Health & Benefits Small Business Unit (SBU) Client Service Team (CST) Lead Associate

As a CST Lead Associate in H&B Canada's Small Business Unit, you will have overall responsibility for managing a book of business specific to small business clients.  You may also play a supporting role in other market segments core H&B projects (i.e. mid-market).  As a CST Lead Associate, you will exhibit effective and efficient project management and client relationship skills ensuring client satisfaction and account profitability.

The Role

•    Manages a book of business and the client relationship.

•    Develops an understanding of the local and global (if applicable) client needs to ensure proactive project management, scheduling of key interactions and timing of deliverables to manage in-scope deliverables, ensuring the scope of work is followed. 

•    Supports new business, expansion and cross-selling activities.

•    Participates in the onboarding of new clients, creating scopes and budgets, and assessing where WTW can add value

•    Actively and constantly seeks advice from peer colleagues and the SBU Team Lead to grow your skillsets and knowledge to enable thoughtful, accurate, quality deliverables to clients.

•    Ensures client deliverables are technically sound and accurate and that proper insights have been developed before delivering to the client. 

•    Leads the entire carrier/vendor bid, procurement, negotiation, award, implementation process. 

•    Exhibits advanced knowledge and application of the H&B excellence model; conducts excellence reviews on work completed by the global delivery centers (GDCs) and junior SBU colleagues if/when required.  

•    Addresses more complex client questions on a variety of H&B topics and escalates to SBU Team Lead or other more senior colleagues as required.

•    Creates and manages detailed project plans, budgets, and timelines

•    Coordinates and leads client/GDC/carrier meetings, takes notes and prepares action items/next steps.

•    Keeps project data up-to-date and accurate in H&B Canada's various databases

•    Keeps projects in-scope and on budget, ensures regular financial management of commissions and invoicing.

•    Applies knowledge of benefit programs, underwriting/funding arrangements, non-evidence maximums, H&B products and services, carrier landscape, nuances by carrier, provincial requirements and considerations.  Stays updated on compliances changes that may affect clients.

•    Develops working proficiency of WTW standard tools, templates, follows processes specific to the SBU and our ways of working.

•    Provides clear direction and support, leveraging the GDC's to their fullest extent to ensure accurate execution of specific tasks that contribute to client projects. Completes Quality Feedback forms by the due dates so that feedback can be shared/applied.

•    Works with the carriers on deliverables (renewal, experience reporting, change in carrier, service issues).  

•    Delivers renewals, Periodic Experience Reports and/or RFP results to clients.

•    Builds strong relationships and collaborates effectively.
 

•    3+ years' experience ideally gained in a benefit consulting / brokerage firm or underwriting 

•    Proven ability to manage multiple deliverables simultaneously and produce quality deliverables on time and within budget

•    Strong knowledge of benefit program products & services, underwriting and funding concepts, particularly in the small business segment.

•    Experience with renewal pricing, analysis, negotiations, RFP process and analysis

•    Carrier management experience such as providing support resolving claims and administrative issues, ability to compare carrier/carrier products, services, review of booklets and contracts 

•    Analytical thinker who can develop insights to draw conclusions

•    A desire and ability to support the client team in expanding relationships with clients

•    Proven ability to identify and resolve issues with limited information 

•    Polished and well developed written and verbal communication skills

•    Self-starter attitude, curious with an ability to work independently and as part of a team

•    Creative and integrative skills

•    Ability to direct work of more junior colleagues and provide feedback, coaching and mentoring

•    Excellent Microsoft Office skills, particularly in Excel and PowerPoint

•    Life and Health license required within 180 days of joining

•    Relevant experience and/or university degree 
 

Compensation

The base salary compensation range being offered for this role is $85,000 to $110,000 CAD per year

This role is also eligible for overtime, an annual short-term incentive bonus, and performance-based recognition awards.

Artificial Intelligence (AI) tools may be used in the process to screen, assess, or select applicants for a position but all final decisions and determinations are made exclusively by authorized human personnel.

This job posting is an advertisement for an existing vacancy.

Equal Opportunity Employer