Benefit Administration Integration Leader

The Role

As an Integrated Lead, you will have responsibility for oversight, management and leadership of the following areas associated with your assigned client(s): 

• Client satisfaction and referenceability
• Advocate for your client and what you need directly with senior HWC leaders and WTW executives
• Lead integrated meetings with the client (i.e. quarterly business reviews) and internal, integrated team meetings

• Present a single face to client by coordinating various internal stakeholders, including internal education, material preparation and creation, and practice sessions

• Establish effective and cohesive team communication protocols and rules of engagement

• Mentor the service line leaders assigned to your client, as appropriate 

• Lead process re-engineering to maximize participant satisfaction while working within system and organizational constraints

• Ensure delivery of custom solutions and WTW commitments aligns with client expectations which may include driving innovative thinking and internal collaboration

• Contribute thought leadership to the overall development of our Outsourcing business and integration efforts

Clients

• Ensure that client meetings are effectively prepared for, delivered by the right colleagues and of value to the client
• Ensure the team is broadening and deepening relationships with the client as they relate to Outsourcing services
• Ensure that significant delivery issues have a service improvement plan, are communicated clearly to both the internal and external team and are successfully enacted by the team
• Collaborate with leaders across the service lines to ensure client satisfaction is achieved 
• Develop relationship with the LRM to ensure a referenceable client relationship across WTW
• Ensure team members develop relationships with colleagues in the consulting businesses to deliver informed administration
• Serve as an escalation point for clients and internal teams to address issues

Financials

• Support Service Line Leaders in controlling costs and managing financial measures including utilization, efficiency and profitability.  While accountability for financials resides at the business level, Integrated Leads must demonstrate awareness/understanding, support budget attainment/improvement and not be an obstacle to efficiency or billing for work appropriately.
• Ensure integrated, cohesive financial management including but not limited to out of scope, scope/contract management and invoices resulting in consistent or defendable rational across WTW
• Lead complex renewal strategy and negotiations; inspire clients to grow with WTW (i.e. ESS Next, global resourcing)
• Collaborate with the sales and marketing team and colleagues in consulting businesses to identify, develop and close integrated opportunities through smart connections
• Surface potential new revenue generating ideas  

People

• Develop cohesive and effective partnerships with the Health CDD, Pension PD, Individual Marketplace CSM, Benefits Accounts CSM and Embark CSM and applicable consulting team leads and Subject Matter Experts (such as COBRA, Direct Bill, Service Center, QDRO)
• Actively integrate and build resources into a high performing team
• Develop a culture of managing the full administration relationship and overall service delivery for a quality outcome
• Grow leaders and future Integrated Leads; actively mentor and sponsor colleagues
• Actively resolve team conflicts
• Support colleague engagement and recognition

Operational Excellence and Innovation

• Continuously look for ways to improve / streamline integration points
• Ensure that there is open communication and awareness of major activities across the team