Associate Director - Client Service and Delivery

The Role:

Managing client and market interfaces for high profile private and commercial clients or contentious claims in order to protect the interests of our clients to aid in the attraction and retention of profitable business for the group and to enhance the WTW brand.

Geographic Scope of Role:

• The role will operate globally across the Cargo business but specializing in Europe/ROW geographies.

Conduct Risk:

• To put the interests of clients and the integrity of the market at the heart of the way you do business.

Revenue Responsibilities:

• Responsible for helping retain revenues in conjunction with the placement teams for those clients within your portfolio.

The Requirement

• Working with account managers and clients on the attraction and retention of profitable business.
• Working with account managers and clients with the aim of protecting the interests of the insured and assisting the client in achieving the best result.
• Taking the lead on large and/or complex claims acting as a liaison with the client as appropriate.
• Build constructive relationships with high profile / strategic value clients and associated underwriters third parties and service providers.
• Ensure that Claims Handlers/Executives are supported in the prompt resolution of market-related loss issues and queries.
• Ensure that Claims Handlers/Executives are supported in ensuring that all financial aspects (including but not limited to Cash QMS and Bureau debt) are managed and where possible pre-emptive action is taken at an appropriate level to avoid such issues occurring.
• Ensure Claims are uploaded by Claims marine onto EFC and managed via that process.
• Notify insurers / reinsurers on receipt of advice of claim.
• Negotiate claims settlements with underwriters and third parties based on market and client service proposition knowledge in order to minimize client loss (leading on contentious claims and with due regard to consequential loss).
• Work closely with production team: oversee the documentation of progress and maintain internal and external communications.
• Travel as required (losses or claims reviews).
• Ensure adherence to standardized Group policies and procedures including all WEM and other regulatory requirements.
• Acting as a Single Point of Contact (SPOC) on the larger accounts:
• Liaising with the claims advocates and handlers on all claims on the account in order to enhance reporting and information flow for account managers and the client.
• Collating claims data for the client and account managers.
• Participate in loss prevention and claims seminars as required.

At WTW we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organization. We embrace all types of diversity.

At WTW we trust you to know your work and the people tools and environment you need to be successful. The majority of our colleagues work in a hybrid style with a mix of remote in-person and in-office interactions dependent on the needs of the team role and clients. Our flexibility is rooted in trust and hybrid is not a one-size-fits-all solution.