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Willis Towers Watson Director of Operations Property & Casualty/Brokerage in Overland Park, Kansas

The Director, Client Service Operations is responsible for driving alignment and consistency of local Service Operations through:

 Partnership with CRB Leadership (i.e., Regional Operating Officer, Principal Director of Client Service Operations, Market Leader, Broking Leadership, etc.)

 Collaboration with Regional Service Operations Leadership Team

 Strategic planning and tactical execution

 Lead and mentor service team to deliver client service excellence

Employment-based non-immigration visa sponsorship and/or assistance is not offered for this specific job opportunity

The Role

Through collaboration and leadership, Directors of Client Service Operations are responsible for:

Client Service Operations

 Provide ongoing development of a consistent service platform that supports Sales/Service/Broking teams while promoting CRB’s financial goals and the Willis Towers Watson Values.

 Oversee delivery of insurance brokerage services to ensure that they meet or exceed quality standards for the insurance brokerage industry in terms of speed, accuracy, and technical content – ultimately driving client retention.

 Regularly visits with clients and acts as an Advocate Partner when necessary.

 Provide CRB Leadership with strategy and support including yet not limited to

o Annual business planning

o Organizational structure and staffing

o Delivery of Client Advocacy reports and Client Service plans

o Review NPS results and client interviews to identify improved client service opportunities

 Ensure compliance with WTW corporate and regulatory standards including:

o Actively drive implementation of the WTW Standard Operating Procedures across the market.

o Ensure that WEM is fully adhered to and monitored

o Coordinate with RCO for quarterly review of SAFR and implementation of action plans.

o Ensure that office implements and maintains necessary actions to remain legal and regulatory compliance and prevent errors and omissions.

 Act as liaison to Service Centers

o Ensure effective use of service centers

o Serve as point of escalation to assist in resolving internal and client issues

 Partner with Broking leadership to provide ongoing operations support and build team collaboration

 Participate in Client Facing responsibilities as requested CRB Leadership

Revenue, Expense, and Cash Flow Management

 Lead operational aspects of:

o Month End Billing Process

o Expense controls and approvals

o Aged Receivables

o Monthly/Quarterly Forecasting

Colleague Management

 Recruit, hire, lead, mentor, counsel, and if necessary, terminate service colleagues

 Identify subject matter experts, business champions, and future leadership potential

 Partner with CRB leadership to identify and drive Role Clarity throughout Service Operations

 Collaborate with HR, L&D, FOS, and RCO to ensure all new colleagues are appropriately onboarded and oriented to Willis Towers Watson.

The Requirements

• Minimum of 7 years insurance industry experience and/or 5 years operational leadership experience.

• BA/BS Degree in insurance, finance or related field a plus.

• Advanced designations such as CIC, CPCU, ARM desirable.

• Excellent communication skills, both verbal and written.

• Leadership skills

• Ability to read, understand, and process tasks by written and oral instructions

• Ability to use software systems, including advanced Excel and proprietary Willis systems.

• Independently carry out assignments

• Ability to work well with others and lead teams, provide assistance cooperatively and courteously

What we can offer you

• Professional and technical growth opportunities

• Competitive salary and benefits package including generous parental leave

• Diverse and inclusive work environment that encourages new ideas and personal growth

• Short feedback loop: Immediately visible impact from your contributions

• A strong team empowered to make decisions and changes

EOE, including disability/vets (https://cdn-static.findly.com/wp-content/uploads/sites/1240/2020/08/EEO-Policies-for-WTW-Careers-site-2020-1.pdf)