Description
The Role
Client Relationship Management
* Understand the clients’ business needs and look for solutions to deliver those needs through the provision of ongoing service. Investigating / trouble shooting and the ability to see queries through to resolution
* Understand, apply and where necessary explain the business unit policies and procedures
* Provide subject matter expertise where required
* Draw on expertise within the wider Business Unit and across the Group for clients as required
* Liaise with clients and build strong relationships
Business Development
* Actively support the Business Unit drive of the sales process and business area practice activity
* Action new business enquiries to ensure they have correct regulatory and compliance checks prior to the sales team placing the business.
Placement Management
* Work closely and maintain working relationships with key stakeholders
* SPOE (Second Pair of Eyes) checks and approving CEM documents before the Sales Team send to clients.
* Checking correct documentation has been received and issued and completing real time filing to pass audit checks.
* Ensure compliant processing within internal metric framework
* Ensure accurate loading of data within agreed time and quality standards
* Check policies and client documentation as appropriate in conjunction with colleagues in Mumbai
Operational and Service Delivery
* Deliver ‘Post Placement’ client service, adhering to standardized policies, procedures, and service standards by utilizing a range of system applications.
* Support the Business Unit in accurate budgeting, forecasting, and tracking of revenue
* Deliver high levels of client service in line with Marine standard operating procedures for client activity
* Communicate effectively with clients, associates, markets, and others where appropriate to maximize service delivery levels
* Manage KPIs/SLAs to ensure targets are met
* Ensure adherence to Group policies, procedures, and all regulatory requirements
Qualifications
The Requirements
* Skilled at building effective relationships, at all levels, with key stakeholders
* Proven track record of delivering high levels of client service
* Ability to represent the practice and Willis Towers Watson with integrity and credibility
* Good communication, negotiation, and interpersonal skills
* Able to prioritize, manage deadlines and work under pressure
* Attention to detail and can do attitude
* Ability to work both independently and as part of the wider team
* Experience of working with and adhering to processes and systems to support client service delivery
* Insurance experience preferable
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