Client Delivery Manager

Willis Towers Watson   •  

Dallas, TX

Industry: Professional, Scientific & Technical Services


5 - 7 years

Posted 59 days ago

This job is no longer available.


The Role:
As a Client Delivery Manager (CDM) you will play a key role for our Group Marketplace business by serving as the central link between clients and internal team members in the delivery of the marketplace scope of services. You will develop comprehensive project plans and manage teams in the delivery of multifaceted projects related to implementations, plan pricing and renewals, annual enrollment, carrier operations, communications, program enhancements and other work. You will have the opportunity to grow your project management, consulting, client management, leadership and health and welfare technical skills and business acumen. This position can be based in any Willis Towers Watson office. Note that this role will involve some travel to client sites and other Willis Towers Watson offices. Performance Objectives:

  • Drive superior, consistent project management and deliverables for assigned clients:
o Oversee the day to day project team/workstream leaders, ensuring the teams’ progress against established objectives, budgets, timelines, deliverables and quality standardso Develop and manage integrated project plans for implementations and ongoing renewal activitieso Serve as primary, daily contact to clients on delivery of services and issue resolutiono Manage client expectations and raise appropriate issues to Client Service Directors and Senior Consultantso Address client questions and resolve issues related to carrier/vendor serviceso Facilitate weekly internal team and client-facing status callo Manage the carrier implementation and annual renewal processes, including completion of forms, contracting, banking arrangements and other vendor set up requirements
  • Interface with colleagues from other practices and regions on projects and services that reflect clients’ broader business issues
  • Develop a trusted advisor relationship with client contacts through efficient, quality execution of projects, effective communication, and value added consulting advice

Operational Excellence

  • Provide value added consulting to clients concerning Group Marketplace implementation and ongoing services (e.g., carrier/vendor management, annual enrollment, plan changes) including best practices, marketplace providers, cost and return on investment issues, pros and cons of solutions, etc.
  • Efficiently and effectively troubleshoot and resolve client issues
  • Interface with carriers and support resolution and communications of system- and/or marketplace-wide issues
  • Contribute to the development of new tools, approaches, process improvements and quality standards related to the Group Marketplace service and delivery model
  • Follow company-wide and line of business specific processes, protocols and quality standards in the development and deployment of solutions


  • Manage performance of client service teams composed of consultants, analysts, developers, operational centers of excellence and others against project goals:
o Hold regular meetings to monitor progresso Identify, track and help resolve issueso Motivate and provide developmental direction to team members
  • Participate in local, regional and national meetings as requested
  • Build relationships internally and collaborate effectively on cross-functional teams
  • Demonstrate natural ease and effectiveness when dealing with clients and colleagues at all levels


  • Manage the monthly client billing process, including monitoring time charges and expenses and submitting invoices through Willis Towers Watson’s financial management system.
  • Support the generation of new business to current clients through identification and introduction of new products and services that meet client needs
  • Participate in finalist presentations and other activities to help close new business
  • Meet goals as defined by business leadership and your manager
  • Work within prescribed budget for project plans

The Requirements:

  • 5-7 years of experience working as a project manager in a consulting, brokerage, or health and welfare carrier environment with a focus on managing complex projects; including extensive, real-world client experience
  • Solid experience consulting on the fundamentals of health & welfare plan design including best practices, marketplace providers, cost and return on investment issues, pros and cons of solutions, challenges and methodology regarding solution implementation
  • Proven experience in successfully leading project teams with multifaceted, competing priorities and deadlines, including virtual work teams with members in different geographic regions
  • Demonstrated success in managing client issues and relationships; some experience in growing relationships with current clients
  • Strong interpersonal and team skills
  • Highly organized with superb documentation and follow-up capabilities
  • Strong financial skills with experience in reviewing and managing project budgets
  • Polished and well developed verbal and written communication skills
  • Ability to shift focus quickly from task to task while maintaining excellent analytical thinking skills
  • Strong understanding of benefits administration and other aspects of health care delivery
  • Sense of accountability, owning one’s work and taking pride in it; commitment to quality and continuous improvement
  • Self-starter attitude and ability to work with ambiguity
  • Demonstrates a desire to learn and grow in new functional areas
  • Bachelor’s degree or equivalent
  • Strong Microsoft Excel, Word and PowerPoint skills; experience with SharePoint desired
  • Ability to travel on an as needed basis