The Role
As a Lead Associate within the GBC Global Benefits Management (GBM) team, you will contribute as part of a team involved in several activities to support global and regional coordination of benefits for our global and regional clients while maintaining their benefits databases.
The ideal candidate has strong people and project management, business knowledge, critical problem solving and client interaction skills, detail oriented, technical expertise on systems and tools, innovative and highly flexible. Preferably, candidates have a background on global benefits and brokerage work.
The candidate will have the opportunity to:
• Enhance the technical knowledge of benefits plans around the world
• Understand and support help to effectively manage global and regional projects (deliverables,
communication, budget, resources, etc.)
• Enhance data, process, people and project management skills
• Provide valuable insights on the GBM operating model
Key Activities
• Implementation and Data Collection - coordinating the GBM technology setup and tracking the initial inventory of benefit policies
• Ongoing Data Inventory - staying on top of renewals in an ongoing basis, ensuring any troubleshooting issues are escalated and, ensuring information in the internal tools is complete and accurate
• Project Management - providing internal project management support, doing a high-level consistency review on any client deliverables and providing support in preparation of client meetings
• Pooling Support - collecting pooling data to update the internal tool and reporting
• Non-specific client support - providing support on other areas like trainings, ensuring best practices and budget management
• People Management – motivating, directing and coaching employees to optimize workplace productivity, ensure quality of service, boost performance and promote professional growth
• Technology Assistance – setting up tools and electronic repository for GBM project management
• Reports, Analytics and Governance – summarizing and organizing data from different sources and generation of dashboards as specified by stakeholders
• Process Training – conducting knowledge transfer to equip employees the required skills to perform the GBM role
• Quality Management – auditing employees output following a specific structure based on the defined checklist to ensure completeness and adherence to quality standards
• Operational Excellence – providing support on the identified process improvement opportunities and execution of the efficiency initiatives
Performance Objectives
These relate to the Willis Towers Watson scorecard and objectives for the role
Clients Focus
• Work with the client team and stakeholders to ensure that each task is completed on time and meets quality standards
• Respond to all requests and communications effectively and efficiently
• Follow and champion professional excellence standards and agreed processes to deliver high quality results based on Stakeholder requirements
• Monitors project progress, developing solutions for overcoming obstacles
• Manages own time and others’ effectively, meets deadlines, delegates work and assists in training associates, recognizes when deadlines may be at risk and keeps others informed
Operational Excellence and Innovation
• Apply and ensure others follow practice specific technology and provide high quality services to internal and external Willis Towers Watson clients
• Increase efficiency within client teams by identifying client´s objectives and ways to improve processes
• Perform and review data and processing work using agreed upon tools, standards and techniques, including self-checking work and following review processes
• Significant attention to detail
• Provide input on product, process improvements and professional excellence standards
• Demonstrates knowledge on the suite of Willis Towers Watson’s tools and MS Office
• Understands how to efficiently find and use data, Willis Towers Watson’s tools, and resources, as well as client-specific information
People
• Build relationships internally and collaborate effectively on teams both in the office and virtually across regions
• Work in an effective way with colleagues in other Willis Towers Watson offices
• Further progress on own skills and help others develop skills such as project management, communication skills and other developmental areas
• Perform the role of a People Manager and technical coach to junior colleagues
• Offer assistance and accept help from others to achieve a common goal and build relationships
• Encourage integration of differences in a group and recognize the contribution of others through thoughtful and constructive feedback
Financial/Business KPIs
• Meet own and team’s productivity goals
• Maintain accurate time records
• Contribute to meet the KPI for each client
• Efficient time management to help the business meet its financial targets
• Successful implementation of Excellence quality programme for GDC GBM and improve overall delivery of Internal Operations Team
The Requirements
• Bachelor’s degree required, preferably in a program with heavy emphasis on business or equivalent in a relevant discipline
• Experience of managing a team in the prior role
• 3+ years of significant work experience in a project management/client service role, previous
benefits or insurance experience on a shared services operation is a plus
• Communicator; displays strong oral, written and presentation skills in English
• Proficiency in English required, proficiency in one additional language preferred
• Advanced proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams)
• Demonstrate business acumen and awareness of bigger picture in business
• Strong client service orientation
• Collaboration with global and regional teams, including taking accountability for quality and on time delivery of own work and involving other team members when appropriate
• Methodical and structured approach, especially with problem solving and, analytical thinking
• Continuous improvement mindset - Increasing task efficiency and effectiveness with each product
or service repetition
• Working within tight deadlines; balancing time across multiple simultaneous projects that may involve different procedures and project team members
• Can lead small teams or guide individuals towards a common goal
WTW is an Equal Opportunity Employer
