Willis Towers Watson H&B Chicago Mid Market Operations Leader in Chicago, Illinois

H&B Chicago Mid Market Operations Leader

Date Posted: March 10, 2018


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


The business

Our Health and Benefits business helps large and mid-size clients control health and welfare plan costs, improve health outcomes and promote employee engagement through broad-based, state-of-the-art interventions. We provide solutions encompassing creative plan design, vendor evaluation and management, pricing and funding strategies, data analytics, valuation support, compliance and governance strategies. We also provide Specialty consulting services including clinical/health management program design, pharmacy solutions, disability/absence management strategies and claims audit services. Product based solutions such as our pharmacy purchasing coalition round out our broad-based suite of offerings.

The role

As the H&B Mid Market Operations Leader, you will partner with H&B Market Leader to develop and manage H&B growth and profitability for the Mid Market. You will be responsible for developing short and long-term strategies that have high impact on clients/prospects and the business, and translating operations/strategic decisions into specific measureable outcomes. You will have oversight for all talent management activities, including recruiting, assigning, directing, and evaluating work; conducting and/or overseeing performance evaluations; performance coaching, and career development. You will serve as a trusted advisor to senior leadership with influence on key business decisions and initiatives.

Key responsibilities include:

  • Maintain a 50% book of business of clients

  • Manage new business RFP process, including vetting of opportunity and identification of resources and team assignment

  • Accountable for client satisfaction and retention for the market’s book of business. Engage with high value clients on escalated issues and debrief with terminated clients

  • Integrate WTW resources and cross-functional expertise to ensure a comprehensive solution

  • Develop, or support teams in the development of, client strategies to deepen, broaden and build profitable relationships including the addition of other H&B services on existing clients

  • Optimize our scope(s) of service to meet client needs yet also maintain profitability; identify areas for enhancement – either through centralization or better deployment of resources

  • Coordinate cross office client support (OE meetings, carrier contact, RFP support, etc.)

  • Work with marketing to identify plan content focused seminars and events for clients and prospects

  • Determine how to achieve planned results within WTW’s plans, policies, and guidelines

  • Recommend improvements to policies or procedures on issues of high dollar impact to WTW

  • Manage Financial manager and partner with centralized financial resources for revenue recognition, forecasting and timely completion of all Accounting and Settlement activities

  • Responsible for developing, and executing on, strategic staffing plans, including recruitment, deployment, performance management, development and engagement

  • Develop and maintain client team structure – reporting relationships and optimal client service team structure

  • Engage and inspire teams and set direction in order to encourage innovative thoughts and ideas in implementation of recommendations and solutions

  • Create a work environment in the local H&B team that supports the values of the company

  • Manage the overall talent pool pipeline within Market(s)

  • Hire and develop the best talent that will deliver the highest quality work for our clients

  • Responsible for efficiency/effectiveness (ROI) of client services; review Scope of Services/Statement of Work against revenue

  • Manage the consistent use of client retention tools

  • Own WEM and ensures teams compliance – maintain Green status

  • Participate in focus/work groups around OIP strategy & process

  • Serve as escalation point for issues between local office & HCP Support Team (OIP)

  • Champion and ensure successful adoption of company policies and company initiatives


  • Experience demonstrating leadership skills with colleagues and clients: answering challenging questions and making challenging decisions with minimal guidance from senior colleagues

  • Typically requires Bachelor’s degree and a minimum of 10 years of experience in related field (at least 7 years in consulting) OR Master’s and generally a minimum of 8 years of experience in related field

  • Independently gains cooperation and commitment from others through personal influence and understanding of business priorities (both WTW and clients)

  • Develops collaborative relationships and builds trust with key stakeholders (both WTW and clients)

  • Develops strong cross-LOB relationships

  • Develops a network of connections across the company

  • Particularly effective in interacting and influencing senior level executives at client/prospect

  • Collaborates with other H&B Operations Leaders from across the Region and Nationally

  • Individual will still maintain an active role in direct client service (at least 50% of time)

The Company

Willis Towers Watson 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, Willis Towers Watson 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 willistowerswatson.com.

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity: Know your rights.

Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson.


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


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  • Location:Chicago, IL, US

  • Date Posted:March 10, 2018