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Client Service Manager

Posted 22 Mar 2024
Work experience
0 to 1 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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The Role

Leadership and Team Management

  • Responsibility for the implementation and adherence to Willis Group compliance policy.
  • Ensure team has appropriate systems, processes and controls in place
  • Evidencing service excellence through the proactive use and management of workflow and metric reporting , identify trends and variances and instigate action plans where required to address on-going issues
  • Provide support to team to allow them to enhance relationships with prospects, clients and markets.
  • Ensure the completeness and integrity of system data in order to benefit from accurate data
  • Monitor team performance and initiate remuneration reviews. Propose promotions for staff to the Management board.
  • Work proactively with peer group to share knowledge

Client Relationship Management

  • Provide support and assistance to senior leaders and the wider production teams on all aspects of Willis Re’s engagement with clients in the area.
  • Forge and maintain close working relationships with clients, continuously improve the services delivered by having a thorough understanding of their individual needs
  • Forge and maintain close working relationships with key reinsurers relative to the clients’ portfolio, linking with Reinsurer Relationship Manager
  • Work closely with the production and operational team in all locations, supporting whenever necessary
  • Understand client’s business and their reinsurance programmes
  • Ensure all aspects of placement support and client service are actioned in a timely manner and communicate pertinent information regularly
  • Manage and resolve queries from clients and reinsurers as well as internal queries to avoid any dissatisfaction in service.

Business Unit & Senior Management

  • Liaise with Sales teams to understand and incorporate specific client requirements
  • Liaise with Sales colleagues around the world and build constructive relationships, establishing areas where support improvements can be achieved and maintained
  • Actively input as a member of the Management Group or practice forums and any stream or BU specific organisation forums
  • Provide commercial input to Client and Market support where appropriate
  • Take reasonable steps to support Senior management and the Company in the management of the business risks applicable to area of employment, as set out in the Willis Limited risk register
  • Provide input and recommendations, as required and appropriate, regarding staff levels, staff hiring, setting salaries and bonus levels for Client Service Associates under your responsibility.

Change

  • Demonstrate clear commitment to implementing and embedding the new business model in own area, including management of transition and parallel running, where appropriate
  • Where appropriate, agree upon allocation of work
  • Provide recommendation to Operations Director / Process Lead regarding operational and process improvements
  • Actively support and embed continued Operation Improvement initiatives in conjunction with Operations Director and process lead

Associates

  • Recruit, manage, develop and motivate Associates, in line with Group HR policies and procedures, including overseeing / managing according to the necessary deadlines Associate performance reviews and performance
  • Identify the allocation of work to individual Associates within team according to their skills and capability
  • Provide significant input to salary reviews, supporting the process in conjunction with the Operations Director/Service Leader

Other

  • Review and Authorise Team and business unit activity, as per individual authorisation authority and criteria
  • Identify MI requirement and utilise available reports to proactively and efficiently manage work to achieve Metrics/KPI’s
  • Monitor throughput and outstanding work taking appropriate action in accordance with Metrics/KPIs
  • Ensure adherence to procedure, best practise and operational compliance in accordance to our WEM requirements.
  • Actively share information with fellow managers and others within Willis Re where benefit can be gained by others

The Requirements

  • Preferably ACII qualified or working towards the ACII qualification or equivalent
  • A good knowledge of the industry in order to address client and technical issues
  • Previous line manager/team leader experience
  • Good working knowledge of the regulatory environment of the key business unit jurisdictions
  • Ipswich with requirement to travel to London as required

Willis Towers Watson (NASDAQ: WLTW) is een vooraanstaande wereldwijd opererende consultant, broker en solutions provider die organisaties helpt om risico om te zetten in groeimogelijkheden. Sinds de eerste stappen in 1828 heeft Willis Towers Watson nu 39.000 werknemers in meer dan 120 landen. Wij ontwerpen en leveren oplossingen die risico beheren, arbeidsvoorwaarden optimaliseren, talent laten groeien en kapitaal effectief inzetten…


Willis Towers Watson (NASDAQ: WLTW) is een vooraanstaande wereldwijd opererende consultant, broker en solutions provider die organisaties helpt om risico om te zetten in groeimogelijkheden. Sinds de eerste stappen in 1828 heeft Willis Towers Watson nu 39.000 werknemers in meer dan 120 landen. Wij ontwerpen en leveren oplossingen die risico beheren, arbeidsvoorwaarden optimaliseren, talent laten groeien en kapitaal effectief inzetten om organisaties en medewerkers te beschermen en te versterken. Ons unieke perspectief stelt ons in staat om verbindingen te zien tussen talent, middelen en visie – de dynamische formule die bedrijfsprestaties verbetert.
Together, we unlock potential.

Finance & Banking
Amstelveen
40,000 employees