Collaborate with U.S. based Service Center Manager to support ongoing client relationship, requirements and resolve escalated client issues as needed Work with U.S. based Service Center Manager to provide reporting and trend information to clients, make recommendations to clients to improve service and efficiencies Consult internally with other WTW colleagues in order to develop domain knowledge for benefits technologies to consult with clients and translate the requirements into call center system functionality. Provide direct management to team members.  Train, mentor and develop staff in the Service Center. Perform ongoing feedback, reviews and participate in other people management activities Assist associates with career development Foster teamwork, positive morale, open communication and “make this a great place to work”. Drive consistent team methodology, process and deliverables.  Ensure that standardized work processes, tools, and methodologies are being used to improve quality and profitability Implement standardized work processes, tools, and methodologies within the group to improve quality and profitability Balance workload and maximize utilization for the group. Resolve team/resource issues or elevate to service center leadership as needed.
  Bachelor’s degree (preferred)Strong customer services focus (minimum 4 years’ experience in Customer Service setting).Working knowledge of health & welfare and/or defined benefit pension plansAt least 2 years’ experience with people managementStrong interpersonal skills particularly in resolving group management issues.Demonstrate strong written and verbal communication, time management, and project organization skillsStrong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same timeAbility and desire to promote professional development of staffAbility to motivate group members to initiate process improvementsAbility to learn new technologies and solve problems in a complex environment Be available for extended work hours as neededDemonstrate client service focus and flexibility in supporting client requestsDemonstrate commitment to quality and continuous improvementDemonstrate a desire to learn and accept new challenges