Surety Client Service Lead: Growth & Ops

Willis Towers Watson; Phoenix (AZ); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health and Welfare Benefits

Paid Holidays & Time Off

Retirement Plan (401k)

Job summary

Willis Towers Watson is seeking a Client Service Lead in the United States (Phoenix area) to manage Client Service Specialists and deliver exceptional client service. You will lead by example, drive operational excellence, and foster accountability and innovation, with hybrid work options.

The role requires P&C licensing, 5–7 years in a Surety environment, strong leadership, and excellent communication. Experience with Epic and Tinubu is preferred.

Qualifications

• P&C licensed
• Minimum – 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, promoting performance, teamwork, and knowledge sharing.
• Conduct monthly team meetings focused on development and feedback.
• Communicate corporate directives and ensure adoption of processes and procedures
• Ensure professional handling of client programs including placement, capacity, rates, indemnity, and marketing.
• Recruit, interview, hire, train, and mentor new colleagues
• Oversee seamless account onboarding
• Engage internal resources & assist in resolution of client issues while focusing on areas of opportunity
• Maintain a client retention rate of 95% or higher.
• Meet all client deadlines and respond to inquiries within SLA (e.g., acknowledgment within 24 hours).
• Seamlessly transition new and reassigned accounts using standardized templates and trackers.
• Demonstrate urgency and initiative in resolving client issues and supporting Client Service Specialists
• Drive adoption of centralized processes and technology tools.
• Ensure compliance with WTW procedures to eliminate errors and omissions
• Maintain data integrity in client and WTW records
• Demonstrate ability to effectively communicate with internal and external clients/peers/sureties
• Support other Surety staff as needed
• Attend client meetings as required

Skills

Leadership

Communication

Team management

Organization

Continuous improvement

Tools

Epic

Tinubu

Job description

Willis Towers Watson is seeking a Client Service Lead in the United States (Phoenix area) to manage Client Service Specialists and deliver exceptional client service. You will lead by example, drive operational excellence, and foster accountability and innovation, with hybrid work options.

The role requires P&C licensing, 5–7 years in a Surety environment, strong leadership, and excellent communication. Experience with Epic and Tinubu is preferred.