Client Operations Specialist

The Client Operations Specialist (COS) will support the North America Operations Team by helping ensure that operational processes, standards, key performance indicators (KPIs), and service level agreements (SLAs) are met and exceeded. This role will help maintain compliance with internal policies and regulatory requirements. In addition, they will provide support to the Head of National Projects & Operations Support, with various North America projects and initiatives.

Key responsibilities include assisting with Account Receivable management to ensure proper financial alignment, providing support in month-end activities such as Left to Bill (LTB) and the accrual process. 

The COS will help drive strategic process improvements and technology enhancements across North America and serve as a subject matter expert for specific operational processes. 

Additional responsibilities will include assisting with strategic planning, coordinating internal workflows, ensuring adherence to compliance and regulatory standards, and supporting the broader operational objectives of WTW. Through cross-functional collaboration, this role contributes to improving operational efficiency, reinforce financial initiatives, and supporting the overall success of the organization.

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

The Role

• Work closely with leadership to drive reduction in overall Accounts Receivables/Bad Debt
• Assist with tracking month/quarter end accruals and ensuring timely completion of the billing
• Work closely with Head of National Projects and NA Leadership to identify opportunities for continuous improvement as it relates to billing, fees, surplus lines, RFIs, adoption metrics, SOPS, and system applications
• Champion strategic change in processes and technology

• Promote adoption and improvement of timely invoicing and month-end activities such as Left to Bill (LTB) and Accounts Receivables (AR) 

• Support leadership with management and dissemination of data and metrics

The Requirements

• Knowledge of WTW systems and processes is strongly preferred 

• Knowledge of commercial insurance renewal end-to-end process, steps, and owners 

• Relationship Management skills: ability to leverage internal and external relationships to bring WTW resources and assets tailored to client needs

• Ability to drive conflict resolution

• Business Acumen: knowledge of strategy, tactics, and solutions to get any issues resolved quickly

• Intellectual curiosity to help develop innovative and creative solutions to meet client needs

• Excellent verbal and written communication skills; group presentation skills; ability to drive complex/technical conversations 

• Receptive to feedback; critical thinking and problem-solving skills; high adaptability  

• Supports in advocating for change. Provides encouragement, takes control of team projects, leads key work areas, collaborates with others, and provides clear guidance to ensure others fulfill roles effectively 

• Strong project management skills: Support end-to-end oversight of large, complex, ambiguous, or multi-dimensional projects  

• Proficient Microsoft Office skills and familiarity with other relevant online tools 

• Must achieve and maintain insurance broker’s P&C license and complete various continuing education activities as needed

• Insurance industry experience and knowledge 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 the requirements of various state/local pay transparency legislation. Please note that base 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.

Compensation

The base salary compensation range being offered for this role is $80,000 - $100,000 USD annually.

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 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 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 (only included for Washington roles)
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). 

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.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

EOE, including disability/vets