Health & Benefits Client Service Team, Senior Director
WTW · Toronto
As a Client Service Team Senior Director, you will lead and grow a book of business consisting of WTW’s largest and most complex client relationships, with accountability for client satisfaction, retention, profitability and revenue growth. You will serve as a senior strategic advisor to clients, lead complex engagements, and play a key role in new business development and the cross-selling of WTW solutions.
The Role
- Serves as the strategic partner and trusted advisor to WTW’s largest and most complex clients, ensuring client satisfaction and expanding revenue across a book of business
- 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; oversees 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 complex client needs, expand relationships and generate new business
- Materially grows revenue by anticipating client needs, offering new solutions to current clients and effectively scoping and contracting client engagements; influences key client decisionmakers by soliciting perspectives and addressing stated needs
- Leads strategic new client pursuits by shaping solutions, influencing key stakeholders and responding to RFPs, where appropriate; responsible for generating and tracking new business opportunities
- Directly manages and/or mentors' colleagues to achieve objectives
- Represents WTW in the marketplace and enhances the firm’s brand through market-facing opportunities
- 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
- Demonstrates deep commercial understanding of H&B revenue drivers and leads effective engagement pricing, contracting and staffing strategies to support profitable growth