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Willis Towers Watson

Benefits Marketplace Canada (BMC) Operations Leader

Willis Towers Watson launched its Benefits Marketplace Canada (BMC) offering in 2018 "EUR" a fully outsourced benefit plan administration delivery solution for the multi-generational workforce. Tackling the perennial problem of providing the "EURoeright"EUR group benefits to meet the needs of individual employees without undue complexity, Benefits Marketplace gives employees the ability to shop for their benefits online in an easy-to-use format (mobile and web-based) with support for making coverage decisions.

The role of the Benefits Marketplace Canada (BMC) Operations Leader is to support the BMC Leader in overseeing the successful and efficient delivery of the BMC solution to our current and future clients as we continue to build and grow this business. The BMC Operations Leader will:
  • Provide oversight of the delivery of ongoing administration for our BMC clients
  • Be the second line of support to answer employee, client and internal questions and liaise with various internal and external stakeholders
  • Have accountability for the mentoring and quality provided by the BMC Implementation Project Manager and global team

The BMC Operations Leader also has solid knowledge and experience in Canadian outsourced employee benefit delivery and legislation, market awareness and involvement in new business activities.

The Role
Performance Objectives: 
Clients and Prospects
  • Ensure efficient, professional service is provided to meet all client/employee needs and to promote the Willis Towers Watson brand
  • Apply knowledge of business and systems - especially Benefits Marketplace - to ensure a seamless handover from the implementation phase to ongoing support of clients
  • Assume overall responsibility for overseeing day-to-day administration processes:
    • Liaise with admin team to resolve client data and employee issues promptly
    • Oversee tracking and management of inbound and outbound data files
    • Identify opportunities and develop tools to streamline operations and create efficiencies
  • Ensure that all performance standards are met
  • Update Line Manager on a regular basis (or as necessary) of current client issues, threats and opportunities
  • Identify areas where the service to clients and their employees could be improved and/or expanded
  • Ensure that Professional Excellence model is used consistently to ensure high quality of work
  • Manage documentation:
    • Organize and oversee filing of all BMC documentation
    • Create and keep current BMC standard document templates and materials to support ongoing administration (e.g., call centre knowledge base, admin guide, system emails)
  • Manage vendor inventory documents:
    • Build and maintain market awareness
  • Understand your role and how it interacts with the BMC, configuration, consulting, call centre and administration teams
  • Foster a collaborative working environment across the multi-disciplinary teams. Encourage teamwork by sharing knowledge, ideas and solutions and soliciting input and opinions from other subject matter experts
  • Coordinate with local and global teams to ensure successful, timely service delivery and problem resolution
  • Assist with, and ultimately lead, the recruitment and selection process, the career development review process and training of associates
  • Act as primary liaison for BMC to build network with other internal and external parties:
    • Oversee successful delivery by local and global teams providing BMC services
    • Collaborate with H&B consulting team and specialty practitioners
    • Increase awareness of BMC with other WTW LOBs and geographies
    • Engage with existing vendor partners and integrate new vendor partners

  • Develop standard protocols for project set-up, invoicing and collection:
  • Track payment of invoices
  • Ensure that service delivery is controlled and managed, identifying out of scope items and raising these to the BMC Leader
  • Support budget forecasting and revenue management:
    • Help develop annual BMC revenue projections and periodic updates

  • Be a "EUR~go to person"EURTM on technical matters and non-standard queries where required
  • Apply deep knowledge of Canadian employee benefits, data and interfaces (payroll, HR, benefit provider reporting), benefit systems, employee support services and outsourced administration operations
  • Collaborate with global technology team:
    • Monitor, track and test system developments/upgrades to assess impact on BMC clients
    • Coordinate with global technology team to raise and prioritize required enhancements to meet BMC needs

Business Development
  • Assist with the production of BMC proposals, track and manage sales pipeline
  • Participate in new business presentations as required
  • Identify opportunities for cross-selling other services to existing clients
  • Assist with preparation and delivery of training materials for BMC solution

The Requirements
  • 5 to 10 years of experience managing outsourced benefit delivery systems and ongoing administration processes in a client facing role:
    • Deep Canadian benefits, flex and legislative knowledge is a distinct advantage
    • Robust technical knowledge of Canadian benefit program administration requirements and experience working with multiple Canadian vendors
  • An executive presence with polished interpersonal skills and well-developed written and oral communication skills
  • Ability to collaborate with senior management and work across all levels of an organization
  • Passion for providing consistently great service to clients and employees
  • Strong business acumen, administration technical skills and familiarity with invoicing processes 
  • Experience in negotiation with large corporate clients and internal business leaders:
    • Self-motivated, works with minimal direction and manages multiple competing priorities
    • Strong problem solving skills
    • Strong team player, able to collaborate with global team members
    • Flexible and willing to work outside typical business hours when required to accommodate global time zones:
  • Experienced user of Microsoft Word, Excel and PowerPoint
  • Bi-lingual (English / French) is an advantage but not a prerequisite
  • Experience working with different countries and cultures is an advantage, but not required
  • Availability to travel on an as needed basis
  • Bachelor"EURTMs degree or post-secondary education required

The Company 

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 45,000 employees serving more than 140 countries and markets. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas "EUR" the dynamic formula that drives business performance. Together, we unlock potential. Learn more at

Equal Opportunity Employer:
Willis Towers Watson believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at Willis Towers Watson.

Unsolicited Contact:
Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.

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