Client Service Delivery and Sales Support

As part of our Middle Office team, you will contribute to the management and growth of the Health and Benefits Practice, ensuring that client risk management and insurance needs are identified and met whilst supporting the Client Service team and Sales team (Front Office) and the Global Delivery Centre (GDC) team based in Manila (Back Office). Key areas of accountability will include client servicing, preparation of client documentation, assistance with claims management (escalations), client database management and liaison with underwriters.

The Role

• Provide support to the client service team and sales team in managing our clients’ insurance programs, ensuring the delivery of high-quality services
• Prepare client documentation such as renewal reports, quote slips, placing slips, education flyers, presentations and invoice documents
• Develop and maintain relationships with insurers, clients, and other key stakeholders (internal and external), professionally representing WTW
• Liaise with insurers on renewals, termination and installation in conjunction with GDC back office team and Consultant 
• Provide input and feedback around improving Clients’ policy structures and wordings, where necessary
• Consolidating insurer responses; review and negotiate terms (when required) with insurers in conjunction with Consultants
• Maintain comprehensive client data on WTW systems
• Manage workflow between Consultants and GDC back office team to ensure service levels are achieved
• Debtor collections are managed in accordance with the terms of trade
• Lead and coach less experienced colleagues to cultivate a thorough understanding of insurance markets and offerings, helping them to negotiate effectively with insurers and prepare strong proposals through mentorship and practical guidance 
• Support and work closely with Head of Operations & Excellence to identify opportunities to simplify and improve processes
• Acts as the main support to consistently work with GDC back office team to ensure timely and accurate delivery of tasks on agreed processes and conduct trainings, where necessary
• Acts as the escalation point for the GDC back office team
• Strong project management skills to manage timelines and support Consultants on renewals matters especially on remarketing projects
• Update GDC teams on changes to Australian regulatory issues, carriers’ updates and contact lists to ensure alignment between the teams
• Assist on ad hoc projects and initiatives

The Requirements

• An innovative thinker with the ability to collaborate and work in a team
• Sound oral and written communication skills both on an individual and small group basis
• Report writing and correspondence skills
• Ability to prioritise work, manage deadlines and work under pressure
• A team player with the ability to demonstrate credibility and gain trust
• Proficient in all MS Office products
• A quick learner with the drive to take on additional duties when required
• The ability to work autonomously with minimal guidance
• A focus on excellence and the ability to produce accurate work
• A background in life insurance is preferred 

Why Join WTW?

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

• Annual bonus
• Company paid salary continuance insurance
• Life and TPD insurance
• Hybrid working
• Networks (Gender, Wellbeing, Pride)
• Career Growth – internal opportunities and development programs

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 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. Please speak to your recruiter to discuss more.

At WTW, we believe that a culture of inclusion and diversity is critical to our business. It's not a separate initiative – rather it’s fundamental to everything we do. We are an equal-opportunity employer who is committed to fostering an inclusive work environment and embrace diversity including gender, nationality, disability, age, marital/parental status, ethnicity, gender identity and sexual orientation. We welcome applications from people from all backgrounds. 

In the spirit of reconciliation, WTW acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. 

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.