Operations Lead Life And Pensions

WTW Ireland is hiring for an Operations Lead - a pivotal leadership role at the heart of Life and Pensions Financial Advice Delivery. This role combines operational excellence, regulatory oversight, and people leadership to drive outstanding client outcomes in a highly regulated environment.

You will lead the delivery, governance, and operational performance of financial advice services, ensure quality, consistency, and scalability, while maintaining robust risk and compliance frameworks. Operating with a high degree of autonomy, you will hold end-to-end accountability for client delivery, operational governance, and team performance.

Blending strategic oversight with hands-on leadership, you will build and develop a high-performing team, fostering a culture of accountability, continuous improvement, and client focus. As a key interface between advisory, operations, risk, and senior leadership, you will influence decision-making and ensure alignment between commercial objectives and regulatory expectations.

This role offers significant scope and visibility, playing a critical part in shaping the future of financial advice operations across Life and Pensions.

The Role

Operational & Project Leadership

• Act as an escalation point for operational and delivery issues.
• Build and maintain ongoing relationships with Insurers to ensure best in class service delivery
• Act as business owner for various applications, tools and websites
• Represent Life and Pensions Financial Advice on various committees and projects in Ireland and potentially in a European setting
• Provide ongoing management information reporting on KPI’s as identified by the Willis Towers Watson Life and Pensions Board
• Provide senior oversight of complex member advice projects.
• Chair and lead delivery, project review, and support forums.

Governance, Risk & Regulatory Oversight

• Ensure adherence to regulatory, governance, and risk management requirements.
• Lead Operational Resilience planning and tracking activities.
• Oversee complaints governance and control frameworks.
• Hold supplier and third-party risk responsibilities, including Business Supplier Owner duties where applicable.
• Work closely with Compliance Team to translate regulatory developments (GDPR, CPC, AI regulation) into operational controls.

People Leadership & Management

• Act as Hiring Manager for operational and advisory support roles.
• Provide leadership, guidance, and oversight to team members.
• Develop and maintain job descriptions, skills matrices, and role profiles.
• Contribute to succession planning and talent development.
• Complete quarterly User Access Recertification and maintain access controls.

Process Design & Continuous Improvement

• Oversee design and maintenance of procedure manuals and operational checklists.
• Support external and internal audits and excellence programmes.
• Drive continuous improvement across operational processes.
• Ensure documentation standards meet regulatory and internal requirements.

Stakeholder Management

• Engage with senior internal stakeholders across advisors, operations, and governance.
• Represent the business at governance forums and industry events.
• Provide senior level input into planning and decision-making forums.
  

What you'll bring

• Significant experience in the operational management of a financial advisory or regulated financial services business.
• Qualified Financial Adviser (QFA) or equivalent professional qualification
• Proven ability to operate at a senior level, combining operational leadership with people management and team development.
• Strong track record of owning delivery and governance outcomes within complex, regulated environments.
• Deep understanding of regulatory frameworks, risk management, and governance, with the ability to embed effective and scalable controls.
• Experience influencing and advising senior leadership on operational, regulatory, and risk matters.
• Strong stakeholder management skills, with the ability to collaborate and influence across advisory, operations, and risk functions.
• Commercially aware, with the ability to balance client outcomes, operational performance, and regulatory requirements.

What we offer
At WTW Ireland, your wellbeing comes first. Depending on your role, you'll receive 25 days of annual leave with the option to add 5 extra days—giving you plenty of time to rest and recharge. You'll also benefit from a €1,500 health insurance allowance, life assurance, future-focused pension contributions, hybrid working options, educational support and a dedicated volunteer day. Customise additional flexible benefits with extras like our share scheme, cycle-to-work programme, and enhanced optical cover. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer
We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidatehelpdesk@wtwco.com