Senior Client Strategy & Operations Leader

The Senior Client Strategy & Operations Leader drives client retention and business growth through strategic leadership, operational excellence, and industry expertise. This role involves managing a high-value book of business, fostering thought leadership, and overseeing client service delivery. The leader will focus on recruiting, team development, operationalizing the vision through coaching and change management, culture building, and contributing to marketing and communications efforts.

Key Responsibilities:

• Client and Team Leadership:
  • Mentor and train Client Strategy and Advocacy teams, ensuring alignment and effective collaboration.
  • Act as the primary external client-facing leader for assigned accounts, maintaining high-level relationships and managing client expectations.
  • Oversee the delivery of insurance brokerage services, ensuring adherence to quality standards and client satisfaction.
• Strategic Planning and Execution:
  • Drive the development and implementation of E365 renewal strategies and technology solutions to meet client needs.
  • Engage with Industry Vertical leaders to integrate and enhance processes, technology, and operational improvements.
  • Develop and execute strategic plans, including client retention strategies and new business development.
• Thought Leadership and Industry Expertise:
  • Drive industry vertical division thought leadership and coordinate client-facing activities to ensure division growth by being an industry expert.
  • Coordinate with marketing and communications to create and enhance brand materials and technologies, including the intranet site.
  • Contribute strongly to thought leadership within the industry and handle a book of business to ensure consistency and credibility among IVD clients.
• Client Service Delivery:
  • Oversee and drive client service delivery through Relationship Management, Client Service Strategy, and Client Service Delivery teams.
  • Ensure close alignment across the spectrum of client service to provide “white glove” service.
  • Coordinate and lead client service efforts to support client retention and new business opportunities.
• Operational Oversight:
  • Oversee key operational aspects such as pipeline management, recruitment, and capacity planning to ensure optimal service delivery.
  • Operationalize the organizational vision through effective coaching and change management.
• Recruiting and Development:
  • Actively recruit industry-focused colleagues and ensure a strong fit with team culture and objectives.
  • Provide ongoing coaching and professional development to team members to enhance skills and performance.
• Culture Building:
  • Foster a positive and collaborative team culture, promoting engagement, innovation, and high performance.
  • Lead initiatives that support team cohesion and alignment with organizational values.
• Marketing and Communications:
  • Assist with marketing and communications efforts to promote services and engage with clients.
  • Coordinate events and conferences for the Industry Vertical Division (IVD) and structure Capstone engagements with Broking Leadership.
• Client Relationship Management:
  • Build and maintain client relationships, recognized as the primary contact for a high-value book of business.
  • Develop or contribute to new business opportunities and ensure consistency in service delivery among IVD clients.

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. If Level 38 or more senior role is in Washington State, you must add the retirement benefits paragraph to the job description. Please note: Producer Sales roles are not currently eligible for the WTW Pension Plan.

If the role is located in Great Britain (add this before “The Role” section):

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

If the position allows for flexible working:

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.

You can use the following suggested phrases in your job description to ensure our partner job boards accurately capture and advertise the correct workstyle for your role: