Client Service Manager

This is an excellent opportunity to join our WTW service delivery team as Client Service Manager.

Principal Duties/Responsibilities

• Act as an integral part of the WTW service delivery organisation, ensuring team’s delivery of operational services in line with service delivery, compliance standards and  budgets
• Lead and motivate the team in the end to end client service delivery, ensuring the highest possible levels of service through the ongoing management, training and coaching of colleagues to meet current and future requirements
• Plan, support and review the performance of the team, identifying development needs for both individuals and the team as a whole
• Monitor team performance against operational performance indicators and provide timely management information to assist decision making
• Work with the team to identify root causes of any service short comings and/or breaches in service delivery and the work to resolve and address these
• Ensure that standardised policies, procedures and service standards are understood and followed by the team so that all aspects of risk management, information security, legislation and regulation are managed effectively
• Support the overall operational governance and decision making process for BU and WTW GB
• Support management and the wider Company in the management of risks applicable to areas of employment

Experience / Requirements / Qualifications:

•  Preferably educated to A level or relevant industry experience
•  Preferably with professional qualification of ACll or working towards
 

Skills:
 

•  Excellent management and leadership skills, with a proven track record of delivering excellent levels of client service through a large scale, matrix operations
•  Strong communication, negotiation and influencing skills
•  Ability to be able lead and direct a team
•  High levels of business and financial acumen with an understanding of company strategy, operating environment and business objectives
•  Strong skills in problem solving, planning and budgeting
•  Ability to be able to deliver key company metrics and measures
•  Experience of maintaining control of and managing change
•  Intermediate level of data analysis and presentation skills

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.