Health & Benefits Client Service Team, Senior Director

Willis Towers Watson; Toronto; Hybrid; CAD 140,000 - 190,000; Full time

Job summary

Willis Towers Watson seeks a Client Service Team Senior Director to lead and grow a portfolio of the firm’s largest and most complex client relationships in Canada. You will be accountable for client satisfaction, retention, profitability and revenue growth, acting as a senior strategic advisor and coordinating cross-functional teams including actuaries, consultants and client service staff.

You will drive new business development, proactively expand relationships, and oversee engagements from

Qualifications

• 10+ years’ experience leading complex client relationships
• Proven track record of creating, managing and expanding strategic client relationships
• Executive presence with polished communication skills
• Ability to influence and collaborate with all levels of an organization
• Strong knowledge of Canadian insurers and vendors
• MS Office skills, especially Excel and PowerPoint
• Life and Health license within 180 days of joining
• Willingness to travel as needed
• Relevant experience and/or university degree
• CEBS designation or health/welfare actuarial training is an asset

Responsibilities

• Serve as the strategic partner and trusted advisor to WTW’s largest clients, expanding revenue
• Lead client teams and collaborate with technical resources and actuaries on plans and budgets
• Proactively advise clients and ensure superior service
• Negotiate and manage relationships to optimize outcomes
• Engage WTW resources globally to address complex needs and grow relationships
• Scope and contract engagements and pursue new business opportunities
• Mentor colleagues to achieve objectives
• Represent WTW in market-facing opportunities
• Ensure deliverables align with client objectives and WTW standards
• Understand H&B revenue drivers and lead engagement pricing and staffing

Skills

Executive presence

Client relationship management

Negotiation

Communication

Strategic advisory

Influence & collaboration

Travel readiness

Education

University degree

CEBS designation (asset)

Life and Health license (within 180 days)

Tools

Excel

PowerPoint

Job description

Description

As a Client Service Team Senior Director, you will lead and grow a book of business consisting of WTW’s largest and most complex client relationships, with accountability for client satisfaction, retention, profitability and revenue growth. You will serve as a senior strategic advisor to clients, lead complex engagements, and play a key role in new business development and the cross-selling of WTW solutions.

The Role

• Serves as the strategic partner and trusted advisor to WTW’s largest and most complex clients, ensuring client satisfaction and expanding revenue across a book of business
• 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; oversees 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 complex client needs, expand relationships and generate new business
• Materially grows revenue by anticipating client needs, offering new solutions to current clients and effectively scoping and contracting client engagements; influences key client decisionmakers by soliciting perspectives and addressing stated needs
• Leads strategic new client pursuits by shaping solutions, influencing key stakeholders and responding to RFPs, where appropriate; responsible for generating and tracking new business opportunities
• Directly manages and/or mentors' colleagues to achieve objectives
• Represents WTW in the marketplace and enhances the firm’s brand through market-facing opportunities
• 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
• Demonstrates deep commercial understanding of H&B revenue drivers and leads effective engagement pricing, contracting and staffing strategies to support profitable growth

Qualifications

• 10+ years’ experience and demonstrated success leading complex client relationships and managing large group benefits programs in a consulting or brokerage environment
• Proven track record of creating, managing and expanding strategic 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
• Demonstrated ability to represent WTW in market-facing opportunities
• 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 $140,000 - $190,000 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