Assistant Manager - Health & Benefits (Retention)

About WTW

Willis Towers Watson (NASDAQ: WLTW) 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, Willis Towers Watson has 45,000 employees serving more than 140 countries and markets.
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.

About the team

The Employee Benefit (EB) Retention team looks at end-to-end management of employee benefits programs for large corporate clients, focusing on group health and life insurance solutions. They work on policy placement, client relationship management and a proactive service-oriented mindset.

Role

Short Description
As a Health and Benefits Retention Specialist at Willis Towers Watson, one will be responsible for retaining all the accounts which are under management with complete ownership of retaining all those accounts. Meet client needs and commitments and providing solutions within the TAT for all renewals with specific focus on building relationships with clients & Insurers.
 

Description
 

Clients: 
1. Relationship Management 
2. Maintain TAT for all assignments 
3. Maintain healthy relationship with insurance companies and TPA 
4. Ensure Proper and Systematic documentation (folder management) 
5. Claims Management (GPA and GTL claims Tracker, GMC Outstanding claims tracker) 
• 100% adherence to the service design for clients as per the service design identified as below:-. 
• Renewal activity (Intimation+calendar, Plan design + QCR etc., policy placement 
• Monthly activity report to clients + Claims MIS + Claims UR + Health & Wellness letters + HR Connect 
• Maintaining strong vendor relationships - Client, Insurer & TPA 
• Client meetings with MOM being mandatory, (Monthly meetings compulsory for all clients with revenue above Rs 3 Lacs & for other clients quarterly ones) 
• Minimize client escalations to be received - Maximum 3 per year 
• Client Records Management (Premium register, Data recon, CD statement etc.) 
• Monitoring claims TAT as per laid out standards (3% above 25 days) 
• Communication Initiatives (Benefits Manual, Mail communication to the client, TPA & Insurer on the renewal is mandatory including orientation sessions.
• Execute wellness program for clients as per laid out standards i.e. Wellness calendar-Health talks & Camps-(For all clients above Rs 3 lacs revenue) 
 

Financials / Business KPIs 
• Retention Revenue Target as fixed by business - Cross Sell (10% of overall current revenue) | Retain 100% of clients by revenue managed including cross sell revenues | Retain 95% of overall revenue to be maintained 
• No. of accounts handled and how to improve the number or efficiency 
• Overall revenue book managed from last year and enhancement - Upsell (enhancement of programme / limits etc.) | Generate cross sell revenue from existing EB clients 
• SAIBA Booking within timeframe 
• Uploading of document in SAIBA 
• Updating D365 client information Operational Excellence and Innovation 
• Focus on ways to improve operational excellence and bring in efficiency 
• Work with Client Mgmt. team towards smooth transition of new accounts 
• Ensure business is fully compliant with all the regulations and all mandatory trainings, broker manual, SPOE etc. for self and team members 
• Innovative Client Retention Strategies 
• Innovate New products, Expertise, Capability, Influence 
• Cross Selling Strategies 
• BQP Qualification for client facing colleagues 
• Nil Exposure to E&O, Legal / Compliance Matters 
• Act all times with integrity and keep company reputation unblemished, Excellence, People, Integrity
 

• MBA/ Bachelor’s degree or equivalent work experience in related field 
• Should have 7+ yrs of experience with Min 3 years of client facing experience, specially medical insurance. 
• Experience in Insurance broking preferred, experience in brokers, Insurance Co. Demonstrated experience within in B2B environment Proven track record of meeting and exceeding targets. 
• Excellent verbal and written communication skills, including facilitation of group presentations 
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, PowerPoint and Access and industry-specific analysis software. 
• Basic understanding of the insurance industry, with the ability to become a subject matter expert on the job. 
• Innovation and problem-solving skills that include the ability to develop and propose equipment based solutions for clients

The Application Process

Stage 1: Online application and recruiter review

Stage 2: Live video interview or in-person interview with hiring manager and team

Stage 3: Offer and 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.