Global Standards Support Specialist

The Role

Independent Client First (ICF) Process Support

• Identify accounts requiring ICF reviews in collaboration with client teams and leadership.
• Log client interviews within the CRM system ensuring accurate data capture
• Upload and maintain ICF documentation (notes feedback action items) in compliance with global standards.
• Monitor timelines and follow up with stakeholders to ensure completion of ICF activities.
• Track process adherence and report on ICF engagement rates and insights.

Net Performance Score (NPS) Program Execution

• Maintain and update the NPS contact list in coordination with business leads client leads and sales operations teams.
• Monitor and escalate alerts for detractor scores or urgent feedback to the appropriate teams.
• Monitor promotor scores to identify contacts who could be potential references for WTW.
• Assist with NPS communications to businesses including reminders acknowledgments and follow-up queries.

Account Planning Support

• Support account planning meetings by uploading notes and account planning goals into the CRM system
• Compile and summarize key takeaways from account planning meetings for business leaders.
• Ensure all data is accurate relevant and formatted for easy consumption by client teams.

Client at Risk Tracking

• Monitor ongoing risk mitigation efforts across at-risk clients and ensure actions are progressing as planned.
• Send reminder (chaser) emails to responsible stakeholders to follow up on overdue mitigation steps.
• Utilize risk tracking logs and dashboards for visibility and alignment.
• Prepare and distribute regular reports highlighting risk status mitigation progress and escalation needs.

Other Client Management Activities

• Coordinate preparation of research packs to support business development drawing on information prepared by the WTW client research team and available in the CRM system etc
• Prepare draft meeting materials for regular client relationship management meetings between client leads and client contacts using standard templates and information available in the CRM system and other data sources.

Data and Process Management

• Support data entry validation and maintenance in tools like the CRM system Excel and Power BI.
• Ensure compliance with global process standards and data governance policies.
• Assist in continuous improvement initiatives by identifying inefficiencies or automation opportunities.
• Maintain standard operating procedures (SOPs) templates and process documentation.
• Prepare regular reports to management

Stakeholder Collaboration and Communication

• Provide timely updates and reports to leadership and client teams.
• Support internal training or onboarding sessions related to ICF NPS or Account Planning tools and processes.

The Requirement

Education & Experience:

• Bachelors degree in Business Administration Marketing Communications or a related field.
• 3 years of experience in client support program coordination business operations or related roles.
• Experience working in a global or matrixed environment is preferred.

Skills & Competencies:

• Strong attention to detail organization and time management skills.
• Proficient in Microsoft Office Suite (especially Excel PowerPoint) and CRM systems.
• Familiarity with survey tools and reporting platforms (e.g. Power BI Tableau) is a plus.
• Excellent written and verbal communication skills.
• Ability to handle sensitive information with discretion and confidentiality.
• Proactive solutions-oriented mindset with a commitment to process improvement.
• May require collaboration across multiple time zones; flexibility in working hours may be expected.
• Ability to manage multiple projects and deadlines simultaneously.

Working Conditions:

• Flexibility in a hybrid set-up with work shift varying between European and American time zones depending on assignments
• Role may involve working with teams across different time zones
• Occasional meetings with senior stakeholders and business leaders to present data findings or updates.

WTW is an equal opportunity employer.