[Hiring] Director of Client Service and Delivery @WTW

Role Description

Senior-level client service manager position within WTW’s Via Benefits client management team providing strategic relationship management and consultative services to clients. The client service manager will work within the Individual Marketplace service line and will serve as the account manager for clients of Via Benefits retiree services and programs. The key areas of this role include:

• Development and ongoing management of strong productive relationships with executive level client contacts.
• Understanding Via Benefits business model and internal operations or experience within the medical insurance or benefits administration industry.
• Client-centric mindset and willingness to rapidly learn to develop a consultative approach.
• Partnership with internal Willis Towers Watson associates including consultants, actuaries, and other client-facing associates to ensure client satisfaction.
• Subject matter expert in Medicare, Health Reimbursement Arrangements, and internal processes related to our business.

This is a remote position but must be within reasonable distance to a local Willis Towers Watson office and major airport; locations near Salt Lake City, Utah and Dallas, Texas are preferred.

Responsibilities

• Retaining, growing, and managing large account portfolios, working with client management team.
• Building credibility and maintaining trust by developing and implementing new solutions as the subject matter expert.
• Demonstrating a consultative client approach, recognizing actions that will demonstrate strong partnership to the client base.
• Consulting on service, communications, and funding strategies to various levels of client management.
• Commitment to rapidly become highly functional in Excel to prepare, analyze, and present operational and financial data effectively.
• Analyzing and interpreting statistical reports and all other available benefits data.
• Working closely with supporting areas to oversee administration, ensuring service delivery meets contract requirements.
• Responding to customer needs and proactively identifying potential customer concerns to ensure client satisfaction and retention.
• Preparing, analyzing, and presenting reporting to both clients and internal partners.
• Ability to work in a fast-paced, high email volume environment with seasonal fluctuations in workload.

Qualifications

• Bachelor’s degree preferred.
• 10+ years of insurance industry experience related to servicing accounts.
• 10+ years’ experience successfully managing an employer/client book of business.
• Experience within healthcare benefits administration or medical insurance industry.
• Strong consultative approach to problem-solving and project management.
• Ability to build, maintain, and manage multiple client relationships and projects at the most senior levels.
• 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 oral and written communication skills.
• Demonstrated ability to deliver strong presentation skills.
• Microsoft Office competency required (PowerPoint, Word, and strong Excel skills a must).
• Experience with call center operations is a plus.
• Experience with Pega, JIRA, Salesforce, SmartSheet, Confluence a plus.
• State life and health license a plus but not required.
• CEBS, GBA, PHR, CLUE or equivalent a plus but not required.
• Funding concepts experience a plus.
• Understanding of the regulatory environment of employee benefits plans.

Compensation and Benefits

• Base salary range: $85,000-$105,000 USD per year.
• Eligible for an annual short-term incentive bonus.
• Competitive benefit package including health and welfare, leave benefits, and retirement benefits.