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Willis Towers Watson Client Service Manager in Irving, Texas

The Benefits Delivery and Administration combines our leading benefits and accounts administration and marketplace offerings for employers and retirement plan sponsors of all sizes. The changing benefits landscape in the U.S. continues to create new challenges and opportunities for the organizations that provide benefits to nearly 160 million Americans. Our suite of innovative, holistic, best-in-class solutions give them new, more flexible ways to deliver benefits that match their organizational objectives, and enhance their ability to attract, engage, and retain top talent. The Individual Marketplace is one of four service lines within the Benefits Delivery & Administrative segment which focuses on providing solutions for Medicare-eligible and early retirees.

The Role

Senior-level position within Willis Towers Watson, providing strategic relationship management and consultative services to clients. The Senior Associate will work within the Individual Marketplace service line and will serve as the account manager for high profile/complex clients of Willis Towers Watson’s retiree services and programs. The key areas of this role include development and ongoing management of strong productive relationships with executive level client contacts. The ideal candidate will have experience within the medical insurance or benefits administration industry. This role will require a business-oriented leader who recognizes changing market dynamics and can effectively partner with a variety of internal Willis Towers Watson associates including consultants, actuaries, and other client-facing associates to ensure client satisfaction. The Senior Associate must be a subject matter expert in Medicare, Health Reimbursement Arrangements and the internal processes related to our business. This is a remote position, but must be within reasonable distance to a local Willis Towers Watson office and major airport.

  • Retaining, growing and managing large account portfolios, working with service delivery teams

  • Building credibility and maintaining trust by developing and implementing new solutions as the subject matter expert

  • Demonstrating a consultative client approach, with an ability to recognize what actions will demonstrate strong partnership to the client base, by developing a deep understanding of the client’s needs and business issues to incorporate into wider solutions

  • Consult on service, communication and funding strategies to various levels of client management, including senior level human resources and C-suite representatives

  • Prepare, analyze and present operational and financial data effectively to clients and consultants

  • Analyze and interpret statistical reports and all other available benefits data directly or through internal or external partners

  • Work closely with supporting areas to oversee administration, ensuring service delivery meets contract requirements

  • Respond to customer needs and proactively identify potential customer concerns to ensure client satisfaction and retention

  • Prepare, analyze and present reporting to both clients and internal partners

  • Ability to work in fast-paced, high email volume environment with seasonal fluctuations in workload

The Requirements

  • Bachelor’s degree required

  • 10+ years of insurance industry experience related to servicing accounts

  • 10+ years’ experience successful managing an employer/client book of business

  • Must have experience within the healthcare benefits administration or medical insurance industry that has provided you knowledge of medical insurance and/or Medicare insurance products (Medicare industry knowledge is a huge plus)

  • Must have a strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn

  • Ability to build, maintain and manage multiple client relationships and projects at the most senior levels within client organizations and ensure quality deliverables.

  • Ability to influence key stakeholders (internal and external) via formal and informal channels

  • High level of business acumen

  • Ability to coordinate teams across WTW segments

  • Team-oriented and collaborative

  • Availability to travel on an as needed basis

  • Executive presence with polished and well developed oral and written communication skills

  • Demonstrated ability to deliver strong presentation skills

  • Microsoft office competency required (PowerPoint and Excel a must)

  • Experience with call center operations is a plus

  • Experience with JIRA, Salesforce, Smartsheet, Confluence a plus

  • State life and health license a plus

  • CEBS, GBA, PHR, CLUE or equivalent a plus

  • Funding concepts experience a plus

  • Regulatory environment of employee benefits plans

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