Director- Client Service and Delivery

WTW•Draper, UT

5d•$85,000 - $105,000•Remote

About The Position

This is a senior-level client service manager position within WTW’s Via Benefits client management team, providing strategic relationship management and consultative services to clients. The client service manager will work within the Individual Marketplace service line and will serve as the account manager for clients of Via Benefits retiree services and programs. The key areas of this role include development and ongoing management of strong productive relationships with executive level client contacts. The ideal candidate will understand Via Benefits business model and internal operations or experience within the medical insurance or benefits administration industry. This role will require a client-centric mindset and be willing to rapidly learn to develop a consultative approach that can effectively partner with a variety of internal Willis Towers Watson associates including consultants, actuaries, and other client-facing associates to ensure client satisfaction. The client service manager must be a subject matter expert in Medicare, Health Reimbursement Arrangements and the internal processes related to our business. This is a remote position but must be within reasonable distance to a local Willis Towers Watson office and major airport; locations near Salt Lake City, Utah and Dallas, Texas are preferred.

Requirements

Bachelor’s degree preferred.
10+ years of insurance industry experience related to servicing accounts
10+ years’ experience successful managing an employer/client book of business
Must have experience within healthcare benefits administration or medical insurance industry that has provided you knowledge of medical insurance and/or Medicare insurance products (Medicare industry knowledge is a huge plus)
Must have a strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn
Ability to build, maintain and manage multiple client relationships and projects at the most senior levels within client organizations and ensure quality deliverables.
Ability to influence key stakeholders (internal and external) via formal and informal channels
High level of business acumen
Ability to coordinate teams across WTW segments
Team-oriented and collaborative
Availability to travel on an as needed basis
Executive presence with polished and well developed oral and written communication skills
Demonstrated ability to deliver strong presentation skills
Microsoft office competency required (PowerPoint, Word and strong Excel skills a must)
Understanding of the regulatory environment of employee benefits plans

Nice To Haves

Experience with call center operations is a plus
Experience with Pega, JIRA, Salesforce, SmartSheet, Confluence a plus
State life and health license a plus but not required
CEBS, GBA, PHR, CLUE or equivalent a plus but not required
Funding concepts experience a plus

Responsibilities

Retaining, growing, and managing large account portfolios, working with client management team
Building credibility and maintaining trust by developing and implementing new solutions as the subject matter expert
Demonstrating a consultative client approach, with an ability to recognize what actions will demonstrate strong partnership to the client base, by developing a deep understanding of the client’s needs and business issues to incorporate into wider solutions
Consult on service, communications, and funding strategies to various levels of client management, including senior level human resources and C-suite representatives
Commitment to rapidly become highly functional in Excel in order to prepare, analyze and present operational and financial data effectively to clients and consultants
Analyze and interpret statistical reports and all other available benefits data directly or through internal or external partners
Work closely with supporting areas to oversee administration, ensuring service delivery meets contract requirements
Respond to customer needs and proactively identify potential customer concerns to ensure client satisfaction and retention
Prepare, analyze and present reporting to both clients and internal partners
Ability to work in fast-paced, high email volume environment with seasonal fluctuations in workload

Benefits

Mental health/emotional wellbeing (including Employee Assistance Program)
Medical (including prescription drug coverage and fertility benefits)
Dental
Vision
Health Savings Account
Commuter Accounts
Health Care and Dependent Care Flexible Spending Accounts
Company-paid life insurance
Supplemental life insurance
AD&D
Group accident
Group critical illness
Group legal
Identity theft protection
Wellbeing program
Adoption assistance
Surrogacy assistance
Auto/home insurance
Pet insurance
Other work/life resources
Paid Holidays
Annual Paid Time Off (includes paid 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
Contributory Pension Plan
Savings Plan (401k)
Deferred Compensation and Deferred Savings Plans (for Level 38 and more senior roles)