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Ana Cristessa Nabuab

August 23, 2022/in Service Center, Service Center, Service Center Optional, Optional /by rumpamala

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#MyWTW: Returning To Work After A Career Break

Ana Cristessa H. Nabuab, Quality Assurance (QA) Analyst, shares her insight into joining WTW after a career break.

Tell us a little bit about you.

My name is Ana Cristessa H. Nabuab. My colleagues call me AC. I am a Quality Assurance (QA) Analyst for the Global Document Production Team, supporting Health and Benefits for North America based in Manila, Philippines. After almost seven years into my career break and being a full-time mom, I decided to get back into the working world. WTW welcomed me with open arms and made me feel as though there had been no gap at all. I joined WTW as a contingent worker in September 2021 and was converted to a full-time colleague in December of the same year.

What was it like to join WTW after a career break?

To return to work after a career break was quite overwhelming. I had a lot of excitement and anxiety: it was definitely a rollercoaster of emotions!

I was a full-time mom for almost seven years and deciding to return to the corporate world was a real leap of faith for me, especially with not knowing what to expect and my fear of rejection.

I spent a long time looking for the perfect role, but then I got a phone call from WTW that made my heart jump, and I was offered the job as a QA Analyst. I enjoyed my time being a contingent worker. However, being converted to a full-time colleague meant achieving another career milestone for me.

Since joining, WTW has supported me in many ways. As a result, I have regained my self-confidence, eliminating all the fears that I had when I stepped back in to work.

How did you feel welcomed and supported by your colleagues when you joined WTW?

My colleagues at WTW welcomed me warmly. I was given all the support that I needed as I onboarded, complete with all the things that I needed to know about the company and the job role. In addition to this, there were a series of programs provided that embedded WTW’s company values that really resonated with me, not only as a WTW colleague, but also as an individual. It made me feel assured that there were a lot of opportunities for growth and development and that this is a great company to work for.

What is your favorite part about working at WTW?

My favorite part about working at WTW is how we, as colleagues, collaborate and work as a team to accomplish tasks. It has also made me realize that some things are much easier to accomplish when working as a team. I was shy at first, full of apprehension about myself; but in our team I am encouraged to speak out, participate and step out of my comfort zone. Everyone is encouraged to share their input and insight for every project. Day after day, I am encouraged to overcome my fears and be the best I can be. When I joined WTW, I was only able to meet my team virtually, but it was really fun, and it was great to be given the opportunity to work with a very hands-on, productive approach to tasks. As times are changing, I look forward to continuing to work and develop as a team in real life.

Do you feel WTW has an inclusive and diverse working environment?

The mere fact that I was given the chance to restart my career without judgment and was welcomed with open arms despite my long employment gap (which can be an issue for some companies), really gave me a sense of belonging. It gave me confidence that here at WTW, I am respected and valued, regardless of my age, my gender, my roles outside of work, or where I come from.

At WTW our teams are very diverse, allowing us to familiarize ourselves with many different cultures and to connect with colleagues all around the globe; I do not see or feel any biases at all. Here at WTW, our presence is more defined by our potential, what we can do and what we can contribute. For me, our diversity is what makes WTW a great place to work.

In what ways have you seen WTW live up to its company values?

We may have different personalities and perspectives, but our WTW values guide us to reach our goals and deliver quality output for our clients. Through collaboration and teamwork, we inspire each other to bring out the best ideas for every project assigned to us. Our work is fuelled with respect because we are encouraged to share and listen proactively. We are also provided with opportunities for professional development for us to always strive and commit to excellence because we value our clients’ trust, more than anything.

What I appreciate the most about being a WTW colleague is that the company values the importance of work-life balance. I feel like I am able separate my personal time and work with great encouragement from my superiors. We always look out for each other. Because of this, it makes me proud to be a part of WTW.

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Laura Punzón

January 24, 2019/in Meet Our People /by aibel
MEET Laura Punzón

Team Leader

Team Companies, Transport and International

Segment Claims department

Location Madrid, Spain

Year hired 2015

University University Rey Juan Carlos, Business Sciences and Business Administration

Personal interests

Walking in the country, passing time with friends and traveling.

Can you describe your career progression within Willis Towers Watson?

I came into the company in 2015 as a claim handler on the Companies, Transport and International team. Two years later I became a team leader.

Can you tell us about the day-to-day responsibilities of your job?

I currently lead a team of seven people handling Company, Cargo, Commercial and International claims. My day-to-day duties consist of running the team, attending to their questions, overseeing the deadlines established for the revision of claims, supporting the team as needed, and addressing client feedback.

What are the key challenges of your role? How have you overcome them?

My biggest challenge has been to assume a managerial role and take on responsibility for the entire department. I continued working on my day-to-day tasks, but with a higher level of responsibility, and I also work to make my team feel supported.

What training and development opportunities have you received in your role?

I received support from my superiors. When one has a strong commitment to the company, development opportunities are possible.

What is your proudest achievement since joining Willis Towers Watson?

I’ve worked in the Business Support Claims department, which handles high-frequency claims with maximum productivity, since its inception. Working together, this team has improved claim handling and created a more efficient process for our clients.

How would you describe the culture at Willis Towers Watson?

The culture is dedicated to serving clients with proven solutions that can be targeted to their needs.

Was there anything that surprised you about your role or the company?

The warm attitude and transparency shown to all colleagues was a nice surprise, as this wasn’t what I had experienced in other multinational companies.

What is your hope for your career in the future?

I would like to continue growing personally and professionally with this great company, and help meet our business and strategy objectives while looking to increase value for our shareholders and clients.

Based on your experience, what advice would you give someone considering employment with Willis Towers Watson?

With hard work and patience, you can meet all the challenges that come your way.

MEET OUR PEOPLE

MEET OUR PEOPLE

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Nick Alexander

January 24, 2019/in Meet Our People Optional corporate site lead, enrollment operations, enrollment operations manager, individual marketplace, medicare plans to retirees, operations manager, performance management, plans to retirees, role, seasonal colleagues, senior enrollment, senior enrollment operations, senior enrollment operations manager, site lead, tempe arizona, towers watson, towers watson values, willis towers, willis towers watson, willis towers watson values /by aibel
MEET Nick Alexander

Senior Enrollment Operations Manager/Tempe Site Lead

(Director)

Nick Alexander

Team Individual Marketplace

Segment Benefits Delivery and Administration

Location Tempe, Arizona

Year hired 2010

University Brigham Young University, Business Management

Personal interests

My family — four kids and one on the way! I also enjoy golf and carpentry work, building furniture to use around the house. I also make commemorative videos for graduations and wedding receptions.

Can you describe your career progression within Willis Towers Watson?

I was hired as a seasonal benefit advisor, which is an agent licensed to sell Medicare plans to retirees of Willis Towers Watson client associations. Benefit advisors talk to participants nationwide to assist them in transitioning from group insurance to individual insurance through the Medicare marketplace. I then transitioned to a seasonal customer service representative, which is a customer support role for those enrolled through our Individual Marketplace, where I assisted participants with claim resolution, appeals and other account services. This led to my role as enrollment operations supervisor, where I led a team of 15 benefit advisors in selling Medicare plans to retirees of our client associations, and then to the position of enrollment operations manager of 10 to 12 benefit advisor teams. Now, as senior enrollment operations manager, I’m focused on new client transitions while managing multiple enrollment operations managers and their respective teams. I also serve in a dual capacity as a corporate site lead, focused on site-wide operations for our Tempe, Arizona, call center facility.

Can you tell us about the day-to-day responsibilities of your job?

In my role as senior enrollment operations manager, I manage transitions of new client employers who are moving their retiree populations from group to individual health care coverage. I’m responsible for meeting transition enrollment goals for all Medicare-eligible clients, daily check-ins with enrollment teams focused on the retiree experience, and successful plan enrollments, weekly reporting to segment leadership for enrollment progress and performance management of enrollment teams and agents.
In my role as corporate site lead, I oversee site-wide operations relative to performance management and employee engagement. I also host site tours for current and prospective clients visiting the center and oversee site-wide activities related to charitable events, safety, new-hire onboarding, and so on.

What are the key challenges of your role? How have you overcome them?

The biggest challenge in my role is the degree of staff turnover from year to year, as a large percentage of the staff are hired for seasonal positions to handle the influx of calls during enrollment periods. This requires constant retraining year over year to ensure we deliver a quality experience. We do our best to overcome this by maintaining simplified processes and having a focus on career development. The goal is to help these seasonal colleagues develop quickly enough to progress to other roles in the organization prior to their seasonal position ending.

What training and development opportunities have you received in your role?

I have had many opportunities to drive my own professional development at Willis Towers Watson. I’ve been responsible for creating the performance management system used for all operations roles within our Individual Marketplace for retiree benefits. This tool is used by operations supervisors and managers to track the daily, weekly and monthly performance objectives of colleagues. In the last two years, I also was the project lead for implementing semiannual performance reviews of seasonal colleagues not evaluated in our company-wide system. This gives all colleagues an opportunity to receive real-time feedback and coaching in addition to semiannual reviews, which include a broader summary of completed work and adherence to Willis Towers Watson values.

What is your proudest achievement since joining Willis Towers Watson?

I’ve been most proud of my role in helping to launch our new customer service facility in Tempe, Arizona. I was involved with building layout decisions, initial recruiting efforts, off-site training accommodations and establishing the culture of a completely new workforce. The Tempe site was also the first of its kind, having multiple lines of business within the same building. This required a lot of integration work, which is still ongoing. The site has now been operational for three years, with over 500 employees including seasonal colleagues.
Additionally, I was recently one of 100 employees who received a CEO Circle award. To qualify, I had to be nominated by at least two colleagues. Reviewers judge the recommendations based on how well the nominee lives the Willis Towers Watson values of client focus, teamwork, integrity, respect and excellence. Contributions are also evaluated based on value brought to the company upon project completions. Being recognized for the hard work you put into your daily work is humbling and motivating.

How would you describe the culture at Willis Towers Watson?

There is a client-first culture here where people at all levels are focused on constantly improving how we can better serve our clients. This includes the new agents who come on board to speak daily to retirees enrolled in our Individual Marketplace — to ease their burdens and concerns, and let them know we are the place they can turn to for help.

What do you like best about working at Willis Towers Watson?

I really enjoy meeting with prospective clients and talking to them about the experience we can provide for retirees transitioning from group to individual coverage through our Individual Marketplace. There is an emphasis on client choice; we make more options available for participants so they can find something that best matches their individual needs. There’s no bias in helping people enroll in plans, the focus truly is on finding the best fit for each person.

Was there anything that surprised you about your role or the company?

I am proud of the company’s focus on the client/retiree experience over revenue. There is a large emphasis on doing what’s right for the client and trusting that this focus will have a positive impact on revenue and growth in the long run.

What is your hope for your career in the future?

I would love to be more involved in strategy and sales. I feel like my knowledge base of the segment can be useful to help innovate and move the company forward, expanding into new markets and increasing our product offerings.

Based on your experience, what advice would you give someone considering employment with Willis Towers Watson?

This is a company where you can advance. Focus on learning your role quickly so you can progress and move into other positions within the company. Take what you learn from one role and learn how to make the next role even more impactful. The more impact you can have on the clients we serve, the more value and fulfilment you’ll be able to derive from your role.

MEET OUR PEOPLE

MEET OUR PEOPLE

Willis Towers Watson

At Willis Towers Watson, we believe in equal employment opportunities, and we are committed to developing a diverse workforce and creating an inclusive work environment where everyone is respected, valued and appreciated. We do not tolerate any form of unlawful discrimination, nor do we support any action or initiative that infringes upon any human right.

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