Willis Towers Watson Client Manager in Redhill, United Kingdom

Client Manager

Date Posted: March 20, 2018


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


The role of Client Relationship Manager (CRM) is to protect and grow revenue from existing pension administration clients, ensure a high level of quality service delivery and client satisfaction and continually work to develop and grow our TAS business, as well as seeking opportunities to introduce WTW service lines outside of TAS. This is achieved through involvement in new business development, service enhancements, service diversification, keeping updated with legislative / technological changes and maintaining a good overall market awareness.

The Role

The key objectives of a CRM are to:

•Build long term mutually beneficial relationships with our clients at all levels, including both Trustee and corporate

•Understand our clients, their organisation, culture, people, challenges, direction and priorities

•Adapt our behaviours, style and service along with our client teams

•Maintain an open dialogue, requesting performance feedback for ourselves and teams and acting on it

•Guide the TAS client service teams to ensure alignment with the above relationship objectives

•Offer client a single senior (and trusted) point of contact on material / strategic issues (noting the need for broader and multiple relationships relevant to the subject matter)

•Add value by sharing new ideas, market trends and innovations, ensuring their services evolve in line with our own

•Own all contractual arrangements, commercial and financial, covering the both the initial term and renegotiation of subsequent extensions

•Proactive retention planning for contract extensions, avoiding full tender scenarios through service excellence where possible

•Sponsor all significant change projects ensuring a successful outcome on robust commercial terms

•In conjunction with Operations Management, ensure all service agreements, delivery promises and performance standards are met

•In conjunction with Operations Management, review client services and profitability regularly, taking action where necessary

•Ensure optimal use of our Global Operating Model in delivering services

•Identify and mitigate threats to WTW services

•Ensure TAS is engaged when delivering multi-business services

•Identify and leverage opportunities to expand TAS services and gain wider client exposure to other WTW businesses

•Champion Professional Excellence principles, especially on high risk projects

•Recognise and promote the importance of technology to our client & member services and participate in its evolution.

•Build strong internal networks within WTW to foster close collaboration and understanding on complex projects both within TAS and across business lines so we present a unified service to our clients.

Personal Development:

•Understand and develop the business and live and promote the firm’s values

•Keep abreast of all changes in legislation, and manage the impact on client services, procedures and fees

•Maintain a good working knowledge of all TAS systems and products

•Actively contribute to all aspects of Business Development when required

•Contribute the client perspective on internal projects e.g. legislative change, product/technology developments

Contribute to the resource strategy, recruitment plan and career development of the CM team as well as the future pipeline of up and coming talent (e.g. through our mentoring programme).

The Requirements:

•Experience as a CRM within a pension administration (or consulting) environment is essential

•Proven ability to manage a large and challenging portfolio of clients

•Experience of managing and developing senior relationships with clients at both a trustee and corporate level

•Commercial focus and aptitude, covering both growth and margin

•Proven interpersonal skills, to include communication and negotiation

•Extensive experience of outsourced administration design, delivery and development

•Extensive experience of dealing with the governance and management of occupational DB and DC pension schemes

•In depth understanding of the pensions industry (both historical and forward looking)

•Awareness of the increasing role of technology and experience of delivering technology based solutions as part of the overall service

•PMI qualification desirable.

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 believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at Willis Towers Watson.

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. Willis Towers Watson is an equal opportunity employer.


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


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  • Location:Redhill, England, GB

  • Date Posted:March 20, 2018