Senior Associate - Client Service and Delivery
Willis Towers Watson
London
2 months ago
Willis Towers Watson’s Bloodstock, Estates, Livestock and Aquaculture (BELA) team is re-establishing a reputation for the highest service levels and client loyalty within very specialist markets. We are looking for someone with experience of the Bloodstock and Livestock markets (both Lloyds and Companies) to maintain and enhance this offering and reputation. With a total team of 7, this applicant should be able to offer guidance and advice to those with less experience. Our UK offices work very collaboratively with WTW offices overseas, particularly those in North and South America plus Australia and New Zealand, and this role will also include;

The Role

  • Responsible for a portfolio of clients and prospects with accountability for retention of clients and new business development. Will manage and develop client and Willis Towers Watson relationships and grow portfolio within the business unit : responsible for targeting and converting prospects; responsible for broking into Lloyds and company markets (where appropriate).
  • Understand, apply and where necessary explain the BU policies and procedures
  • Identify primary budget holders and decision makers within clients, establish and maintain active relationships with these people
  • Provide technical, industry and subject matter expertise where required
  • Liaise with clients and build strong relationships
  • Grow existing portfolio by identifying new new, and/or existing opportunities
  • Lead and deliver the end to end ongoing client service, adhering to standardised policies, procedures and service standards
  • Support the BU in accurate budgeting, forecasting and tracking of revenue
  • Deliver high levels of client service in line with standard operating procedures
  • Manage client pricing to ensure each client meets agreed target profitability levels
  • Proactively develop appropriate solutions and proposals for clients to ensure optimum client retention rates
  • Communicate effectively with clients, associates, markets and others where appropriate to maximise service delivery levels
  • Development of service plans that define the engagement and timing of engagement with the client
  • Manage KPIs/SLAs to ensure targets are met
  • Ensure adherence to Group policies, procedures and all regulatory requirements
  • Provide feedback on corrective action required to retain clients or enhance process performance, actively supporting the implementation of any actions that are put in place
  • Responsibility for supporting the drive of the sales process and business area practice activity in relation to winning, retaining and developing profitable new clients
  • Develop and maintain a pipeline of prospects including research, initiation of contact, meetings, responding to RFPs, new business presentations, accurately maintaining the CRM database in order to create and convert sales opportunities
  • Respond quickly and accurately to new business introductions
  • Actively identify opportunities to work with colleagues across the business to capitalise on account penetration and cross selling opportunities
  • Develop and maintain knowledge of relevant products and services offered by Willis Towers Watson
  • Networking – internally with other Business units and particularly Private Clients and Superyachts as part of the Global Asset Protection team
  • Placement Management
  • Work closely and maintain working relationships with key market contacts (and the Business leads) as required
  • Ensure transparency of agency and other commitments made to carriers and clients
  • Manage compliant processing of contracts as per FCA and contract certainty requirements
  • Assist with loading of data into the relevant Willis Towers ie check policies, market presentations and client documentation as appropriate
  • Assist with and design programme and pricing structures to best meet the client’s needs based on knowledge of the client, the insurance market and industry sector proposition
  • Deliver optimisation of revenue from new and existing clients through the use of the full range of appropriate placement channels and markets for the specific client segment of the business
  • Ability to understand a client or prospect’s business, situations, opportunities, problems and key issues
  • Ability to manage relationships and negotiate placement with the insurance market
  • Prepare client and prospect presentations considering the impact of client profitability
  • Work with Sales Team in determining appropriate solutions and structuring and pricing the deal
  • Identify appropriate markets and determine placing strategy
  • Create and grow relationships with underwriters in London and international markets
  • Experience in pricing and designing conceptual programmes
  • Participate in information gathering exercises
  • Ensure ongoing compliance with Willis Towers Watson guidelines and procedures
The Requirements

  • Proven track record of delivering high levels of client service and broking
  • Strong practical knowledge of account development and appropriate tools to achieve this aim
  • Experienced knowledge of the Bloodstock and Livestock industries
  • Experienced at new business sales process and track record of converting prospects to clients
  • Skilled at building effective relationships, at all levels, with clients, prospects, associates, insurers and external specialists
  • Ability to represent the practice and Willis Towers Watson with integrity and credibility
  • Strong communication, negotiation and influencing skills
  • Experience of working with and adhering to processes and systems to support client service delivery
  • Spoken and written Spanish, French and Italian a definite advantage

Equal Opportunity Employer