Senior Analyst - Client Relationship Management

About WTW

WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, WTW has 49,000+ employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at https://www.wtwco.com/enus. 

 

Role Overview

The role is responsible for providing high-quality operational and backend support to Account Handlers, Client Managers and broking teams across commercial lines of insurance. The position will have a strong focus on revenue booking, placement documentation, insurer receivables, claims coordination and broking operations, ensuring that business placed by WTW is accurately documented, booked, reconciled and administered within agreed timelines.

The role requires close coordination with internal broking, finance and claims teams, as well as external insurance companies, underwriters and other stakeholders. The individual will be expected to maintain strong process discipline, attention to detail and ownership of assigned activities.

 

Key Responsibilities

 

1. Revenue Booking & Placement Documentation

• Support Account Handlers, Client Managers and broking teams with revenue booking for commercial insurance

business, including Property / Fire, Marine, Project Insurance, Liability, Business Interruption and other Commercial

Lines.

• Process Revenue Booking Forms based on the agreed placement, brokerage structure, insurer allocation and

commercial terms agreed between insurers, underwriters, Account Handlers and Client Managers.

• Validate revenue booking information against placement documentation, including quotations, slips, insurer

confirmations, policies, endorsements and other relevant supporting documents.

• Prepare and maintain an Excellence Review File containing complete supporting documentation evidencing the

placement and revenue booked.

• Ensure documentation is complete, accurate, appropriately indexed and readily available for internal review and audit

requirements.

• Submit completed revenue booking documentation to the Finance team within agreed timelines.

• Work closely with Finance to identify and resolve discrepancies between booked, unbooked and expected revenue.

• Support monthly revenue reconciliation exercises and follow up with relevant stakeholders to close outstanding items.

• Maintain trackers for revenue booking, documentation status, exceptions and pending actions.

• Escalate material discrepancies, delays or documentation gaps to the relevant Account Handler / Client Manager.

 

2. Insurer Commission & Receivables Coordination

• Coordinate with insurance companies on outstanding brokerage and commission receivables.

• Obtain and maintain insurer-wise statements and supporting information relating to outstanding receivables.

• Liaise with insurer finance / accounts teams to understand the status of pending commission payments.

• Follow up systematically on overdue receivables and support the Finance team in reducing outstanding Turnaround

Time (TAT).

• Reconcile insurer statements with WTW records and highlight discrepancies for resolution.

• Maintain accurate receivables trackers and provide periodic status updates to internal stakeholders.

• Escalate long-outstanding or disputed receivables to Account Handlers, Client Managers and relevant management

teams.

• Support initiatives aimed at improving cash conversion, receivable ageing and overall revenue realization.

 

3. Claims Coordination

• Act as a claims coordination interface between Account Handlers, Client Managers, internal Claims teams and

insurance companies.

• Coordinate submission of claim notifications and required supporting documentation to insurers.

• Maintain claim-wise documentation and ensure that all required information is submitted within agreed timelines.

• Follow up regularly with insurance companies, surveyors, loss adjusters and internal claims teams on outstanding

requirements and claim status.

• Maintain accurate claims pendency trackers and monitor ageing against agreed TATs.

• Proactively identify documentation gaps, delays and bottlenecks and coordinate with relevant stakeholders for

resolution.

• Support Account Handlers and Claims teams in obtaining outstanding information from clients and insurers.

• Ensure that claim-related action points are followed through to closure and appropriately documented.

• Escalate claims that are materially delayed or require management intervention.

 

4. Commercial Broking Operations & Shared Services Support

• Provide broader backend support to commercial broking teams across the insurance lifecycle, from placement through

policy issuance, revenue booking, endorsements, receivables and claims coordination.

• Support preparation, maintenance and quality checking of broking documentation and internal records.

• Assist with policy, endorsement and placement documentation management.

• Maintain trackers, MIS reports and operational dashboards as required by broking and management teams.

• Support internal audits, compliance reviews, quality assurance exercises and documentation checks.

• Ensure adherence to WTW internal processes, controls, governance standards and operating procedures.

• Support data management, document management and other administrative processes associated with commercial

insurance broking.

• Contribute to process improvement initiatives designed to improve efficiency, accuracy, turnaround times and

stakeholder experience.

• Undertake other operational and shared-services activities reasonably associated with the effective administration of

commercial insurance business.

• Any other responsibilities allocated by company basis business requirements.

 

Key Stakeholders

Internal: Account Handlers • Client Managers • Broking / Placement Teams • Claims Teams • Finance & Accounts • Operations / Shared Services • Compliance & Quality Assurance

External: Insurance Companies • Underwriters • Insurer Finance / Accounts Teams • Surveyors / Loss Adjusters • Other insurance market stakeholders

 

Key Skills & Competencies

• Basic understanding of commercial insurance broking processes.

• Basic awareness of Property, Fire, Marine, Project and Liability insurance.

• Strong numerical and reconciliation skills with high attention to detail.

• Strong documentation and record-management skills.

• Ability to work with multiple stakeholders and manage concurrent activities.

• Strong follow-up and coordination skills, with the ability to work effectively against defined TATs and deadlines.

• Good written and verbal communication skills.

• Proficiency in Microsoft Excel, Word and PowerPoint.

• Ability to identify discrepancies and resolve operational issues independently.

• Strong ownership, accountability and process discipline.

• Ability to operate effectively in a shared-services / matrix organisation.

 

 

 

Qualifications & Experience

 

• Graduate degree in any discipline; qualifications in Insurance, Finance, Commerce or Business Administration would

be advantageous.

• 2–5 years of relevant experience in commercial insurance broking, insurance operations, insurer operations, shared

services, finance operations or a related environment.

• Experience in revenue booking, brokerage / commission reconciliation, claims coordination or commercial insurance

documentation would be advantage.

• Candidates with experience working with insurance brokers or commercial insurance companies will be advantage.

 

Performance Measures / Key Success Indicators

 

• Accuracy and timeliness of revenue booking.

• Completeness and quality of Excellence Review Files.

• Timely submission of revenue documentation to Finance.

• Reduction in booked versus unbooked revenue discrepancies.

• Reduction in outstanding insurer commission receivables and ageing.

• Claims documentation and follow-up completed within agreed TATs.

• Reduction in claims pendencies and ageing.

• Accuracy and completeness of operational trackers and MIS.

• Adherence to internal controls, governance and documentation standards.

• Responsiveness and service quality provided to Account Handlers and Client Managers.

 

Role Purpose in One Sentence

To provide disciplined, accurate and timely operational support across revenue booking, insurer receivables, claims coordination and commercial broking administration, enabling WTW’s broking teams to focus on client management, placement strategy and revenue generation. 

The Application Process

• Stage 1: Online application review

• Stage 2: Live video or in-person interview

• Stage 3: Offer & onboarding

 

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidatehelpdesk@wtwco.com