Client Service Manager

Willis Towers Watson
12 Apr 2019
21 May 2019
Contract Type
Full Time
In this role, you will directly lead a client service team in the delivery of excellent client service and to support new and existing business

The Role
  • Act as an integral part of the Willis Towers Watson service delivery organisation, ensuring team’s delivery of operational services in line with service delivery, compliance standards and budgets
  • Lead and motivate the team in the end to end client service delivery, ensuring the highest possible levels of service through the ongoing management, training and coaching of associates to meet current and future requirements
  • Plan, support and review the performance of the team, identifying development needs for both individuals and the team as a whole
  • Monitor team performance against operational performance indicators and provide timely management information to assist decision making
  • Work with the team to identify root causes of any service short comings and/or breaches in service delivery and the work to resolve and address these
  • Ensure that standardised policies, procedures and service standards are understood and followed by the team so that all aspects of risk management, information security, legislation and regulation are managed effectively
  • Support the overall operational governance and decision-making process for BU and Willis Towers Watson GB
  • Support management and the wider Company in the management of risks applicable to areas of employment
The Requirements
  • Preferably educated to A level or relevant industry experience
  • Preferably with professional qualification of ACll or working towards
  • Excellent management and leadership skills, with a proven track record of delivering excellent levels of client service through a large scale, matrix operations
  • Strong communication, negotiation and influencing skills
  • Ability to be able lead and direct a team
  • High levels of business and financial acumen with an understanding of company strategy, operating environment and business objectives
  • Strong skills in problem solving, planning and budgeting
  • Ability to be able to deliver key company metrics and measure
  • Experience of maintaining control of and managing change
  • Intermediate level of data analysis and presentation skills
The Company

Willis Towers Watson 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. Learn more at

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at Willis Towers Watson.

Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.

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