Director- Client Service and Delivery

WTW; Dallas (TX); Remote; USD 85,000 - 105,000; Full time

Job summary

WTW is seeking a senior client service manager for its Via Benefits team, focusing on strategic relationship management and consultative services for retiree programs. The role emphasizes executive engagement with client contacts, understanding Medicare/health benefits, and partnering with internal specialists to ensure client satisfaction.

The position is remote but requires proximity to a WTW office and major airport; travel may be needed.

Qualifications

• Bachelor’s degree preferred.
• 10+ years of insurance industry experience related to servicing accounts.
• 10+ years’ experience successful managing an employer/client book of business.
• Must have experience within healthcare benefits administration or medical insurance industry that has provided you knowledge of medical insurance and/or Medicare insurance products.
• Must have a strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn.
• Ability to build, maintain and manage multiple client relationships and projects at the most senior levels within client organizations and ensure quality deliverables.
• Ability to influence key stakeholders (internal and external) via formal and informal channels.
• High level of business acumen.
• Ability to coordinate teams across WTW segments.
• Team-oriented and collaborative.
• Availability to travel on an as needed basis.
• Executive presence with polished and well developed oral and written communication skills.
• Demonstrated ability to deliver strong presentation skills.
• Microsoft office competency required (PowerPoint, Word and strong Excel skills a must).
• Experience with call center operations is a plus.
• Experience with Pega, JIRA, Salesforce, SmartSheet, Confluence a plus.
• State life and health license a plus but not required.
• CEBS, GBA, PHR, CLUE or equivalent a plus but not required.
• Funding concepts experience a plus.
• Understanding of the regulatory environment of employee benefits plans

Responsibilities

• Retaining, growing, and managing large account portfolios, working with client management team
• Building credibility and maintaining trust by developing and implementing new solutions as the subject matter expert
• Demonstrating a consultative client approach, with an ability to recognize what actions will demonstrate strong partnership to the client base, by developing a deep understanding of the client’s needs and business issues to incorporate into wider solutions
• Consult on service, communications, and funding strategies to various levels of client management, including senior level human resources and C-suite representatives
• Commitment to rapidly become highly functional in Excel in order to prepare, analyze and present operational and financial data effectively to clients and consultants
• Analyze and interpret statistical reports and all other available benefits data directly or through internal or external partners
• Work closely with supporting areas to oversee administration, ensuring service delivery meets contract requirements
• Respond to customer needs and proactively identify potential customer concerns to ensure client satisfaction and retention
• Prepare, analyze and present reporting to both clients and internal partners
• Ability to work in fast-paced, high email volume environment with seasonal fluctuations in workload

Skills

Executive presence

Client relationship management

Consultative selling

Project management

Communication skills

Advanced Excel

Travel readiness

Education

Bachelor’s degree

Tools

Excel

PowerPoint

Word

Pega

JIRA

Salesforce

SmartSheet

Confluence

Job description

Description

The Business
Benefits Delivery & Administration

Individual Marketplace Service Line
Via Benefits individual marketplace offers more than a traditional group health plan or group Medicare Advantage plan. For employers and plan sponsors the individual marketplace helps with cost trends and utilization spikes, liability reduction and reduced administrative burden. Our Via Benefits individual marketplace has helped millions of people find and enroll in individual health insurance coverage. Via Benefits, our fully owned and integrated solution, ensures the individual health insurance process is seamless and worry-free for employers, employees, and retirees.

The Role
Senior-level client service manager position within WTW’s Via Benefits client management team providing strategic relationship management and consultative services to clients.The client service manager will work within the Individual Marketplace service line and will serve as the account manager for clients of Via Benefits retiree services and programs. The key areas of this role include development and ongoing management of strong productive relationships with executive level client contacts. The ideal candidate will understand Via Benefits business model and internal operations or experience within the medical insurance or benefits administration industry. This role will require a client-centric mindset and be willing to rapidly learn to develop a consultative approach that can effectively partner with a variety of internal Willis Towers Watson associates including consultants, actuaries, and other client-facing associates to ensure client satisfaction. The client service manager must be a subject matter expert in Medicare, Health Reimbursement Arrangements and the internal processes related to our business.This is a remote position but must be within reasonable distance to a local Willis Towers Watson office and major airport; locations near Salt Lake City, Utah and Dallas, Texas are preferred.

Responsibility

• Retaining, growing, and managing large account portfolios, working with client management team

• Building credibility and maintaining trust by developing and implementing new solutions as the subject matter expert

• Demonstrating a consultative client approach, with an ability to recognize what actions will demonstrate strong partnership to the client base, by developing a deep understanding of the client’s needs and business issues to incorporate into wider solutions

• Consult on service, communications, and funding strategies to various levels of client management, including senior level human resources and C-suite representatives

• Commitment to rapidly become highly functional in Excel in order to prepare, analyze and present operational and financial data effectively to clients and consultants

• Analyze and interpret statistical reports and all other available benefits data directly or through internal or external partners

• Work closely with supporting areas to oversee administration, ensuring service delivery meets contract requirements

• Respond to customer needs and proactively identify potential customer concerns to ensure client satisfaction and retention

• Prepare, analyze and present reporting to both clients and internal partners

• Ability to work in fast-paced, high email volume environment with seasonal fluctuations in workload

Qualifications

Requirements

• Bachelor’s degree preferred.

• 10+ years of insurance industry experience related to servicing accounts

• 10+ years’ experience successful managing an employer/client book of business

• Must have experience within healthcare benefits administration or medical insurance industry that has provided you knowledge of medical insurance and/or Medicare insurance products (Medicare industry knowledge is a huge plus)

• Must have a strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn

• Ability to build, maintain and manage multiple client relationships and projects at the most senior levels within client organizations and ensure quality deliverables.

• Ability to influence key stakeholders (internal and external) via formal and informal channels

• High level of business acumen

• Ability to coordinate teams across WTW segments

• Team-oriented and collaborative

• Availability to travel on an as needed basis

• Executive presence with polished and well developed oral and written communication skills

• Demonstrated ability to deliver strong presentation skills

• Microsoft office competency required (PowerPoint, Word and strong Excel skills a must)

• Experience with call center operations is a plus

• Experience with Pega, JIRA, Salesforce, SmartSheet, Confluence a plus

• State life and health license a plus but not required

• CEBS, GBA, PHR, CLUE or equivalent a plus but not required

• Funding concepts experience a plus

• Understanding of the regulatory environment of employee benefits plans

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that base salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation.

Compensation

The base salary compensation range being offered for this role is $85,000-$105,000 USD per year.

This role is also eligible for an annual short-term incentive bonus

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare: Mental health/emotional wellbeing (including EmployeeAssistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identity theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance, and other work/life resources.

• Leave Benefits:Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
• Retirement Benefits:Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

Note that visa 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 sufficient/appropriate candidate slate has been identified.

EOE, including disability/vets