Client Service and Delivery Manager

Role Overview

Mid-level Client Service and Delivery Manager on WTW’s Via Benefits client management team. This role manages client relationships for Via Benefits retiree services and programs within the Individual Marketplace service line.

Responsibilities

• Retain, grow, and manage large client account portfolios; partner with the client management team.
• Build credibility and trust by developing and implementing new solutions as a subject matter expert.
• Take a consultative approach: understand client needs and business issues and incorporate them into broader solutions.
• Consult with multiple client stakeholders on service, communications, and funding strategies (including senior HR and C-suite).
• Become highly functional in Excel to prepare, analyze, and present operational and financial data.
• Analyze and interpret statistical and benefits data (directly or via internal/external partners).
• Work with supporting teams to oversee administration and ensure service delivery meets contract requirements.
• Proactively identify customer concerns to support satisfaction and retention.
• Prepare and deliver reporting to clients and internal partners.

Requirements

• Bachelor’s degree required.
• 7+ years of insurance industry experience servicing accounts.
• 7+ years successfully managing an employer/client book of business.
• Experience in healthcare benefits administration or medical insurance; strong knowledge of medical and/or Medicare insurance products (Medicare knowledge is a plus).
• Strong consultative problem-solving and project management skills.
• Ability to build, maintain, and manage multiple senior-level client relationships and projects.
• Subject matter expertise in Medicare, Health Reimbursement Arrangements (HRAs), and internal business processes.
• Ability to thrive in a fast-paced, high-email-volume environment with seasonal workload fluctuations.

Nice to Haves

• Prior experience with Medicare-specific products and/or retiree Medicare services.
• Experience with client-facing consultative roles involving HR and executive stakeholders.