Health & Benefits Client Service Team, Director

Willis Towers Watson; Toronto; On-site; CAD 110,000 - 150,000; Full time

Job summary

Willis Towers Watson is seeking a Client Service Team Director in Canada to lead a book of mid-market and large clients, ensuring satisfaction and profitability. You will drive client strategy, collaborate with WTW specialists, and mentor teams across projects.

You will grow revenue by expanding relationships, negotiating outcomes, and pursuing new business opportunities, while maintaining governance and alignment with WTW capabilities.

Qualifications

• 10+ years of experience in designing and managing mid-market and large group benefits plans
• Proven track record of creating, managing and expanding client relationships
• Executive presence with polished communication skills
• Knowledge of Canadian insurers and vendors
• Life and Health license required within 180 days of joining
• Willingness to travel on an as-needed basis
• CEBS designation or related health & welfare training is a plus

Responsibilities

• Lead and grow a book of business for mid-market and large clients; ensure satisfaction and profitability
• Directly manage and mentor colleagues to achieve objectives
• Collaborate with technical resources, actuaries and Centre of Excellence teams
• Negotiate effectively with clients and vendors to optimize outcomes
• Develop pricing, contracting and staffing models to support profitability
• Lead and participate in new client pursuits and respond to RFPs
• Maintain market presence and strengthen Willis Towers Watson's brand

Skills

Client relationship management

Executive presence

Influence & collaboration

Strategic advisory

Negotiation skills

Education

University degree

Tools

Excel

PowerPoint

Job description

Description

As a Client Service Team Director, you will lead and grow a book of business, ensuring overall client satisfaction and profitability. You are the day-to-day lead on mid-market and large clients, and work in close collaboration with senior colleagues to support the largest and most complex client engagements. You drive client strategy and grow relationships by combining your expertise with WTW’s specialists, solutions and broader capabilities. You have a strong track record of driving client retention, satisfaction and profitable growth, and actively pursue new business opportunities.

The Role

• Serves as a strategic partner and trusted advisor to mid-market and large clients in the design and management of their group benefits programs; supports senior colleagues in managing WTW’s largest and most complex clients
• Leads the client team and collaborates closely with technical resources and actuaries in the design and delivery of project plans, ensuring progress against established objectives, budgets, timelines, deliverables and quality standards; supports the finalization and delivery of client presentations in collaboration with client service and Centre of Excellence teams
• Proactively advises clients and ensures superior client service
• Demonstrates strong negotiation and relationship management skills to navigate difficult client and vendor conversations and optimize outcomes
• Engages WTW specialist resources and experts locally and globally to address client needs and generate new business
• Materially grows revenue by anticipating client needs, offering new solutions to current clients and effectively scoping and contracting client engagements
• Plays a lead role in new client pursuits by crafting solutions to meet prospect needs and responding to RFPs, where appropriate; responsible for generating and tracking new business opportunities
• Directly manages and/or mentors colleagues to achieve objectives
• Maintains market presence and enhances WTW’s brand in the marketplace
• Conducts final review of deliverables to ensure alignment with client objectives, use of optimal WTW recommendations, services and solutions, and adherence to WTW professional excellence standards
• Applies a strong understanding of H&B revenue drivers to develop effective engagement pricing, contracting and staffing models that support profitability

Qualifications

• 10+ years’ experience and demonstrated success in the design and management of mid-market and large group benefits plans gained in a consulting or brokerage environment
• Proven track record of creating, managing and expanding client relationships
• An executive presence with polished and well-developed communication skills
• Ability to influence and collaborate with all levels of an organization
• Strong knowledge of Canadian insurers and vendors
• Excellent Microsoft Office skills, particularly in Excel and PowerPoint
• Life and Health license required within 180 days of joining
• Availability to travel on an as-needed basis
• Relevant experience and/or university degree
• CEBS designation, or health and welfare actuarial or underwriting training is an asset

Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified

Compensation

The base salary compensation range being offered for this role is $110,000 - $150,000 CAD.

This role is also eligible for 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.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

EOE, including disability/vets