Director of Client Support Services

Willis Towers Watson   •  

Nashville, TN

Industry: Professional, Scientific & Technical Services

  •  

5 - 7 years

Posted 41 days ago

This job is no longer available.

DESCRIPTION

The Director of Client Support Services is responsible for leading the full domestic team that provides client service support activities to retail offices across NA, including: Binding Services (preparation of billing requests, policy detailing); Certificate Triage (pre-renewal setup, initiation of cert requests and Client Specific ad-hoc services. This role is core to the operations leadership in charge of delivering an excellence client experience collaborating with field operations, accounting, surplus lines, and certificate centers. Manages a team of supervisors and has accountability for the department’s financial and operational performance. The Leader will develop and implement strategies to continuously improve the quality and service while strengthening controls.

The Role


The Director of Client Support Services is core to the operations leadership in charge of delivering an excellence client experience collaborating with field operations, accounting, surplus lines, and certificate centers. S/he manages a team of supervisors and has accountability for the department’s financial and operational performance. The Leader will develop and implement strategies to continuously improve the quality and service while strengthening controls. Major accountabilities include but are not limited to:

Clients


    • Ownership and accountability for creation and achievement of departmental goals

    • Develop and reinforce relationships with other Client Service Operational Leaders, Business Representatives including Field Offices, Technology Resources, and Product Owners

  • Engage teams and clients as applicable to measure performance and continuously advance service deliverables

Financial/ Business KPIs


    • Annual development of a multi-year business plan for the function

  • Ensure Client Support Services delivers and improves on Quality and Timely deliverables

Operational Excellence & Innovation


    • Direct management and oversight of Process and Service Managers / Supervisors

    • Driving service excellence across the organization

    • Development and implementation of processes and tools in collaboration with Design Governance

  • Enforce compliance and regulatory controls

People


    • Serve as an in-house authority for operational processing functions

    • Drive clear and consistent communication with Client Support Services

  • Coaching, developing and mentoring of team




The Requirements

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


    • 5+ years of insurance operations experience

    • 5+ years commercial P&C insurance experience in an Agency and/or Broker environment required

    • 5+ years managing diverse teams, with experience leading leaders/supervisors strongly preferred

    • A bachelor’s degree or MBA level education is preferred

    • Flexibility and adaptability; able to operate effectively in a fast-paced environment, balancing both strategic and tactical goals

    • Demonstrated ability to solve problems and resolve conflicts using a collaborative, fact-based approach

    • Experience building high-performing teams including recruiting, hiring, and training and retention

    • Strong written and verbal communication skills

    • Highly collaborative with the ability to influence in a matrix environment

  • Possesses strong interpersonal skills including approachability, self-knowledge, customer focus, composure, and listening