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Willis Towers Watson

Director, Client Service Operations

The Director, Client Service Operations is responsible for driving alignment and consistency of local Service Operations through:


  • Partnership with CRB Leadership (i.e., Regional Operating Officer, Principal Director of Client Service Operations, Market Leader, Broking Leadership, etc.)
  • Collaboration with Regional Service Operations Leadership Team
  • Strategic planning and tactical execution
  • Lead and mentor service team to deliver client service excellence


The Role

Through collaboration and leadership, Directors of Client Service Operations are responsible for:


Client Service Operations

  • Provide ongoing development of a consistent service platform that supports Sales/Service/Broking teams while promoting CRB’s financial goals and the Willis Towers Watson Values.
  • Oversee delivery of insurance brokerage services to ensure that they meet or exceed quality standards for the insurance brokerage industry in terms of speed, accuracy, and technical content – ultimately driving client retention.
  • Regularly visits with clients and acts as an Advocate Partner when necessary.
  • Provide CRB Leadership with strategy and support including yet not limited to
    • Annual business planning
    • Organizational structure and staffing
    • Delivery of Client Advocacy reports and Client Service plans
    • Review NPS results and client interviews to identify improved client service opportunities
    • Actively drive implementation of the WTW Standard Operating Procedures across the market.
    • Ensure that WEM is fully adhered to and monitored
    • Coordinate with RCO for quarterly review of SAFR and implementation of action plans.
    • Ensure that office implements and maintains necessary actions to remain legal and regulatory compliance and prevent errors and omissions.
  • Act as liaison to Service Centers
    • Ensure effective use of service centers
    • Serve as point of escalation to assist in resolving internal and client issues
  • Partner with Broking leadership to provide ongoing operations support and build team collaboration
  • Participate in Client Facing responsibilities as requested CRB Leadership



Revenue, Expense, and Cash Flow Management

  • Lead operational aspects of:
    • Month End Billing Process
    • Expense controls and approvals
    • Aged Receivables
    • Monthly/Quarterly Forecasting


Colleague Management

  • Recruit, hire, lead, mentor, counsel, and if necessary, terminate service colleagues
  • Identify subject matter experts, business champions, and future leadership potential
  • Partner with CRB leadership to identify and drive Role Clarity throughout Service Operations
  • Collaborate with HR, L&D, FOS, and RCO to ensure all new colleagues are appropriately onboarded and oriented to Willis Towers Watson.



The Requirements

  • Minimum of 7 years insurance industry experience and/or 5 years operational leadership experience.
  • BA/BS Degree in insurance, finance or related field a plus.
  • Advanced designations such as CIC, CPCU, ARM desirable.
  • Excellent communication skills, both verbal and written.
  • Leadership skills
  • Ability to read, understand, and process tasks by written and oral instructions
  • Ability to use software systems, including advanced Excel and proprietary Willis systems.
  • Independently carry out assignments
  • Ability to work well with others and lead teams, provide assistance cooperatively and courteously


What we can offer you

• Professional and technical growth opportunities

• Competitive salary and benefits package including generous parental leave

• Diverse and inclusive work environment that encourages new ideas and personal growth

• Short feedback loop: Immediately visible impact from your contributions

• A strong team empowered to make decisions and changes


Equal opportunity Employer

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