ACA Team Leader

WTW•Dallas, TX

1d•$100,000 - $125,000

About The Position

The Associate Client Advocacy (ACA) team leader will manage a group of 6-12 ACAs depending on size of region/specialty and will be responsible for various business operations to support client retention and growth. The team leader role within their region and specialties will utilize data and strategic initiatives to maximize ACA adoption and optimize client services. They will identify and address process bottlenecks, resolve individual issues, and coordinate with both Client Advocacy, including Producers and Broking, and Global Service Delivery teams to ensure seamless, high-quality client experience. This role also includes working closely with various teams across NA CRB to identify and manage training needs, Key Performance Indicators (KPIs) such as Adoption, Month End financial metrics RFIs, Quality, Regulatory Compliance, and other Operational Aspects to drive exceptional client service.

Requirements

Manage a group of 6-12 ACAs
Utilize data and strategic initiatives
Identify and address process bottlenecks
Resolve individual issues
Coordinate with Client Advocacy (Producers and Broking) and Global Service Delivery teams
Identify and manage training needs
Manage Key Performance Indicators (KPIs) such as Adoption, Month End financial metrics RFIs, Quality, Regulatory Compliance, and other Operational Aspects
Close Aged Receivables from clients
Support BDR efforts
Performance management of ACA
Escalate performance issues
Act as a process expert for escalations, questions and issues from ACAs
Provide support to assigned CS and ACA groups with critical escalations or activities
Assist and monitor Surplus Lines activities
Ensure ACAs respond and close out Surplus Lines activities timely
Enforce EPIC information integrity
Host re-occurring calls with ACAs (renewal status calls, team calls, one-on-ones)
Monitor team capacity
Ensure balance of workloads
Support colleague attrition and retention (5% or less)
Engage the team as a WTW Process SME
Coach colleagues to improve skills and knowledge through deskside support
Conduct Quality and Excellence reviews
Ensure compliance and legal objectives are met
Monitor adoption
Ensure work is handled correctly between ACA and CS roles
Engage with ACA and CS on highly transactional, complex, or profitable accounts and at-risk clients
Promote adoption and improvement of timely invoicing and month-end activities (Renewals and Outstanding Billings (ROB) and Accounts Receivables (AR))
Maintain timely ROB status and updates in real time

Responsibilities

Work closely with Client Advocates, Associate Client Advocates and other teams to close Aged Receivables from clients and support BDR efforts
Responsible for performance management of ACA, including escalating performance issues
Process expert for escalations, questions and issues from ACAs; providing support to assigned CS and ACA groups with critical escalations or activities
Assist and monitor Surplus Lines activities, ensuring ACAs respond and close out the activities timely to avoid late fees, fines and penalties
Enforce EPIC information integrity
Host re-occurring calls with ACAs: renewal status calls, team calls, one-on-ones
Monitor team capacity to ensure balance of workloads
Support colleague attrition and retention 5% or less
Engage the team as a WTW Process SME
Coach colleagues to improve their skills and knowledge through deskside support
Quality and Excellence reviews to ensure compliance and legal objectives are met, monitor adoption, and ensure that work is handled correctly between ACA and CS roles
Engage with ACA and CS on highly transactional, complex, or profitable accounts and at-risk clients when needed
Promote adoption and improvement of timely invoicing and month-end activities such as Renewals and Outstanding Billings (ROB) and Accounts Receivables (AR).
Work with team of ACAs to maintain timely ROB status and updates in real time