Client Servicing Lead

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.

We provide data-driven, insight-led solutions in the areas of people, risk and capital that make organizations more resilient to maximize performance. We work shoulder to shoulder with our clients, bringing diverse points of view and a deep commitment to our clients’ success.

Within our Risk and Broking, Insurance Consulting and Technology team, we are setting out to revolutionize the way the global Insurance market conducts its business today, to create more efficient ways of working and a better solution to placing risk, reducing costs and transforming the way we operate in the broker- insurer value chain.  WTW has a unique opportunity to deliver a service to the market that improves time and cost efficiency, revenue generation and accessibility to new markets across the value chain for both insurers and brokers. We will deliver this by building digital journeys that;

• Optimise placement of risk
• Provide the opportunity to access new markets and capital
• Utilise data to understand and influence competitive pricing
• Leverage the full suite of capabilities within WTW
• Provide a service that delivers connectivity for brokers to insurers as well leverage the opportunity within the market through many to many connectivity (brokers and insurers) 

We are on a mission to revolutionize commercial lines of insurance by creating a connected digital insurance marketplace that empower brokers and underwriters to trade efficiently and with increased transparency. 

We deliver secure, structured data at speed, seamlessly connecting into business systems, enabling the future of the insurance industry and pushing forward its digitization.

Our diverse team of passionate professionals works collaboratively and boldly, pushing the boundaries of technology with agility to make a meaningful impact

As the Client Servicing Lead for Neuron you will be responsible for establishing and running a scalable support service for Neuron’s clients as well as overseeing critical elements of business operations. Working as part of a hybrid team, with colleagues in the US, UK and India, you’ll foster a culture of innovation, excellence and continuous improvement, focused on delivering exceptional service to Neuron’s clients. 

You'll be part of a team with a startup mindset within a larger organisation, combining the energy and pace of a startup with the resources and support of an established company. Our approach is research-driven, ensuring our decisions are based on solid user insights.

You will be accountable for:-

• Establishing and communicating the client servicing strategy for the business – ensuring continuous improvement of the service, both from a customer experience and efficiency perspective.
• Implementing and managing best practices for IT service management, including incident, problem, and change management.
• Ensuring Neuron complies with service level agreements (SLAs) set out in its service agreements to clients. 
• Monitoring industry trends and identifying opportunities for service improvement and innovation. 
• Advocating for product features to support continual improvement of service monitoring and reliability.
• Managing and communicating the release schedule to relevant stakeholders (both internally and externally).
• Identifying and mitigating risks to service continuity.
• Ensuring robust disaster recovery and business continuity plans are in place.
• Managing critical business processes (including client billing and sanctions testing, etc).
• Developing and implementing strategies to ensure operational resilience for Neuron.
• Ensuring Record Management policies are followed and that the business adheres to company guidelines and best practice.
• Leading, mentoring and developing the client servicing and operations team. 

What you’ll bring:

• Proven experience in a client servicing or IT Service Management role, with demonstrable experience in a leadership position.
• Exposure to the insurance industry
• Knowledge of ITIL or other IT service management frameworks.
• Experience in operational resilience and risk management.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to think strategically and solve complex problems.
• Proficiency in Microsoft Office Suite and relevant tooling. 

The ideal candidate:

• Demonstrates a passion for solving complex problems. 
• Passionate about creating lasting change in a traditional industry.
• Thrives in a collaborative environment.
• Values the balance of remote work and in-office teamwork. 

This role can be based in London UK or Gurgaon, India. 

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 candidate.helpdesk@willistowerswatson.com.