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Willis Towers Watson

Director of Operations Property & Casualty/Brokerage

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

Employment-based non-immigration visa sponsorship and/or assistance is not offered for this specific job opportunity

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
          o    Annual business planning
          o    Organizational structure and staffing
          o    Delivery of Client Advocacy reports and Client Service plans
          o    Review NPS results and client interviews to identify improved client service opportunities
    Ensure compliance with WTW corporate and regulatory standards including:
          o    Actively drive implementation of the WTW Standard Operating Procedures across the market.
          o    Ensure that WEM is fully adhered to and monitored
          o    Coordinate with RCO for quarterly review of SAFR and implementation of action plans.
          o    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
           o    Ensure effective use of service centers 
           o    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:
          o    Month End Billing Process
          o    Expense controls and approvals
          o    Aged Receivables
          o    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

EOE, including disability/vets

Apply Now

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