NA Construction Client Delivery Leader

WTW; Pittsburgh (Allegheny County); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

401(k) plan

Job summary

Willis Towers Watson is seeking a North America Construction Operations Lead to elevate client service delivery for the NA Construction book. You will lead the Associate Client Advocate team, ensuring high standards, adherence to licensing and compliance, and proactive escalation management.

You will partner with Client Advocates, Sales and Broking to retain and grow relationships, while aligning with Heads of NA Construction Operations to meet strategic priorities.

Qualifications

• Bachelor’s degree in business administration, risk management, insurance or a related field, or equivalent experience.
• Minimum of 10 years of commercial Property & Casualty insurance or brokerage experience, including at least 5 years in a client-facing account management or service leadership role; prior people-management experience required.
• Active P&C broker license required, or ability to obtain one within the required timeframe.

Responsibilities

• Lead, coach and develop the ACA team, including hiring, onboarding, goal setting, performance management, compensation recommendations and succession planning.
• Provide oversight of client-level service delivery, including renewal execution, service plans, policy checking, audits, certificates of insurance, invoicing, and surplus lines filings.
• Serve as the senior escalation point for client service issues, working with senior leaders to resolve matters quickly while protecting client relationships.
• Define, implement and monitor consistent service standards, workflows and quality controls across the ACA team, adapting to local market and client needs.
• Ensure legal, regulatory, licensing and compliance requirements are met on all client programs, and that ACAs maintain required licenses and continuing education.
• Establish and track KPIs for service delivery, client retention, renewal timeliness, E&O risk, colleague engagement; report results and trends.

Skills

People leadership

Client delivery

Escalation management

Service standards

Compliance

KPIs

Communication

Travel

Education

Bachelor’s degree in business administration, risk management, insurance or related field

Tools

WTW systems and tools

Job description

Willis Towers Watson is seeking a North America Construction Operations Lead to elevate client service delivery for the NA Construction book. You will lead the Associate Client Advocate team, ensuring high standards, adherence to licensing and compliance, and proactive escalation management.

You will partner with Client Advocates, Sales and Broking to retain and grow relationships, while aligning with Heads of NA Construction Operations to meet strategic priorities.