Director- Client Service and Delivery
WTW · Salt Lake City
The Business
Benefits Delivery & Administration
Individual Marketplace Service Line
Via Benefits individual marketplace offers more than a traditional group health plan or group Medicare Advantage plan. For employers and plan sponsors the individual marketplace helps with cost trends and utilization spikes, liability reduction and reduced administrative burden. Our Via Benefits individual marketplace has helped millions of people find and enroll in individual health insurance coverage. Via Benefits, our fully owned and integrated solution, ensures the individual health insurance process is seamless and worry-free for employers, employees, and retirees.
The Role
Senior-level client service manager position within WTW’s Via Benefits client management team providing strategic relationship management and consultative services to clients. The client service manager will work within the Individual Marketplace service line and will serve as the account manager for clients of Via Benefits 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 understand Via Benefits business model and internal operations or experience within the medical insurance or benefits administration industry. This role will require a client-centric mindset and be willing to rapidly learn to develop a consultative approach that 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 client service manager 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; locations near Salt Lake City, Utah and Dallas, Texas are preferred.
Responsibility
Retaining, growing, and managing large account portfolios, working with client management team
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, communications, and funding strategies to various levels of client management, including senior level human resources and C-suite representatives
Commitment to rapidly become highly functional in Excel in order to 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