Team Leader - Spanish Speaker

W.T.W., Ltd.; Lisboa; On-site; EUR 42,000 - 58,000; Full time

Job summary

A WTW, Ltd. procura um Team Leader para a zona de Lisboa, com domínio do espanhol para liderar a equipa de Plan Administration.

A posição envolve orientar e desenvolver a equipa, gerir cargas de trabalho, monitorizar SLAs e garantir a qualidade do serviço, em ambiente colaborativo com clientes internacionais. É exigido pelo menos 5 anos de experiência em operações de saúde e benefícios, com forte conhecimento de políticas de admissão, elegibilidade e reconciliações.

Qualifications

• Pelo menos 5 anos de experiência em health and benefits, operações de seguro, brokerage, outsourcing ou ambiente de atendimento ao cliente com forte exposição a Plan Administration.

Responsibilities

• Liderar, treinar e desenvolver a equipa de Plan Administration, definindo expectativas, responsabilidade e colaboração.
• Coordenar carga de trabalho, prioridades, backups e cobertura para manter continuidade durante ausências, picos de demanda e mudanças.
• Monitorizar desempenho de SLA, backlog, produtividade, capacidade e qualidade, atuando com ações corretivas.
• Supervisar atividades de Plan Administration, incluindo dados de inscrição e elegibilidade, movimentos de políticas, certificados, recenseamentos e reconciliações.
• Resolver casos complexos, riscos de serviço, incidentes e pedidos urgentes, escalando questões materiais quando necessário.
• Colaborar com Client/Account Management, Support, Espanha Ops e companhias seguradoras ou fornecedores.
• Aplicar controles de qualidade com foco na correção de erros, raciocínio de causa raiz e ações preventivas.
• Manter SOPs auditáveis, templates, trackers e repositórios de conhecimento.
• Conduzir onboarding, transferência de conhecimento e validação de prontidão para novos membros e transições de portfólio.
• Impulsionar melhoria contínua reduzindo gargalos, erros recorrentes e esforço manual desnecessário.

Skills

Liderança de equipa

Gestão de SLA

Conhecimento de Plan Administration

Fluência em Espanhol

Inglês técnico

Tools

Excel

Power BI

Outlook

Teams

SharePoint

Planner

Job description

Team Leader - Spanish Speaker

Empresa : W.t.w., Ltd. Tipo de Emprego : Periodo Integral Lisbon, Portugal

Descrição do Emprego - Team Leader - Spanish Speaker

Description

About Us

WTW is an award-winning advisory, broking, and solutions company that supports clients worldwide in transforming risk into opportunities for growth. With a rich insurance heritage dating back to 1828, from the Titanic in 1912 to the Moon Buggy in 1971, WTW brings deep industry expertise and longstanding experience. Our WTW Regional Delivery Center, based in the heart of Lisbon, brings together a strong global team of more than 400 colleagues who deliver operational excellence every day through innovation and streamlined, efficient solutions.

What you will do

• Lead, coach and develop the Plan Administration team, creating clear expectations, accountability and collaboration.

  • Coordinate workload, priorities, backups and coverage to protect continuity during absences, peak periods and changes in demand.

  • Monitor SLA performance, backlog, productivity, capacity and quality indicators, and follow through on corrective actions.

  • Oversee Plan Administration activities, including enrolment and eligibility data, policy movements, certificates, census renewals and reconciliations.

  • Own the operational response to complex cases, service risks, incidents, errors and urgent client requests, escalating material issues when required.

  • Partner with Client and Account Management, Support teams, Spain Operations and insurance carriers or vendors.

  • Apply risk-based quality controls and ensure errors lead to correction, root-cause understanding and preventative action.

  • Maintain audit-ready SOPs, templates, trackers, handover notes and knowledge repositories.

  • Lead onboarding, knowledge transfer and readiness validation for new joiners, role changes and portfolio transitions.

  • Drive practical continuous improvement by reducing bottlenecks, recurring errors and unnecessary manual effort.

Qualifications

What You’ll Bring

• At least 5 years of experience in health and benefits, insurance operations, brokerage, outsourcing or a comparable client-service environment, with strong exposure to Plan Administration.

  • Previous experience leading, supervising or coordinating an operational team and managing competing priorities under pressure.

  • Strong knowledge of workload and capacity management, SLA monitoring, quality assurance, operational controls and escalation governance.

  • Practical knowledge of policy movements, enrolment and eligibility data, certificates, census management, renewals and reconciliations.

  • Fluent Spanish for the Spanish market and strong working English, with clear written and verbal communication.

  • Sound judgement, attention to detail and confidence handling urgent, complex or sensitive operational situations.

  • A customer-focused, diplomatic and collaborative approach with internal and external stakeholders.

  • A continuous-improvement mindset and evidence of standardising work, simplifying processes and improving visibility.

Technical capability

• Advanced Microsoft Excel skills for validation, reconciliation, analysis and operational reporting.

  • Confident use of Outlook, Teams, SharePoint, OneNote and Planner or equivalent workload-management tools.

  • Experience creating and maintaining SOPs, control evidence, trackers, dashboards and audit-ready documentation.

  • Power BI knowledge is an advantage, especially for service, quality, capacity and productivity reporting.

Why WTW?

At WTW, we offer more than just a job—we offer a career. Here’s what you can expect:

• Work-Life Balance: Enjoy flexible working hours and hybrid working options to suit your lifestyle.

• Competitive Compensation: Benefit from an attractive, performance-related remuneration system.

• Global Exposure: Join an international consultancy with the security of a global corporation and renowned clients.

• Career Development: Experience a steep learning curve and ample opportunities for individual career growth through on-the-job learning and specialist training.

• Collaborative Culture: Work in a collegial, appreciative, and dynamic environment where decisions are made together.

• Impactful Work: Quickly take on responsibility and make an impact with direct customer contact.

• Community and Celebration: Participate in corporate events and celebrate our successes together.

Join Us!

Be part of a team that values innovation, excellence, and collaboration. At WTW, your career is more than just a job—it’s a journey.