Client Delivery Team Leader - Pension Technology

Summary:As a Client Delivery Team Leader for our Large Market Technology team, you will be a key business leader in helping our business grow and evolve while also meeting and exceeding our outsourcing client expectations.You will have primary responsibility for oversight, management and leadership of the following areas associated with a defined group of clients and colleagues serving them:People: Leadership and management related to a group of colleagues who primarily support the clients assigned to the work team in terms of staffing, resource utilization, career growth and development, engagement and retention.

Client management: Ownership of the technology team staffing and technology scope management. You will partner with you Pension Admin and H&W counterparts on ensuring overall client satisfaction, reference ability, profitability; as well as working on expansion of existing outsourcing relationships by solving our clients’ problems and meeting their administration needs.

Financial management: overall budget responsibility for work you team delivers on your client engagements.

Operational / Quality Management: ensure team(s) are meeting / exceeding client deliverables in a cost-effective manner, including all contractual service level agreements; actively work with team(s) as needed to address any quality concerns, quickly and proactively.

Contribute thought leadership to the overall development of our outsourcing business.

Partner and collaborate with our Large Market Pension Technology leadership team and our broader group of Pension Outsourcing leaders

Promote quality standards and processes throughout all client teams.

Partner with our sales teams on the acquisition of new clients.

You may also support individual client projects, as assigned, as either a Senior Technology Consultant, Implementation Director, or Project DirectorKey Responsibilities:Ensure that outsourcing project teams are delivering against established budget, timeline and quality standards

Actively integrate and build resources into effective client service delivery teams using resources assigned to the team and leveraging core resources, processes, and tools from within the Benefits and Pension Outsourcing business.

Ensure team members develop relationships and skills to ensure coordination in consulting with the client.

Collaborate with leaders across our business to ensure client satisfaction is achieved and client financial performance improves.

Develop a culture of managing the full outsourcing relationship and overall service delivery for a quality outcome.

Act as an escalation point for clients and internal teams to address issues.

Manage team size and utilization – ensuring sufficient resources to deliver quality services and support growth objectives while at the same time balancing it with financial budgets and results.

Own a centralized forecasting process for all assigned clients – the output of which is used as an input into overall business forecasting

Responsible for pay/bonus recommendations and delivery of compensation statements for the team and participate in pay/bonus discussions for entire LOB.

Demonstrate extensive leadership ability by mentoring other consultants and colleagues.

Create and execute on growth and development plans for colleagues on your team: recruitment, recognition/rewards and colleague development of your team

Partner with colleagues from other practices and regions on assignments that achieve the client’s broader business issues.

Demonstrate extensive leadership ability by mentoring other consultants and colleagues.

Accountable for managing colleague engagement and driving new initiatives.

Provide direct management to Team Leads. Ensure client delivery has the proper staffing by working with team leads and practice leadership. Work with teams to understand where there could be efficiencies and escalate these to the leadership team for internal discussion and a development plan.

Continuously look for ways to improve / streamline operations to reduce cost to deliver while at the same time maintaining high quality and client satisfaction.

Ensure compliance with established procedural and audit processes including SOC 1 & SOC2

Review and retain all service level agreements (SLAs) across the client base. Be aware of SLA trends and issues, push functional teams to develop action plans to improve operational failures and celebrate success.

Additional management activities include project staffing, process and procedures, career development, hiring/firing, retention, etc.

The RequirementsSignificant experience and success in leading benefits and/or outsourcing engagements.

Track record of success in managing large client relationships and leading cross-functional teams.

Proven ability to contribute to revenue generation.

Experience in managing multiple people and projects and producing quality deliverables on time and within budget.

Proven ability to recognize and diagnose issues, work in teams, and leverage the resources of other related practices to address client challenges.

An executive presence with polished and well developed written and oral communication skills.

Superior ability to influence and collaborate with senior management and work across all levels of an organization.

Interest and aptitude in keeping abreast of latest developments in benefits and outsourcing plan strategy and contributing to the development of new tools and approaches

Ability to travel and work extended hours as needed

WTW may be subject to mandatory employment-related COVID-19 vaccination requirements. Therefore, to the extent any such mandates apply, you may be required to certify and provide documentation of full vaccination against COVID-19 if you are hired in the U.S. If you accept an offer from WTW and are subject to a mandate but are unable or unwilling to be vaccinated because of medical reasons or sincerely-held religious beliefs, you may request a medical or religious accommodation. If you require an accommodation, the Company will evaluate your request and work with you to identify reasonable alternatives to vaccination, if available.EEO, including disability/vets (https://cdn-static.findly.com/wp-content/uploads/sites/1862/2022/02/08093340/EEO-Policies-for-WTW-Careers-site-2022-2.pdf)