Manager - Client Service Managers, Client Service and Delivery

Benefits Delivery & Administration

Individual Marketplace Service Line

Benefits Delivery and Administration combines our leading benefits and accounts administration and marketplace offerings for employers and retirement plan sponsors of all sizes. The changing benefits landscape in the U.S. continues to create new challenges and opportunities for the organizations that provide benefits to nearly 160 million Americans. Our suite of innovative, holistic, best-in-class solutions give them new, more flexible ways to deliver benefits that match their organizational objectives, and enhance their ability to attract, engage, and retain top talent.

The Role

Senior-level position within WTW, managing a team of all levels of Client Service Managers. This person will also be responsible for providing strategic relationship management and consultative services to their own book of clients. The key areas of this role include development and oversight of members of your team as well as consulting and managing your own individual clients. This role will require a business-oriented leader who recognizes changing market dynamics and can effectively partner with a variety of internal WTW associates including consultants, actuaries, and other client-facing associates to ensure client satisfaction. The Manager must be a subject matter expert in Medicare, Health Reimbursement Arrangements and the internal processes related to our business. This is a remote position within Draper, UT or Richardson, TX with some occasional office visit for corporate engagements.

Responsibility

• Retaining, growing and managing large account portfolios, working with service delivery teams


• Building credibility and maintaining trust by developing and implementing new solutions as the subject matter expert


• Demonstrating a consultative client approach, with an ability to recognize what actions will demonstrate strong partnership to the client base, by developing a deep understanding of the client’s needs and business issues to incorporate into wider solutions


• Consult on service, communication and funding strategies to various levels of client management, including senior level human resources and C-suite representatives


• Prepare, analyze and present operational and financial data effectively to clients and consultants


• Analyze and interpret statistical reports and all other available benefits data directly or through internal or external partners


• Work closely with supporting areas to oversee administration, ensuring service delivery meets contract requirements


• Respond to customer needs and proactively identify potential customer concerns to ensure client satisfaction and retention


• Prepare, analyze and present reporting to both clients and internal partners


• Manage and train a high performing team; assist in escalations and client needs across the team you manage, including identification of solutions, risks, financial impact and client/member satisfaction


• Ability to work in fast-paced, high email volume environment with seasonal fluctuations in workload

Requirements

• Bachelor’s degree required
• People manager experience strongly preferred
• 7+ years of insurance industry experience related to servicing accounts
• 7+ years’ experience successful managing an employer/client book of business
• 2+ years working as a Client Service Manager within Individual Marketplace
• Must have experience within the healthcare benefits administration or medical insurance industry that has provided you knowledge of medical insurance and/or Medicare insurance products (Medicare industry knowledge is a huge plus)
• Must have a strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn
• Ability to build, maintain and manage multiple client relationships and projects at the most senior levels within client organizations and ensure quality deliverables.
• Ability to influence key stakeholders (internal and external) via formal and informal channels
• High level of business acumen
• Ability to coordinate teams across WTW segments
• Team-oriented and collaborative
• Availability to travel on an as needed basis
• Executive presence with polished and well developed oral and written communication skills
• Demonstrated ability to deliver strong presentation skills
• Microsoft office competency required (PowerPoint and Excel a must)
• Experience with call center operations is a plus
• Experience with JIRA, Salesforce, Smartsheet, Confluence a plus
• State life and health license a plus
• CEBS, GBA, PHR, CLUE or equivalent a plus
• Funding concepts experience a plus
• Regulatory environment of employee benefits plans

Willis Towers Watson is an EEO/AA Employer, M/F/D/V