Client Service and Delivery Manager

Via Benefits individual marketplace offers more than a traditional group health plan or group Medicare Advantage plan. For employers and plan sponsors the individual marketplace helps with cost trends and utilization spikes, liability reduction and reduced administrative burden. Our Via Benefits individual marketplace has helped millions of people find and enroll in individual health insurance coverage. Via Benefits, our fully owned and integrated solution, ensures the individual health insurance process is seamless and worry-free for employers, employees, and retirees. 

The Role

• Mid-level position within WTW’s Via Benefits client management team providing strategic relationship management and consultative services to clients. 
• The Client Service and Delivery 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 and Delivery 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.

Responsibility

• 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
  
   

•    Bachelor’s degree required
•    7+ years of insurance industry experience related to servicing accounts  
•    7+ 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)
•    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
•    Understanding of the regulatory environment of employee benefits plans

Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.  This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• 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: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.
 

EOE, including disability/vets