Health & Benefits Client Service Team, Director
WTW · Toronto
As a Client Service Team Director, you will lead and grow a book of business, ensuring overall client satisfaction and profitability. You are the day-to-day lead on mid-market and large clients, and work in close collaboration with senior colleagues to support the largest and most complex client engagements. You drive client strategy and grow relationships by combining your expertise with WTW’s specialists, solutions and broader capabilities. You have a strong track record of driving client retention, satisfaction and profitable growth, and actively pursue new business opportunities.
The Role
- Serves as a strategic partner and trusted advisor to mid-market and large clients in the design and management of their group benefits programs; supports senior colleagues in managing WTW’s largest and most complex clients
- Leads the client team and collaborates closely with technical resources and actuaries in the design and delivery of project plans, ensuring progress against established objectives, budgets, timelines, deliverables and quality standards; supports the finalization and delivery of client presentations in collaboration with client service and Centre of Excellence teams
- Proactively advises clients and ensures superior client service
- Demonstrates strong negotiation and relationship management skills to navigate difficult client and vendor conversations and optimize outcomes
- Engages WTW specialist resources and experts locally and globally to address client needs and generate new business
- Materially grows revenue by anticipating client needs, offering new solutions to current clients and effectively scoping and contracting client engagements
- Plays a lead role in new client pursuits by crafting solutions to meet prospect needs and responding to RFPs, where appropriate; responsible for generating and tracking new business opportunities
- Directly manages and/or mentors colleagues to achieve objectives
- Maintains market presence and enhances WTW’s brand in the marketplace
- Conducts final review of deliverables to ensure alignment with client objectives, use of optimal WTW recommendations, services and solutions, and adherence to WTW professional excellence standards
- Applies a strong understanding of H&B revenue drivers to develop effective engagement pricing, contracting and staffing models that support profitability