Regional Service Manager

Company Description

WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, WTW has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at wtwco.com.

The Regional Service Manager reports to the Head of Global Certificate Center (GCC). The GCC Regional Service Manager has overall responsibility for the performance of their assigned Regional GCC team including:

• Customer satisfaction and user experience – for the client and office

• Service delivery – meeting the promises made to clients

• Team performance – including Turnaround Time (TAT), quality and productivity

• Team development – ensuring the team has the right skills and visibility of progression

• Operational performance and center effectiveness – utilizing defined forecasting and capacity management, skills matrix, recruitment process etc.

• Build effective working relationships with the offices – getting to know individuals, key clients and overall expectations

• Communicate with the Office on a regular basis reviewing Center and Office performance, plans for renewals & new clients and resolve issues or set priorities together

• Manage high level escalations to resolution and address and fix the root cause

• Oversee and coach colleagues within the assigned team regarding office engagements & communications to ensure quality & effectiveness

• Proactively ensure new clients & renewals are effectively handled by Market Leads (ML) and or Market Service Managers (MSM.

People:

• Ensure the GCC goals and objectives in support of servicing the assigned region are clear and understood in a consistent way across the team

• Set clear, consistent annual objectives for self, direct reports and cascade to teams in line with the Center objectives.

• Ensure all HR processes are followed according to guidelines and in a timely manner

• Manage resourcing in the short, medium and long term to ensure the team is sufficiently staffed, capable and motivated.

• This also includes doing succession planning, actively managing recruitment, partnering with Training Managers on training needs and coordinating colleague leave requests.

• Participate in the recruitment process including screening, interview, selection, and hiring

• Support Market Service Managers (MSM) on all aspects of Nashville colleague performance

• Partners with appropriate resources within HR to manage significant performance issues in Nashville to conclusion

• Hold effective 1on1s with direct reports at least monthly, more often if required. Utilize coaching techniques where appropriate and capture and share key points and actions 

• Hold appropriate coaching & performance conversations with direct reports 

• Keep the skills matrix is up to date in accordance with the GCC process and ensure each individual has a development plan. 

  • Review progress against the plan at least quarterly

• Ensure the team has the right licenses (CISR, P&C) and undertake necessary WTW training

• Hold regular huddles across domestic and international Center locations, ensuring that Regional Leaders and Market Leads and MSMs are clear on their priority and any issues or changes are communicated

• Create a culture of team work, building a cohesive Regional team who are client-focused and aligned on expectations

Process and technology:

• Prioritize focus and resources on an hourly, daily, weekly and monthly basis as required

• Act as the final point of escalation for the team on any issue to resolution

• Ensure the appropriate measures, reports and communications are shared with individuals or teams on an appropriate basis

• Ensure Market Leaders (MLs)/Market Service Manager(MSMs) are following their designated routines in respect of their role

• Use COD and reporting tools provided to ensure ML/MSMs are following processes and SOPs and their teams are doing the same

• Drive quality in the team work product and delivery, working with the Quality Analysts and ML/MSMs to identify issues and solutions

• Wher