Client Service Delivery and Sales Support

3 months ago

Melbourne, Australia WTW Full time

As part of our Middle Office team, you will contribute to the management and growth of the Health and Benefits Practice, ensuring that client risk management and insurance needs are identified and met whilst supporting the Client Service team and Sales team (Front Office) and the Global Delivery Centre (GDC) team based in Manila (Back Office). Key areas of accountability will include client servicing, preparation of client documentation, assistance with claims management (escalations), client database management and liaison with underwriters.

The Role

Provide support to the client service team and sales team in managing our clients’ insurance programs, ensuring the delivery of high-quality services Prepare client documentation such as renewal reports, quote slips, placing slips, education flyers, presentations and invoice documents Develop and maintain relationships with insurers, clients, and other key stakeholders (internal and external), professionally representing WTW Liaise with insurers on renewals, termination and installation in conjunction with GDC back office team and Consultant  Provide input and feedback around improving Clients’ policy structures and wordings, where necessary Consolidating insurer responses; review and negotiate terms (when required) with insurers in conjunction with Consultants Maintain comprehensive client data on WTW systems Manage workflow between Consultants and GDC back office team to ensure service levels are achieved Debtor collections are managed in accordance with the terms of trade Lead and coach less experienced colleagues to cultivate a thorough understanding of insurance markets and offerings, helping them to negotiate effectively with insurers and prepare strong proposals through mentorship and practical guidance  Support and work closely with Head of Operations & Excellence to identify opportunities to simplify and improve processes Acts as the main support to consistently work with GDC back office team to ensure timely and accurate delivery of tasks on agreed processes and conduct trainings, where necessary Acts as the escalation point for the GDC back office team Strong project management skills to manage timelines and support Consultants on renewals matters especially on remarketing projects Update GDC teams on changes to Australian regulatory issues, carriers’ updates and contact lists to ensure alignment between the teams Assist on ad hoc projects and initiatives

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