Lead Associate - Client Service and Delivery

This role will require effectively partnering with a variety of internal Willis Towers Watson associates including consultants, actuaries, and other client-facing associates to ensure client satisfaction.  The Lead Associate must be a subject matter expert in Medicare, Qualified Health Plans, 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 in Texas or Utah and a major airport.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

• Building and maintaining trust by having project accountability for all implementation team members, deliverables, and serve as the solution subject matter expert (SME). 
• Provide project-related insight and advice as a SME to internal and external stakeholders, recommending industry best practices and impact of client decisions.
• Liaising with management and stakeholders on project details and deadlines.
• Communicating effectively and understanding the client’s needs, goals, and strategies, as well as translating those needs into initiatives and solutions within the core capabilities of the marketplace team. Understanding additional services that may need to be contracted to support the client needs for a successful marketplace project (e.g., employee experience or retirement consulting). 
• Demonstrate 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 offered by WTW. 
• Assisting clients with the change management efforts to allow for a successful adoption of the Marketplace solution.
• Consult on service, communication, and funding strategies to various levels of client management, including senior level human resources and executive representatives.
• 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.
• Provide detailed account plans at the conclusion of a project to ensure an effective and smooth transition from implementation to ongoing client management resources. 
• 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.
• Support retiree education meetings over webinar and/or in person. 

The Requirements

• Bachelor’s degree preferred.
• 5+ years of insurance industry experience related to servicing accounts.
• 5+ years’ experience successful managing an employer/client book of business.
• Must have experience within the 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 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 and Excel required).
• Experience with call center operations is a plus.
• Experience with JIRA, Salesforce, SmartSheet, Confluence a plus.
• State life and health license a plus.
• CEBS, GBA, PHR, CLUE or equivalent a plus.
• Funding concepts experience a plus.
• Regulatory environment of employee benefits plans.

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).

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 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 (Washington State only)
• 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.

EOE, including disability/vets