Senior Director, Health & Benefits, Shanghai

The role is for a Director in Health & Benefits practice. You will be an integral part of a team to manage the assigned client portfolio in providing quality service, professional advice & support across all our benefits solution.

Performance Objectives: Excellence • Lead client relationships of the assigned portfolio from a Health & Benefits perspective • Establish a trusted advisor role with clients and provide the best possible service in relation to the insured employee benefits, or the broader benefits program • Provide timely responses to client inquiries, consistent with service and quality standards • Manage all customer feedback ensuring every case is resolved and closed • Coordinate internal resources in addressing client needs • Plan and organize work so that client specific Service Level Agreement objectives are met • Follow through all required processes to meet compliance requirements • Contribute to the development of new process, solution or offering that will help the business grow

Clients • Communicate effectively with clients, solution & project teams • Attend team or client meetings as appropriate and present knowledgeable and professional image of WTW • Develop strong client relationships from client administrators to senior management • Ensure that clients’ business expectations are aligned with commitment

Financial • Achieve the annual client retention target set by business • Achieve the individual new/expanded business target set by business • Identify opportunities to cross sell projects and service to current clients

People • Be a team player and work towards the business goals • Demonstrate leadership ability in virtual/project teams to deliver the best results to clients • Build relationships internally and collaborate effectively on cross-functional teams • If qualified as team leader, people manage one of the sub-teams in account management. As a team leader, drive a successful culture within the sub-team and develop talent from within.
 

• Bachelor’s degree • 10+ years Relevant experience in Employee Benefits domain area is required, 15+ years of Relevant experience is preferred • Experience of using a CRM system. • Experience of working in a service focused environment. • Ability to build rapport and respond confidently to client queries. • Strong verbal and written communication skills in English. • Ability to multi-task and be mindful of deadlines. • Self-motivated and ability to remain focused on clients. • Committed to quality and continuous improvement.

Willis Towers Watson is an equal opportunities employer and does not discriminate on any basis. We support flexible working and this role will be considered on a flexible basis.