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Willis Towers Watson

Willis Re "EUR" Client Service Lead

To support the Willis Re COO with an overall view of financial management and reporting, compliance and governance control and all other aspects of the operational management of the overall Servicing unit working alongside the Operational Directors for each business unit. There is a strong focus on defining a Reinsurer Relationship strategy to create an externally focused team, which includes building upon current external initiatives to continue to promote Willis Re Service offering. In addition, through matrix management, mentor our Client Service Management community, along with direct management responsibilities for the central functions including Technical experts, TMS, Contracts, Claims Broking and Reinsurance relationship management.

Strategy and Growth
  • Forge and maintain close working relationships with the business leaders
  • Define a Reinsurer Relationship strategy to create an externally focused team
  • Build upon current external initiatives to continue to promote Willis Re Service offering
  • Stakeholder position in developing our MI requirements to meet Internal and External needs for Client Service Delivery
  • Review WFL regularly with respective COO"EURTMs for each Business Unit
Financial Oversight
  • Management and effective reporting of financial and Non-financial metrics to achieve Willis Re targets
  • Responsible for managing servicing P&L ensuring budgets and forecasts are met
  • Act as escalation point between Re Finance and the BU
  • T&E management, in particular secondments
Governance, Compliance and Control
  • Responsibility for ensuring all processes and procedures relating to WEM and regulatory matters and group policies are adhered to
  • Ensuring appropriate number of local approvers at all levels
  • Responsibility for the implementation and adherence to Willis Group compliance policy through liaison with QA Team and Group Compliance
  • Ensure Service teams have appropriate systems, processes and controls in place
  • Point contact for Group Internal Audit
Manager of People
  • Provide leadership, direction, advice and guidance to the service teams, maintaining high levels of integrity, motivation and morale, leading by example
  • Establish an environment that promotes respect for the individual employee and adheres to the policies and guidelines of the company
  • Manage the performance of direct reports, ensuring staff have clear pre-set objectives and get regular feedback on their performance, ensure performance appraisals are conducted in line with the firms"EURTM standards
  • Monitor direct reports performance and initiate remuneration reviews. Propose promotions for staff to WRe COO
  • Oversight of general fairness and consistencies on wider servicing HR matters
Operations, Service and IT
  • Provide support and assistant to the Client Service Managers in the day to day running of the service teams
  • Responsible for managing the central teams; technical experts, TMS, Contracts, claims broking and Reinsurer Relationship Manager, including oversight of sharing resources as necessary to resolve issues arising
  • Raise general servicing trends and issues with Willis Re COO
  • Engage and support deployment of Willis Re initiatives and on generic servicing matters
  • Ensure the completeness and integrity of system data in order to benefit from accurate data
  • Review current and future operational efficiency initiatives to ensure that teams work collectively in the most efficient manner
  • Identify, develop and maintain best practices in collaboration Client Service Managers and broader WRe and WTW stakeholders
  • Represent the BU or ensure a suitable delegate on all assigned forums related to servicing
Conduct Risk
  • To ensure that all Associates that he/she manages are adequately trained and competent to enable them to be successful in putting the interests of clients and the integrity of the market at the heart of the way they do business
Regulatory Requirements

  • Holds all regulatory licences, permissions and technical or other requirements applicable under UK legislation and FCA rules and guidelines
  • Good working knowledge of the regulatory environments of the key business unit jurisdictions, Associates are responsible for maintaining their professional qualification including ensuring that they complete sufficient and relevant continuous professional development

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