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This will be an exceptional opportunity to embark on a journey of career growth and acceleration with an award-winning Fortune 500 company. Darwin joined the Marsh McLennan family in 2017 as part of its Global Health and Benefits business, Mercer Marsh Benefits (MMB). Darwin operates as a critical component to MMB's strategic proposition, providing benefits that truly benefit to clients and their employees through a SAAS based digital proposition. Darwin is an award-winning benefits management product that supports more than 3 million employees globally, in over 100 countries and 40+ languages. Quite simply, Darwin is the leading employee engagement solution in the market.

Position Summary
The Darwin Services leader is charged with ownership of Darwins operations functions, a team of approximately 550 employees located primarily in London and Romania, with additional teams located in Singapore, India and the United States. Darwin Services provides client implementation, ongoing plan level support, help-desk and administrative services to Darwins 600 clients across 1,500 sites with the goal of meeting and exceeding time, cost and quality outcomes. To realize these outcomes as well as prepare the business for scale in the future, the team is continually evaluating and executing on a meaningful program of transformation initiatives to improve client and colleague experience. The Darwin Services Leader sits on Darwins executive leadership team and is tasked with working in partnership with our sales, client management, product and technology functions to ensure alignment across all client deliverables. As a product first, enterprise SaaS division, the Darwin Services leader is a critical enabler to Darwins ultimate market success with direct impact on client retention and revenue generation.

Key Responsibilities
Executive leadership of the Darwin Services organization, which includes:
Product Delivery teams charged with the program management and implementation of new business sites.
In-Life Services team responsible for the delivery of change requests, benefit selection windows and renewal activities
Managed Services teams responsible for Help Desk, Administrative Services and Technical Support functions.
Manage operating level expectations through established service level agreements (SLAs) service, cost, quality and other key performance indicators and communicates/ reports results to key stakeholders.
Maintain a strong focus on client satisfaction, including ability to measure through NPS programs.
Deliver efficiencies and improved service quality through leading key end-to-end process excellence (transformation) initiatives focused on ways of working, revenue realization and delivery across the organization.
Delivery of budget commitments with focus on forward looking capacity modelling, revenue and efficiency opportunities.
Ensure a responsive control environment is maintained and adequate business continuity plans are in place to ensure the company is compliant and prepared for risk.
Inform and drive the overall Darwin strategy, business plans and results in partnership with your peer group at the Darwin Executive Team level.
Partner with the Darwin Executive Team and our broader MMB Broking and Consulting teams to set & manage client expectations on key accounts. Direct engagement with clients will be required in either an executive sponsorship role or on an ad hoc basis.
Recruit, develop, manage, and motivate a high performing team that is results driven, accountable and collaborative and ensures optimal resource allocation and expense management aligned with strategic intent.
Actively engage with individuals at all levels of the Darwin Services team to role model collaboration and delivery excellence.

Pivotal Experience and Expertise:

Operations Leadership expertise
: Significant depth and operations experience with responsibility for defining and executing the overall operations strategy.

Operational Excellence and Champion of Change:
Experience in the delivery of operational excellence through automation, and digitization. Must demonstrate a track record of reaching across organizational boundaries to marshal resources and drive enterprise-wide changes.

Technology and Digitization Experience
: Demonstrated ability to significantly disrupt operations through the delivery of advanced digital solutions.

Customer Centric:
Tenure within an organization with the customer at the core. Evidence of delivering significant change to improve NPS and customer experience.

Executive Leadership:
Ability to lead and inspire a large team, fostering a culture of change & transformation. Creates an engaging work environment and inspires teams to want to perform at a higher level. Passionate about driving a diverse and inclusive environment. Promotes and recognizes individual and cultural differences.

Cross-Cultural Acumen:
Builds strong relationships based on mutual respect, honesty, and trust with diverse individuals of different cultural backgrounds and communication styles, adapting their own style to ensure effective communication and execution.

Matrixed Org Leadership Experience:
Expert in navigating a highly matrixed organization.

Strategic Governance:
Experience in helping establish the appropriate controls and governance to ensure operational excellence.

Experience
: SAAS based product offerings preferred.

Leadership Capabilities:

Customer First
: Understand and Shape Customer Needs, Create Distinctive Value for Customers, Build Deep Customer Relationships

Inspire & Influence
: Co-Create Meaning and Purpose, Engage and Energize the Organization, Lead through Influence

Drive for Results
: Drive Execution, Continuously Improve the Core, Reallocate Resources at Pace

Disrupt & Challenge
: Create Possibilities from New Thinking, Generate Disruptive Change, Experiment

Lead Innovation
: Lead Change, Collaborate Across Boundaries, Scale and Invest in New Ideas

Partnering:
Ability to effectively communicate across all levels of a matrixed organization (up, down & sideways)