Senior Surety Client Services Lead

WTW; Knoxville (TN); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

Leave benefits

Retirement benefits

Job summary

WTW is seeking a Client Service Lead in a hybrid U.S. role to manage Client Service Specialists, drive operational excellence, and sustain high client retention. The position emphasizes leadership, process adoption, and proactive problem-solving across client programs.

The role requires P&C licensing and 5–7 years in a Surety environment, with strong communication and organizational skills. WTW offers a comprehensive benefits package and a flexible hybrid work model.

Qualifications

• P&C licensed.
• 5–7 years of relevant working experience in a Surety environment.
• Strong leadership and team management skills.
• Excellent communication and organization abilities.
• Commitment to continuous improvement and innovation.
• Experience in Epic & Tinubu preferred.

Responsibilities

• Lead and supervise team members to promote performance and knowledge sharing.
• Hold monthly development and feedback meetings.
• Communicate directives and ensure process adoption.
• Manage client programs including placement, capacity, rates, indemnity, and marketing.
• Recruit, interview, hire, train, and mentor new colleagues.
• Oversee account onboarding.
• Resolve client issues with internal resources while focusing on opportunities.
• Maintain client retention at 95%+.
• Meet client deadlines and respond within SLA.
• Transition accounts with templates and trackers.
• Drive adoption of centralized processes and technology.
• Ensure compliance with WTW procedures.
• Maintain data integrity in records.
• Communicate with internal/external clients/peers/sureties.
• Support other Surety staff as needed.
• Attend client meetings as required.

Skills

Leadership

Communication

Organization

Continuous improvement

Surety industry experience

Epic & Tinubu

Education

P&C licensed

Tools

Epic

Tinubu

Job description

WTW is seeking a Client Service Lead in a hybrid U.S. role to manage Client Service Specialists, drive operational excellence, and sustain high client retention. The position emphasizes leadership, process adoption, and proactive problem-solving across client programs.

The role requires P&C licensing and 5–7 years in a Surety environment, with strong communication and organizational skills. WTW offers a comprehensive benefits package and a flexible hybrid work model.