Client Delivery Team Leader

Willis Towers Watson Pittsburgh , PA 15201

Posted 2 months ago

As a Client Delivery Team Leader within the Benefits Outsourcing team at Willis Towers Watson, you will play a key role for our benefits administration outsourcing business by having primary oversight, management and leadership of a defined group of clients and colleagues serving them. Our benefit expertise, consultative approach and focus on quality are unrivaled.

The Role

As a Client Delivery Team Leader, you will have primary responsibility for oversight, management and leadership of the following areas associated with a defined group of clients and colleagues serving them:

  • Financial management: overall budget responsibility for your work team and client engagements.

  • Client management: staffing, scope management, client satisfaction and referenceability, client profitability; expansion of existing outsourcing relationships by solving our clients' problems and meeting their administration needs.

  • People: Leadership and management related to a group of colleagues who primarily support the clients assigned to the work team in terms of staffing, resource utilization, career growth and development, engagement and retention.

  • Contribute thought leadership to the overall development of our outsourcing business.

  • Promote quality standards and processes throughout all client teams.

  • Operational / Quality Management: ensure team(s) are meeting / exceeding client deliverables in a cost effective manner, including all contractual service level agreements; actively work with team(s) as needed to quickly and proactively address any quality concerns.

  • Partner with our sales teams on the acquisition of new clients.

Performance Objectives

Clients

  • Actively integrate and build resources into effective client service delivery teams using resources assigned to the team and leveraging core resources, processes and tools from within TAS.

  • Ensure team members develop relationships with colleagues in the consulting business to ensure coordination in consulting with the client.

  • Collaborate with leaders across other TAS practices to ensure client satisfaction is achieved and client financial performance improves.

  • Develop a culture of managing the full outsourcing relationship and overall service delivery for a quality outcome.

  • Ensure that quarterly governance meetings are effectively prepared, delivered by the right associates and of value to the client.

  • Participate in, or receive and review documented results of the quarterly meetings to ensure teams are broadening and deepening relationships with clients as they relate to outsourcing services.

  • Ensure that issues discussed in quarterly meetings have a service improvement plan and are enacted by the team.

  • Develop relationships with Account Directors to ensure a referenceable client relationship across the outsourcing work.

  • Act as an escalation point for clients and internal teams to address issues.

Financials

  • Financial management: overall budget responsibility for your client delivery team.

  • Partner with Client Service Delivery Director and other TAS leaders to control costs and manage financial measures including utilization, efficiency and profitability.

  • Oversee project financials, including but not limited to:

  • Monthly billing and financial reporting for all clients.

  • Develop operational and staffing plans to improve financial performance.

  • Summarize and communicate financial performance and/or concerns to Leadership and client team(s).

  • Manage team size and utilization ensuring sufficient resources to deliver quality services and support growth objectives while at the same time balancing it with financial budgets and results.

  • Oversee processes to track actual project cost, project future operational cost trends and participate in establishing future pricing strategy.

  • Provide operational data including financial reports and other measures to TAS leadership as appropriate

  • Collaborate with the sales and marketing team and colleagues in consulting businesses to identify, develop and close opportunities to:

  • Cross-sell outsourcing products and services to current clients.

  • Sell outsourcing services to new clients of the firm.

People

  • Establish and execute hiring plans based on anticipated workload.

  • Manage performance of team members including utilization.

  • Create and execute on growth and development plans for colleagues on your team.

  • Leverage consistent TAS people practices for recruitment, recognition/rewards and colleague development.

  • Follow WTW standards in order to resolve performance issues by working directly with Human Resources.

  • Actively resolve team conflicts.

  • Responsible for pay/bonus recommendations and delivery of compensation statements for the team and participate in pay/bonus discussions for entire LOB.

  • Partner with colleagues from other practices and regions on assignments that achieve the client's broader business issues.

  • Demonstrate extensive leadership ability by mentoring other consultants and colleagues.

  • Accountable for managing colleague engagement and driving new initiatives.

Operational Excellence and Innovation

  • Provide direct management to Team Leads. Ensure client delivery has the proper staffing by working with team leads and practice leadership. Work with teams to understand where there could be efficiencies and escalate these to the leadership team for internal discussion and a development plan.

  • Continuously look for ways to improve / streamline operations to reduce cost to deliver while at the same time maintaining high quality and client satisfaction.

  • Ensure that there is open communication and awareness of major activities across our teams by facilitating a culture that teams are solving client issues in an integrated manner, and that cross functional items do not slip through the cracks.

  • Ensure compliance with established procedural and audit processes including SOC 1.

  • Review and retain all service level agreements (SLAs) across the client base. Be aware of SLA trends and issues, push functional teams to develop action plans to improve operational failures and celebrate success.

  • Additional management activities include: project staffing, process and procedures, career development, hiring/firing, retention, etc.

  • Working with Governance Leader, ensure teams adhere to the standard project governance model. This would include both client and internal dashboards that will track accomplishments, demonstrate value, identify challenges and recommend risk mitigation strategies.

  • Ensure that outsourcing project teams are delivering against established budget, timeline and quality standards.

  • Develop expert knowledge and experience of outsourcing delivery best practice, market trends, and products and services in the marketplace.

  • Contribute to the development of new tools, approaches and quality standards related to outsourcing services that can be leveraged by all the work teams.

The Requirements

  • Significant experience and success in leading benefits and/or outsourcing engagements.

  • Track record of success in managing large client relationships and leading cross-functional teams.

  • Proven ability to contribute to revenue generation.

  • Experience in managing multiple people and projects and producing quality deliverables on time and within budget.

  • Proven ability to recognize and diagnose issues, work in teams, and leverage the resources of other related practices to address client challenges.

  • An executive presence with polished and well developed written and oral communication skills.

  • Superior ability to influence and collaborate with senior management and work across all levels of an organization.

  • Interest and aptitude in keeping abreast of latest developments in benefits and outsourcing plan strategy and contributing to the development of new tools and approaches

  • Ability to travel and work extended hours as needed

  • An undergraduate degree is required; advanced degree preferred

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 willistowerswatson.com.

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity: Know your rights.

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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Client Delivery Team Leader

Willis Towers Watson