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Filled - 1/10/2026 - Operations Director - GB Retail
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About the Role
We are seeking a dynamic and experienced Operations Leader to join our GB Retail team, providing strategic governance and operational support to ensure exceptional client service delivery within a compliant and efficient framework. This role will lead the GB Retail Operations Management and Facilities teams, driving performance, continuous improvement, and alignment with wider CRB business goals.
As a senior leader, this role is a key contributor to the GB Retail Leadership Team and the wider CRB Operations Director community, proactively supporting enterprise-wide initiatives, business change, and regulatory compliance while fostering a high-performing, accountable, and engaged workforce.
The Role
Leadership & Governance
- Provide operational leadership and support for governance, decision-making, and execution across GB Retail.
- Act as a proactive member of the GB Retail Leadership Team and the CRB Operations Director community.
- Build and maintain strong internal and external stakeholder relationships, including peer leadership groups.
- Identify and promote opportunities to share best practice across business units and lines of business.
- Uphold Willis values and contribute positively to the culture, reputation, and strategic objectives of the business.
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People Management
- Lead, motivate, and develop the GB Retail Operations and Facilities teams, maintaining high levels of engagement, integrity, and morale.
- Establish a respectful and inclusive working environment aligned with company policies and values.
- Ensure the team has the appropriate skills, training, and development to perform to the highest standards.
- Partner with Human Resources to attract, recruit, and retain high-quality talent in line with recruitment best practice.
- Set clear objectives, manage performance effectively, provide regular feedback, and ensure formal appraisals are completed in line with firm standards.
Operational Excellence
- Ensure GB Retail operations comply with Willis operational requirements, policies, and procedures.
- Drive consistent delivery of activities by the right colleagues, in the right roles and locations.
- Support and deliver the CRB GB Operations plan, using data and reporting metrics to evidence operational excellence.
- Provide expert operational guidance and best practice advice to GB Retail teams.
Business Change & Transformation
- Proactively engage with Group- and BU-led change initiatives, providing operational input and delivery insight.
- Assess implementation impacts, risks, and opportunities, particularly in relation to client service and operational resilience.
- Work closely with central change, operations, and technology teams to design effective solutions.
- Support and assist with the successful implementation and embedding of change initiatives.
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Conduct Risk & Regulatory Compliance
- Maintain a strong understanding of regulatory requirements and their impact on GB Retail operational processes.
- Work closely with Compliance, Risk, and other functional teams to ensure client interests and market integrity remain central to operations.
- Support a strong and embedded first line of defense, ensuring controls, training, and policies are effective and up to date.
- Maintain a proactive and constructive relationship with Business Unit and Group Compliance.
- Cooperate fully with Internal Audit and promote a culture of continuous control improvement.
Stakeholder & Governance Responsibilities
- Manage senior stakeholder relationships internally and externally.
- Coordinate and oversee recruitment-related interactions.
- Manage effective engagement with 2nd and 3rd line functions.
- Ensure high standards of accountability, transparency, and governance across operations.
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