As a member of the NA Client Service Teams this role will be leading a team of Client Support Specialists responsible for processing of pre renewal, broking, binding and post binding activities required for placement and service of our NA CRB clients and prospects.  Role will also work closely with Client Advocacy, Client Service and Broking team based out of US on a daily basis to delivery “White Glove Service” to our clients and prospects.

 

Principal Duties/Responsibilities

Process & Stakeholder Management

Deliver/ Manage KPI's and metrics in line with the prescribed targets Prioritize and organize work according to business priorities. Develop an in depth understanding of the technical aspects of the process. Driving process improvements within team for improved efficiency, client experience or better risk controls Periodic review of process risks and ensuring adequate controls are in place. Meeting with stakeholders to discuss process related challenges and opportunities Work with relevant stakeholders for effectively resolving escalations. Leading projects / tasks E2E in coordination with onshore stakeholders

 

Resource Planning

Forecasting and planning of resource requirements Manage resources efficiently through peaks and troughs in the business cycle. Ensure contingency planning is in place for critical resources

 

People Management / Development:

Setting appropriate goals & expectations for the team and conducting regular progress reviews. Work closely with individuals and groom them to their full potential. Assessing and developing competency levels to make sure team members have the expertise needed to add value to the business. Proactive identification of performance issues. Creating action plan and coaching them to improve performance. Conduct 1-1 and team meetings in line with Operational Engagement Framework. Managing attrition and absenteeism in the team

 

MI Reviews

Lead MI reviews for the business unit and manage related tasks ensuring delivery

  Risk Assessment & Review
Ensure delivery of standardized policies, procedures and service standards. Ensures these are
understood and followed by the business so that all aspects of risk management, information security, legislation and regulation are managed effectively

Top 5 Competencies

Focusing on ClientsWorking in TeamsDriving ExcellenceInfluencing StakeholdersDeveloping Talent

 

 

Qualifications: Graduate

Skills:

Excellent  verbal and written communication skillsEnergetic, enthusiastic individualsLogical thinking skillset is a mustAbility to learn new processes and systems, also should have the ability to adapt to changesAbility to prioritize and organize tasks, work within stiff timelinesAbility to work independently and as part of a team

 

Knowledge:

Proven track record of delivering excellent levels of Client Service across varied stakeholders through
a large operating functionExperienced leader with proven ability in managing a function to deliver an agreed set of
homogeneous processes

 

WTW is an Equal Opportunity Employer