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Implementation Client Service Manager

1 month ago

Salt Lake City, United States WTW inc. Full time

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

The Role Senior-level position within Willis Towers Watson, providing strategic relationship management and consultative services to clients. The Senior Associate will work within the Individual Marketplace service line and will serve as the account manager for high profile/complex implementations of Willis Towers Watson's retiree services and programs. The key areas of this role include development of strong productive relationships with executive level client contacts. The ideal candidate will have experience within the medical insurance and benefits administration industry. This role will require a business-oriented leader who recognizes changing market dynamics and can effectively partner with a variety of internal Willis Towers Watson associates including consultants, actuaries, and other client-facing associates to ensure client satisfaction. The Senior Associate must be a subject matter expert in Medicare, Qualified Health Plans, Health Reimbursement Arrangements, and the internal processes related to our business. The role can be remote/hybrid only for applicants within the posted locations (Utah, Texas

Responsibilities Building and maintaining trust by having project accountability for all implementation team members, deliverables, and serve as the solution subject matter expert (SME). Provide project-related insight and advice as a SME to internal and external stakeholders, recommending industry best practices and impact of client decisions. Liaising with management and stakeholders on project details and deadlines. Communicating effectively and understanding the client's needs, goals, and strategies, as well as translating those needs into initiatives and solutions within the core capabilities of the marketplace team. Understanding additional services that may need to be contracted to support the client needs for a successful marketplace project (e.g., employee experience or retirement consulting). Demonstrate a consultative client approach, with an ability to recognize what actions will demonstrate strong partnership to the client base, by developing a deep understanding of the client's needs and business issues to incorporate into wider solutions offered by WTW. Assisting clients with the change management efforts to allow for a successful adoption of the Marketplace solution. Consult on service, communication, and funding strategies to various levels of client management, including senior level human resources and executive representatives. Prepare, analyze, and present operational and financial data effectively to clients and consultants. Support RFI/RFP, Finalist Meetings, and other sales initiatives. Informing prospective clients about all aspects of the transitions from communications to project timelines, and providing subject matter expertise. Analyze and interpret statistical reports and all other available benefits data directly or through internal or external partners. Work closely with supporting areas to oversee administration, ensuring service delivery meets contract requirements. Provide detailed account plans at the conclusion of a project to ensure an effective and smooth transition from implementation to ongoing client management resources. Respond to customer needs and proactively identify potential customer concerns to ensure client satisfaction and retention. Prepare, analyze, and present reporting to both clients and internal partners. Ability to work in fast-paced, high email volume environment with seasonal fluctuations in workload. Coach and mentor team as project leader, resolve conflicts, maintain positive team morale, and deliver direct and timely feedback based upon project work and performance.

The Requirements Bachelor's degree preferred 7+ years of insurance industry experience related to servicing accounts 7+ years of experience successful managing an employer/client book of business Must have experience within the healthcare benefits administration or medical insurance industry that has provided you knowledge of medical insurance and/or Medicare insurance products (Medicare industry knowledge is a plus) Must have a strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn Ability to build, maintain and manage multiple client relationships and projects at the most senior levels within client organizations and ensure quality deliverables. Ability to influence key stakeholders (internal and external) via formal and informal channels High level of business acumen Ability to coordinate teams across WTW segments Team-oriented and collaborative Availability to travel on an as needed basis Executive presence with polished and well developed oral and written communication skills Demonstrated ability to deliver strong presentation skills Microsoft office competency required (PowerPoint and Excel required) Experience with call center operations is a plus Experience with JIRA, Salesforce, SmartSheet, Confluence a plus State life and health license a plus CEBS, GBA, PHR, CLUE or equivalent a plus Funding concepts experience a plus Regulatory environment of employee benefits plans

EOE, including disability/vets #J-18808-Ljbffr