Head of Complex & International
WTW · Naerum
This is a Senior leadership role with full responsibility for the Complex & International segment, including P&L ownership, strategic development, and client delivery. The role includes direct client engagement and acting as a trusted advisor to large, complex international clients.
The Role
You will be responsible for the segment’s budget and P&L, including ongoing follow-up and reporting, and for developing the strategic platform in line with Willis’ local and international strategy. This includes product mix, concept development, competitive positioning, and strategic sales initiatives.
You will lead and develop the segment’s employees and leaders, ensure performance and well-being, and support business management on strategic and ad hoc matters. You are overall responsible for client retention, upselling, profitability, and ensuring delivery and adherence to service models, policies, and business procedures.
You will also be responsible for approval of strategic client deliveries, including placement strategy, design and placement of insurance programs, and advisory services.
Key Responsibilities
- Full responsibility for segment P&L, budget, and pipeline (aligned with sales targets)
- Development and execution of strategic initiatives, sales tools, and campaigns
- Leadership, development, and retention of employees and leaders
- Overall responsibility for client retention, upselling, and profitability
- Act as a trusted advisor for large and international clients
- Ensure delivery and adherence to service models, policies, and business procedures
- Approval of strategic client deliveries, including placement strategy and insurance programs
- Ensure coordination of client delivery, including use of risk information, tools, and assessments
Success Criteria
Clients
- Demonstrate strong client engagement through direct advisory on complex and international accounts
- Deliver sales and service in line with best practice and adopted concepts
- Ensure strong client relationships, satisfaction, and retention
- Maintain high quality and compliance standards
- Ongoing follow-up on client portfolio and pipeline (FOX/CRM)
- Optimize client profitability and ensure correct placement
Financial & Performance
- Deliver on segment P&L and sales targets
- Ensure sufficient and qualified pipeline
- Maintain profitability and address underperforming clients
- Ongoing KPI follow-up
Leadership & Collaboration
- Act as a performance catalyst and ensure use of tools, processes, and procedures
- Drive employee well-being, engagement, and development
- Build strong collaboration across teams and supporting functions
- Act in accordance with WTW values
Processes
- Develop and execute annual strategic plans
- Ensure compliance with Willis Excellence Model (WEM)
- Drive continuous improvement and alignment with Client Service and Operations