2C policies and process standards are being adhered– driving consistency across the operation and ensure that process improvements are identified and implemented in a controlled and effective manner.

• Driving improved performance outcomes through adoption of best/leading practices Actively manages metrics associated with the process, thereby driving continuous improvement.

• Create and execute plans to upskill the GSD workforce in line with the WE DO, Enterprise Operations and GSD talent strategies.

The Requirements:

• Bachelor's degree in business or related field (MBA preferred)

• Potential Industry Qualifications (i.e., CPA, CFA, CMA)

• 15 + years’ experience in the financial services industry, with at least 12 of these in an operations leadership role

• Lean Six Sigma, OPEX, and Design thinking preferred.

• Demonstrated experience leading a large workforce and managing global, high-volume finance operations delivery teams.

• Experience in operations management, billing and accounting process training, quality assurance, automation tools, and implementation of operating models driving process standardisation

• Understanding of key finance and cash metrics and associated performance indicators

• Experience and knowledge of financial reporting standards

• Experience in regulated environments

WTW is an equal opportunity employer