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Health & Benefits Client Service Director

2 months ago


Toronto, Ontario, Canada WTW (Willis Towers Watson) Full time
About the Role

We are seeking a highly experienced and skilled Health & Benefits Client Service Associate Director to join our team at WTW (Willis Towers Watson). As a key member of our client service team, you will be responsible for leading a book of clients and providing day-to-day leadership support to large, complex clients.

Key Responsibilities
  • Client Leadership: Maintain and grow a book of clients, leading day-to-day management of complex clients with a focus on client satisfaction and revenue growth.
  • Relationship Building: Influence key client decision makers by soliciting perspectives and addressing stated needs, creating demand by aligning growth opportunities with clients' and prospects' needs/objectives.
  • Business Development: Generate and track prospective new client business, onboard new client business including scoping and contracting.
  • Client Team Management: Lead client teams on delivery, ensuring progress against established objectives, contracting, budgets, timelines, deliverables, quality standards and ongoing client financial management.
  • Team Development: Develop team members and manage interdependencies between workstreams/functions to ensure the delivery of superior client service to enhance client retention.
  • Strategic Alignment: Guide the alignment of strategies and deliverables to client objectives, providing general consulting support, carrier management and implementation oversight, as needed.
  • Global Collaboration: Support global benefit consultant team requirements and relationships, building relationships internally and collaborating effectively on cross-functional teams.
  • Client Presentations: Finalize and lead client presentations, in collaboration with client service and COE teams.
  • Compliance and Excellence: Follow and ensure team members apply internal excellence and compliance requirements to all projects.
Requirements
  • 8+ years' experience and demonstrated success in the design and management of complex client plans gained in a consulting or brokerage environment or similar experience in a consultative role at a carrier or vendor.
  • Proven track record of creating, managing and expanding client relationships.
  • Demonstrated expertise and business acumen that has driven client acquisition and expansion.
  • Record of leading clients across a diverse book of business by identifying client preferences, trends and patterns and developing tailored, longer-term client strategies.
  • Experience in leading the delivery of key services and results that drive client action and plan performance.
  • Demonstrated strong negotiation and relationship management skills.
  • Strong knowledge of vendors and vendor relationships.
  • Polished and well-developed oral and written communication skills.
  • Flexibility and proven ability to identify and resolve issues.
  • Excellent Microsoft Office skills, particularly in Excel and PowerPoint.
  • Provincial Life and Health license required within 180 days of joining.
  • CEBS designation, or health and welfare actuarial or underwriting training desired.