Benefit Administration Integration Leader

The Role

As an Integrated Lead, you will have responsibility for oversight, management and leadership of the following areas associated with your assigned client(s): 

• Client satisfaction and referenceability
• Advocate for your client and what you need directly with senior HWC leaders and WTW executives
• Lead integrated meetings with the client (i.e. quarterly business reviews) and internal, integrated team meetings

• Present a single face to client by coordinating various internal stakeholders, including internal education, material preparation and creation, and practice sessions

• Establish effective and cohesive team communication protocols and rules of engagement

• Mentor the service line leaders assigned to your client, as appropriate 

• Lead process re-engineering to maximize participant satisfaction while working within system and organizational constraints

• Ensure delivery of custom solutions and WTW commitments aligns with client expectations which may include driving innovative thinking and internal collaboration

• Contribute thought leadership to the overall development of our Outsourcing business and integration efforts

Clients

• Ensure that client meetings are effectively prepared for, delivered by the right colleagues and of value to the client
• Ensure the team is broadening and deepening relationships with the client as they relate to Outsourcing services
• Ensure that significant delivery issues have a service improvement plan, are communicated clearly to both the internal and external team and are successfully enacted by the team
• Collaborate with leaders across the service lines to ensure client satisfaction is achieved 
• Develop relationship with the LRM to ensure a referenceable client relationship across WTW
• Ensure team members develop relationships with colleagues in the consulting businesses to deliver informed administration
• Serve as an escalation point for clients and internal teams to address issues

Financials

• Support Service Line Leaders in controlling costs and managing financial measures including utilization, efficiency and profitability.  While accountability for financials resides at the business level, Integrated Leads must demonstrate awareness/understanding, support budget attainment/improvement and not be an obstacle to efficiency or billing for work appropriately.
• Ensure integrated, cohesive financial management including but not limited to out of scope, scope/contract management and invoices resulting in consistent or defendable rational across WTW
• Lead complex renewal strategy and negotiations; inspire clients to grow with WTW (i.e. ESS Next, global resourcing)
• Collaborate with the sales and marketing team and colleagues in consulting businesses to identify, develop and close integrated opportunities through smart connections
• Surface potential new revenue generating ideas  

People

• Develop cohesive and effective partnerships with the Health CDD, Pension PD, Individual Marketplace CSM, Benefits Accounts CSM and Embark CSM and applicable consulting team leads and Subject Matter Experts (such as COBRA, Direct Bill, Service Center, QDRO)
• Actively integrate and build resources into a high performing team
• Develop a culture of managing the full administration relationship and overall service delivery for a quality outcome
• Grow leaders and future Integrated Leads; actively mentor and sponsor colleagues
• Actively resolve team conflicts
• Support colleague engagement and recognition

Operational Excellence and Innovation

• Continuously look for ways to improve / streamline integration points
• Ensure that there is open communication and awareness of major activities across the teams by facilitating a culture that teams are solving client issues in an integrated manner and that cross functional items are not overlooked 
• Review service level agreements (SLAs) across the service lines. Be aware of SLA trends and issues, push functional teams to develop action plans to improve operational failures and celebrate success
• Partner effectively with Outsourcing Governance Leaders  
• Develop and expand own knowledge and experience of Outsourcing services and operations
• Contribute to the development of new tools, approaches and quality standards related to integrated service delivery and integrated client communication
• Maintain awareness of the client’s benefits strategy and planned program enhancements that may have administration implications; assure delivery considerations are identified early
• Surface potential service gaps to appropriate internal business stakeholders so they may be addressed and/or advanced as appropriate

• Significant experience and success in leading benefits and/or outsourcing engagements
• Track record of success in managing large client relationships and leading cross-functional teams
• Proven ability to contribute to revenue generation and retention
• Actively assemble and mentor resources into a high performing team
• Proven ability to recognize and diagnose issues, work in teams, and leverage the resources of other related practices to address client challenges
• An executive presence with polished and well developed written and oral communication skills
• Superior ability to influence and collaborate with senior management and work across all levels of an organization
• Interest and aptitude in keeping abreast of latest developments in benefits and outsourcing plan strategy and contributing to the development of new tools and approaches
• Ability to travel and work extended hours as needed
• An undergraduate degree is required; advanced degree preferred

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.

Compensation and Benefits
Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation
The base salary compensation range being offered for this role is $150,000 to $155,000 USD per year. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

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

• Health and Welfare: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identity theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance, and other work/life resources.
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid 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
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

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.

EEO, including disability/vets