Direct and Facultative Team Leader - Ipswich, United Kingdom - WTW

WTW
WTW
Verified Company
Ipswich, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

The Role


In this role you will be responsible for a team whose role it is to look after a portfolio of clients and prospects with accountability and for the retention of clients and new business development and to monitor workflow against capacity on a day to day basis.


You will provide technical support to the Direct and Facultative team in the delivery of an excellent client service team working within an efficient and compliant framework.

The role includes a variety of disciplines covering aspects of Project Management, Planning, and Process implementation.

This will be an ideal position for someone who has extensive experience in working with large client focused teams on a UK & International basis within a busy environment.


Responsibilities:


  • Project manage a range of activities and input to key management tasks as directed by the various team leaders across Direct and Facultative
  • Understand change requirements and assist with implementation of projects.
  • Prioritisation, definition, measurement and scope to achieve a better workflow
  • Support change initiatives within the business structure
  • Work with the central functions and leadership teams to maximise the value from the project and mitigate any risks and issues
  • Proactively develop appropriate solutions and proposals for clients to ensure optimum client retention rates
Business Improvement

  • Proactively identify opportunities for continuous improvement in the delivery of service to clients and best practice processes and implement effectively
  • Optimise the effectiveness of the business through activities being undertaken by the associates in the correct role, (including Mumbai resource)
  • Ensure that continuous improvement suggestions are fed into the correct route for consideration / resolution
  • Provide and / or obtain input to problem identification, measurement, or resolution
  • Assist with the communication and implementation of process improvements
Client Relationship Management

  • Lead the end to end ongoing client service, adhering to standardised policies, procedures and service standards
  • Understand the clients' business and their risk management needs and look for solutions to deliver those needs through the provision of ongoing service
  • Draw on expertise within specialist technical teams within the BU and across the Group for clients as required
Placement Management

  • Support optimisation of revenue from new and existing clients through the use of the full range of appropriate placement channels and markets
  • Work closely and maintain strong working relationships with the Broking team and market contacts as required
  • Ensure transparency of agency and other commitments made to carriers and clients
  • Ensure compliant processing of contracts as per FCA and contract certainty requirements
  • Ensure accurate loading of data in to the core broking system within agreed time and quality standards
Performance Metrics

  • Communicate effectively with clients, associates, markets and others where appropriate to maximise service delivery levels
  • Ensure the business has adequate knowledge and visibility of key metrics and their governance
  • Ensure that issues are escalated where necessary for assistance from the Operations Director/Manager or other central support teams
  • Understand risks, issues, opportunities and barriers to achieving the required standards
  • Implement initiatives to drive improvements in performance metrics
  • Manage KPIs/SLAs to ensure targets are met
  • Procedures and Controls
  • Understand and adopt best practice
  • Where necessary embed correct procedures
  • Provide visibility on successful adherence to Target Operating Models (TOMS), procedures and controls
  • Identify breaches and areas that require improvement
  • Resolve issues
  • Identify continuous improvement suggestions regarding Procedures and Controls
  • Refine TOMs, operating procedures and controls to ensure they deliver the maximum value for clients whilst remaining cost effective and compliant
  • Ensure adherence to Group policies, procedures and all regulatory requirements
Core Leadership Responsibilities

  • Support the overall operational governance and decision making process for BU & WTW
  • Build and manage relationships within peer group, both internally and externally, to align perceived and actual levels of service to all Willis Clients
  • Support the development of further business opportunities through service opportunities
  • Increase the standing of Ipswich as a specialist area in the eyes of internal and external clients
  • Work with internal

The Requirements

  • Preferably educated to a degree level
  • Preferably with professional qualifications, ACII or Project Management or similar
  • Excellent management and leadership skills, with a proven track record of delivering excellent levels of client service
  • Excellent written and verbal communication skill combined with strong negotiation and influencing skills
  • High levels of business and
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