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
Reporting to the Global Head of Billing to Cash (B2C) with a dual reporting line into the Corporate Risk and Broking/ Health & Benefits LATAM Head of Operations this is a leadership role with full responsibility for planning and managing all B2C LATAM onshore and offshore operations with offshore operations delivered by GSD (Global Service Delivery). This position will play a role on the B2C senior leadership team fostering close relationships with other onshore regional leads and the B2C GSD Lead to contribute to the vision and strategy of the function. The role oversees and sets the direction of the LATAM operations driving alignment consistency with the global standard. The role will drive the necessary changes for the improvement of operating and organizational efficiency of the team.
The Role
A key member of the Global B2C (Bill to Cash) Leadership team and accountable for developing the long-term LATAM strategy for the Bill to Cash function.
Develop and manage the annual and long-term budgets for B2C LATAM Operations (incl. LATAM Global Service Delivery Operations/GSD) expenses in conjunction with the Global Head of B2C and GSD team.
Strategic planning for B2C LATAM Operations (incl. LATAM GSD Operations). Continue to transform the BAU (Business as usual) operation, identifying opportunities & building business cases for further technology and automation.
Manage regional B2C teams (onshore & offshore) by providing direction and support, and managing / resolving any escalations from country or GSD teams
Ensure B2C policies and process standards are being adhered to both onshore and offshore within the region. Driving consistency across the operation and ensuring that process improvements opportunities are identified and implemented in a controlled and effective manner.
Establish and proactively manage and monitor progress against B2C key performance indicators with a review to driving improved performance outcomes through adoption of best/leading practices. Cascade these as appropriate to country/cluster level
Ensure 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).
Develop managers, communicate clearly, set expectations, follow up to ensure success, conduct business reviews and hold team accountable for commitments and success criteria
Ensure that all colleagues maintain focus on both cashflow and efficiency by developing and administering performance targets and objectives which ensure individuals and teams deliver effective cash management practices alongside successful client outcomes.
Execute plans to upskill the workforce in line with the WE DO, Enterprise Operations and GSD talent strategies.
Maintain close partnership and collaboration with the business to deliver on key operational priorities.
Key Performance Drivers
Commitment to working with shared leadership and in cross-functional teams
Ability to supervise and manage multiple projects at the same time
Strong creative, strategic, analytical, organizational, and personal negotiation skills
Capacity to conceptualize as well as operationalize business strategies
Ability to efficiently interact with business senior leaders
Communicate a clear set of guidelines and expectations from the top down.
Qualifications
The Requirements
Bachelor's degree in business or related field. Potential Industry Qualifications (i.e., CPA, CFA, CMA)
Minimum 10+ years in operations management including some tenure in complex, multinational, multi-site environments
Demonstrated experience leading a large workforce and managing cross country, 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 standardization
Understanding of key finance and cash metrics and associated performance indicators
Experience and knowledge of financial reporting standards
Experience of working in regulated environments
Knowledge of financial invoicing and fiduciary accounting
People leadership & motivational skills
Stakeholder Management – particularly diplomacy and influencing skills
Language Skills: business proficient in English & Spanish
Customer orientated
Strong communication skills
Business acumen
Drive for results
Learning agility
Organization acumen
Problem solving
Equal Opportunity Employer