Client Operations Specialist

WTW•Nashville, IL

6d•$80,000 - $100,000

About The Position

The Client Operations Specialist (COS) will support the North America Operations Team by helping ensure that operational processes, standards, key performance indicators (KPIs), and service level agreements (SLAs) are met and exceeded. This role will help maintain compliance with internal policies and regulatory requirements. In addition, they will provide support to the Head of National Projects & Operations Support, with various North America projects and initiatives. Key responsibilities include assisting with Account Receivable management to ensure proper financial alignment, providing support in month-end activities such as Left to Bill (LTB) and the accrual process. The COS will help drive strategic process improvements and technology enhancements across North America and serve as a subject matter expert for specific operational processes. Additional responsibilities will include assisting with strategic planning, coordinating internal workflows, ensuring adherence to compliance and regulatory standards, and supporting the broader operational objectives of WTW. Through cross-functional collaboration, this role contributes to improving operational efficiency, reinforce financial initiatives, and supporting the overall success of the organization. Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Requirements

Knowledge of WTW systems and processes is strongly preferred
Knowledge of commercial insurance renewal end-to-end process, steps, and owners
Relationship Management skills: ability to leverage internal and external relationships to bring WTW resources and assets tailored to client needs
Ability to drive conflict resolution
Business Acumen: knowledge of strategy, tactics, and solutions to get any issues resolved quickly
Intellectual curiosity to help develop innovative and creative solutions to meet client needs
Excellent verbal and written communication skills; group presentation skills; ability to drive complex/technical conversations
Receptive to feedback; critical thinking and problem-solving skills; high adaptability
Supports in advocating for change. Provides encouragement, takes control of team projects, leads key work areas, collaborates with others, and provides clear guidance to ensure others fulfill roles effectively
Strong project management skills: Support end-to-end oversight of large, complex, ambiguous, or multi-dimensional projects
Proficient Microsoft Office skills and familiarity with other relevant online tools
Must achieve and maintain insurance broker’s P&C license and complete various continuing education activities as needed
Insurance industry experience and knowledge preferred

Responsibilities

Work closely with leadership to drive reduction in overall Accounts Receivables/Bad Debt
Assist with tracking month/quarter end accruals and ensuring timely completion of the billing
Work closely with Head of National Projects and NA Leadership to identify opportunities for continuous improvement as it relates to billing, fees, surplus lines, RFIs, adoption metrics, SOPS, and system applications
Champion strategic change in processes and technology
Promote adoption and improvement of timely invoicing and month-end activities such as Left to Bill (LTB) and Accounts Receivables (AR)
Support leadership with management and dissemination of data and metrics

Benefits

Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
Retirement Benefits: Contributory Pension Plan and Savings Plan (401k)

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