Health & Benefits Small Business Unit (SBU) Client Service Team (CST) Senior Associate

As a CST Lead in H&B Canadas Small Business Unit you will have overall responsibility for managing a book of business specific to small business clients. You may also play a supporting role in other market segments core H&B projects (i.e. midmarket large). As a CST Lead you will exhibit effective and efficient project management and client relationship skills ensuring client satisfaction and account profitability.

The Role

• Supports new business expansion and crossselling activities including scoping contracting and onboarding of new clients with the support of the SBU Team Lead.
• Manages a book of business and the client relationship.
• Develops an understanding of the local and global (if applicable) client needs to ensure proactive project management scheduling of key interactions and timing of deliverables to manage inscope deliverables ensuring the SOW is followed.
• Actively and constantly seeks advice from peer colleagues and the SBU Team Lead to grow your skillsets and knowledge to enable thoughtful accurate quality deliverables to clients.
• Ensures client deliverables are technically sound and accurate and that proper insights have been developed before delivering to the client.
• Leads the entire carrier/vendor bid procurement negotiation award implementation process.
• Participates in implementations scope and budget permitting and to the extent that WTW support would add value.
• Exhibits advanced knowledge and application of the H&B excellence model; conducts excellence reviews on work completed by the global delivery centers (GDCs) and junior SBU colleagues if/when required.
• Addresses more complex client questions on a variety of H&B topics and escalates to SBU Team Lead or other more senior colleagues as required.
• Creates and manages detailed project plans budget and/or efficiency and timelines
• Coordinates and leads client/GDC/carrier meetings takes notes and prepares action items/next steps.
• Keeps project data uptodate and accurate in H&B Canadas various databases
• Keeps projects inscope and on budget ensures regular financial management of commissions and invoicing.
• Applies knowledge of benefit programs underwriting/funding arrangements NEMs H&B products and services carrier landscape nuances by carrier provincial requirements and considerations. Stays updated on compliances changes that may affect clients.
• Develops working proficiency of WTW standard tools templates follows processes specific to the SBU and our ways of working.
• Provides clear direction and support leveraging the GDCs to their fullest extent to ensure accurate execution of specific tasks that contribute to client projects. Completes Quality Feedback forms by the due dates so that feedback can be shared/applied.
• Works with the carriers on deliverables (renewal experience reporting change in carrier service issues).
• Delivers renewals Periodic Experience Reports and/or RFP results to clients.
• Builds strong relationships and collaborates effectively.

• 7 years experience ideally gained in a benefit consulting / brokerage firm or underwriting
• Proven ability to manage multiple deliverables simultaneously and produce quality deliverables on time and within budget
• Strong knowledge of benefit program products & services underwriting and funding concepts particularly in the small business segment.
• Experience with renewal pricing analysis negotiations RFP process and analysis
• Carrier management experience such as providing support resolving claims and administrative issues ability to compare carrier/carrier products services review of booklets and contracts
• Analytical thinker who can develop insights to draw conclusions
• A desire and ability to support the client team in expanding relationships with clients
• Proven ability to identify and resolve issues with limited information
• Polished and well developed written and verbal communication skills
• Selfstarter attitude curious with an ability to work independently and as part of a team
• Creative and integrative skills
• Ability to direct work of more junior colleagues and provide feedback coaching and mentoring
• Excellent Microsoft Office skills particularly in Excel and PowerPoint
• Life and Health license required within 180 days of joining
• Relevant experience and/or university degree

Note: Employmentbased nonimmigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Equal Opportunity Employer