The Role
People Development & Training:
- Training Needs Analysis: Conduct 1:1 sessions in collaboration with COSs to reinforce best practices and address performance gaps.
- Training: Support new hire training initiatives and targeted workshops. Conduct and evaluate knowledge tests.
- Coaching & Mentoring: Serve as a mentor and coach to new and existing CSs.
- Performance management: Collaborate with Team Leads to assist with Client Specialists on Performance Improvement Plans.
Operations Management/Operational Effectiveness:
- Training Documentation: Assist in maintaining and organizing training documentation and resources.
- Technical Point of Contact: Collaborate with CS leadership and COSs to identify recurring issues and develop solutions.
- Process Improvement: Participate in weekly or bi-weekly touchpoints with regional teams (e.g., Manila and Mumbai) to align on training, process improvements, and transition planning.
Quality Management:
- Quality Framework: Review and refine work for accuracy and consistency.
- Root Cause Analysis: Support teams in analysing quality errors and sharing insights to prevent recurrence.
Manage Escalations:
- Escalation Management: Act as a first point of escalation for CS-related issues before Team Lead or COS involvement.
Technology/Application Management:
- System Enhancements: Review and assess system enhancement ideas.
The Requirement
Qualifications:
- Graduate or equivalent relevant experience.
- Proven experience as a Client Specialist managing a book of business with strong performance metrics.
- Knowledge of commercial insurance renewal end-to-end process.
- Proficient with Microsoft Office applications
- Recognized by peers and leadership as a mentor and role model.
- Strong communication and coaching skills; ability to think strategically and adaptively.
- Familiarity with WTW systems, tools, and processes such as Epic, Broking Platform, and internal training systems.
WTW is an equal opportunity employer.