Client Service Supervisor

Willis Towers Watson   •  

Chicago, IL

Industry: Professional, Scientific & Technical Services


5 - 7 years

Posted 35 days ago

This job is no longer available.

The Role

Supervisor of Operations reports directly to the Operations Manager of Client Support and manages a team of up to 15 employees and will have accountability for the department’s financial and operational performance. S/he is responsible for providing service and transactional support to various office teams and clients across North America. As such s/he is essential to driving excellent internal and external client experiences and maximizing efficiencies in our operating platform. This leader will develop/implement strategies to continuously improve the quality and service while strengthening controls. Duties and responsibilities include but are not limited to:

  • Development of Department Annual plan and budget.
  • Direct management and oversight of Process & Service providing employees.
  • Collaboration with offsite teams with shared accountabilities.
  • Ownership and accountability for creation, achievement, and assessment of performance against departmental goals.
  • Drive service excellence across the organization including leading process improvement initiatives using commonly accepted methodologies (e.g. LEAN, Six Sigma, etc.).
  • Management of multiple employees and potentially, business units with diverse technical requirements.
  • Serving as an in-house authority for operational processing functions.
  • Clearly and consistently communicating with the team.
  • Hiring, coaching, developing, correcting, appraising, and mentoring of team.
  • Effectively managing change.
  • Developing and reinforcing relationships with other department Supervisors, Leaders, and Business Representatives including: Field Offices, Technology Resources, and Product or Process Owners.
  • Enforcing compliance and regulatory controls.

The Requirements

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

  • Minimum of 5 years of operations supervisory experience, preferably in the Commercial Insurance industry.
  • Demonstrated ability to interact effectively with employees at all levels. IE: supervisors, peers, and internal & external clients.
  • Demonstrated solid budgeting, forecasting, work process analysis, problem solving, and risk management skills.
  • Strong experience in, or aptitude for, building strategic operations, setting goals and measures, creating business and operational plans to achieve exceptional performance, and exceed established metrics.
  • Experience in business transformations, startups, or tactical (and/or) strategic initiativespreferred.
  • Experience building high-performing teams with skills that include: recruiting, hiring, training, and retention.
  • Superior business acumen, learning agility, and dealing with ambiguity and paradox are all essential qualifications.
  • Strong written and verbal communication skills required.
  • Ability to travel as needed.
  • Agency experiencepreferred.
  • Must have or obtain insurance licenses as required by law within 60 days of employment.