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Director of Client Services in Health

3 months ago

Kingston, Ontario, Canada Willis Towers Watson Full time

Position Overview

The Director of Client Services in Health & Benefits is responsible for overseeing a portfolio of clients, providing essential leadership and support for large and intricate accounts. Your vast experience in relationship management will be pivotal in ensuring client retention, driving growth, and promoting services to both existing and prospective clients. You will guide client service teams and cultivate relationships that contribute to overall success. Your advanced skills and expertise will be instrumental in acquiring new clients and delivering strategic advisory services.

Key Responsibilities

In this role, you will manage and expand a client portfolio while overseeing the daily operations of complex accounts, including:

  • Ensuring client satisfaction and increasing revenue within your designated business segment
  • Engaging with key decision-makers to understand their perspectives and address their needs
  • Creating demand by aligning growth opportunities with the objectives of clients and prospects
  • Identifying and pursuing new client business opportunities
  • Facilitating the onboarding process for new clients, including scope definition and contract negotiation
  • Recognizing client preferences, market trends, and best practices to address client challenges and implement effective solutions
  • Leading client teams to ensure delivery aligns with established goals, contracts, budgets, timelines, and quality standards
  • Mentoring team members and managing interdependencies across various functions to deliver exceptional client service
  • Aligning strategies and deliverables with client objectives while providing consulting support, carrier management, and implementation oversight
  • Supporting the global benefits consulting team and fostering strong relationships
  • Collaborating effectively with internal teams on cross-functional projects
  • Preparing and delivering client presentations in partnership with client service and Center of Excellence teams
  • Ensuring compliance with internal excellence standards and project requirements

Qualifications

  • Minimum of 8 years of experience in designing and managing complex client plans within a consulting or brokerage environment, or similar consultative experience with a carrier or vendor
  • Demonstrated success in building, managing, and expanding client relationships
  • Proven expertise and business insight that have driven client acquisition and growth
  • Experience in leading diverse client portfolios by identifying preferences and developing tailored long-term strategies
  • Track record of delivering key services and results that influence client actions and enhance plan performance
  • Strong negotiation and relationship management capabilities
  • In-depth knowledge of vendor relationships and management
  • Exceptional oral and written communication skills
  • Ability to identify and resolve issues effectively
  • Proficient in Microsoft Office, particularly Excel and PowerPoint
  • Provincial Life and Health license required within 180 days of employment
  • CEBS designation or training in health and welfare actuarial or underwriting preferred

Equal Opportunity Employer