Head of ICS Client Services

Location

Mumbai | India

Job description

Job Summary

As the Head of the Client Services function within the Information and Cyber Security group, you will be working closely with WTW’s Lines of Business teams and Clients globally, managing global resources and as a leader of the group responsible for communicating our information security posture, and the information security controls established within our environment to protect the confidentiality and integrity of data provided to us by our clients. 

In this position, you will be responsible for ensuring the team is able to successfully lead and coordinate the completion of requests assigned to them, utilizing the different tools and resources available. The Head of the function will serve as the initial point of escalation for the team members, and will help identify trends, follow up with internal subject matter experts and internal stakeholders on the status of items pending their feedback, help create plans for any gaps agreed for remediation, and provide key information to leadership as input for prioritizing the future information security strategy. This is a great opportunity to work in a global role, supporting the breadth of the organization. We are looking for an individual with strong customer-oriented skills who is organized, thorough and has the desire to work in a challenging environment. 

Responsibilities

• Help execute the future direction of the Client Services function and provide input into the future strategy and direction of the function.
• Responsible for understanding group priorities and help with the achievement of priorities within established timelines.
• Identify process improvement opportunities and implement agreed changes within the function
• Monitor volume of assignments for team members and distribute workload to ensure proper work/life balance.
• Serve as the escalation point to resolve internal and external conflicts.
• Have the ability to step in and pick up the workload and see it through to completion.
• Serve as a guide to junior team members enabling them to understand and evaluate complex assignments.
• Build and expand internal relationships with key groups and stakeholders, creating efficiencies for any dependencies.
• Help in the creation of process documents, guides and procedures, appropriate tools, templates, that will help create efficiencies and improve the Client Services function.
• Responsible for assisting in the client contracting process, providing support to Legal resources, Sales Leaders, and Line of Business Leaders in negotiating information security requirements within contracts, and service agreements.
• Serve as a leader and key resource representing WTW in client audits, work with internal subject matter experts in collaborating appropriate evidence, and pursuing closure of any agreed remediation plan.
• Maintain and improve internal documentation, repositories, trackers and metrics to ensure accurate information and alignment with internal controls/guidelines that can be used to determine future strategy for the group. 
• Work with internal corporate teams to address questions in the area of IT, Infrastructure, Supplier Risk Management, Cyber Defense, and application teams to facilitate responses related to application functionality and security.
• Manage and oversee ad hoc projects related to enhancing information and data security controls for business to meet commitments made in Contracts.
• Coordinate updates to standard responses by working with subject matter experts and global function leads.
• Work with internal subject matter experts to understand controls in the area of IT, Infrastructure, Supplier Risk Management, Cyber Defense, and Application Security and use that information to train team members and to address client questions.
• Identify areas of process improvements in the support model and implement process enhancements
• Other managerial activities that help team and group objectives

Requirements

• Demonstrated ability to lead a diverse group and gain the trust and respect of the team.
• Demonstrates proven extensive abilities with leveraging creative thinking and problem-solving skills.
• Ability to prioritize multiple requests and clearly communicate the priorities to the team and management.
• Stays abreast of emerging trends, regulatory changes, and evolving threats in the security and compliance landscape, advising the organization on potential impacts and necessary actions.
• Be able to identify and resolve conflicts and identify items that need senior management attention.
• Effectively handles difficult requests, builds trusting, long-term relationships with clients, helps the clients to identify/define needs and manage client/business expectations.
• Ability to communicate effectively with all business levels internally and externally.
• Capable of communicating security-related concepts to a broad range of technical and non-technical individuals as well as understanding new technologies quickly.
• Ability to manage projects working with a diverse group of individuals across multiple geographies.
• Client focus with ability to follow up with subject matter experts within constraints to meet deadlines for deliverables.
• Familiarity with ISO 27001, NIST, and other guidelines on information security controls.
• Certifications in one of more of the following is a plus: Certified Information Security Auditor (CISA), Certified Information Systems Security, Professional (CISSP) or Certified Information Security Manager (CISM).

Job tags

Salary