Team Leader - Spanish Speaker

WTW; Lisboa; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work

Competitive pay

Global exposure

Career development

Collaborative culture

Job summary

WTW’s Lisbon Regional Delivery Center seeks an experienced leader to head the Plan Administration team within Health and Benefits, driving operational excellence and client service.

You will coordinate workloads, monitor SLAs, oversee enrolment data, and partner with management, support teams, and carriers to deliver accurate, timely plan administration and continuous improvement.

Qualifications

• 5+ years in health and benefits/insurance operations with Plan Administration focus.
• Experience leading operational teams and managing competing priorities.
• Knowledge of workload/capacity management, SLA monitoring, quality controls.
• Experience with enrolment data, certificates, census, renewals, reconciliations.
• Fluent English; Spanish for Spanish market; strong written and verbal communication.
• Customer-focused, diplomatic and collaborative with stakeholders.
• Continuous-improvement mindset; standardising work and visibility.

Responsibilities

• Lead, coach and develop the Plan Administration team, establishing clear expectations and accountability.
• Coordinate workload, priorities, backups and coverage to maintain continuity.
• Monitor SLA performance, backlog, productivity, capacity and quality indicators.
• Oversee enrolment, eligibility, certificates, census renewals, and reconciliations.
• Handle complex client requests and escalate material issues when needed.
• Partner with Client and Account Management, Support teams and carriers.
• Apply risk-based quality controls and drive corrective actions.
• Maintain audit-ready SOPs, templates, trackers, and knowledge repositories.
• Lead onboarding and readiness validation for new joiners and transitions.
• Drive continuous improvement to reduce bottlenecks and manual effort.

Skills

Team leadership

SLA monitoring

Workload planning

Data reconciliation

Communication (English)

Problem solving

Continuous improvement

Stakeholder collaboration

Tools

Excel

Outlook

Teams

SharePoint

Power BI

Job description

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.

The opportunity

Our Health and Benefits business helps large and mid-size clients control health and welfare plan costs, improve health outcomes, and promote employee engagement through broad-based, state-of-the-art interventions. We provide solutions encompassing creative plan design, vendor evaluation and management, pricing and funding strategies, data analytics, valuation support, legal compliance and governance strategies.

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.