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About the Role

This role involves working closely with Brokers and Client Relationship Managers to understand client needs and provide solutions. It focuses on delivering excellent ongoing service throughout the client's policy lifecycle, applying business unit policies, and offering technical expertise.

Responsibilities

• Work alongside Brokers and Client Relationship Managers to understand client business and risk management needs, identifying solutions.
• Provide excellent ongoing service throughout the client's policy lifecycle.
• Understand and apply business unit policies and procedures.
• Provide technical, industry, and subject matter expertise.
• Leverage expertise from specialist technical teams within the Business Unit and across the Group for client benefit.
• Liaise with clients and build strong relationships.
• Work with and provide direction to the Mumbai Placing & Billing Team for MRCs, Invoices, and Evidence of Covers.
• Produce renewal documentation with guidance from brokers and support from the Mumbai Placing & Billing Team.
• Coordinate with the Mumbai Placing & Billing Team on queries, errors, and revisions.
• Issue accurate documentation to clients in a timely manner.
• Respond quickly and accurately to new business requests.
• Maintain the placement file on the Electronic Filing System/Document Management System (DMS).
• Conduct Know Your Customer (KYC) checks and refreshers.
• Perform Sanctions Checks on the SMART tool, coordinating with the Lead Broker on issue resolution.
• Perform Third Party Approval process by populating the Third-Party Scorecard, coordinating with the Lead Broker on issue resolution.
• Check Market Security for TOBA status of proposed markets and advise the Lead Broker.
• Check Market Security for the status of carriers used, ensuring necessary documentation is provided to the client.
• Prepare CEM Quote-to-Client (QTC) and Confirmation of Cover (CoC) as requested.
• Verify organization setup on Eclipse and initiate actions if necessary.
• Serve as the first point of contact for internal queries, aiming for independent resolution.
• Check policies, contracts, endorsements, market presentations, and client documentation before issuance.
• Provide accurate mid-term adjustment documentation to clients as required.
• Deliver high-level end-to-end client service, adhering to Willis Towers Watson Group policies, procedures, and regulatory requirements.
• Respond to clients in a timely manner to ensure optimum client retention rates.
• Communicate effectively with clients, associates, markets, and others to maximize service delivery.
• Manage Key Performance Indicators (KPIs)/Service Level Agreements (SLAs) to ensure targets are met.
• Support the implementation of new processes/procedures.
• Ensure adherence to Group policies, procedures, and all regulatory requirements.
• Support the overall operational governance and decision-making process.
• Support management and Willis Towers Watson in managing risks applicable to the Business Unit.
• Perform any other duties commensurate with the position or level of responsibility.

Requirements

• Understand client business and risk management needs.
• Apply business unit policies and procedures.
• Provide technical, industry, and subject matter expertise.
• Liaise with clients and build strong relationships.
• Coordinate with the Mumbai Placing & Billing Team.
• Conduct Know Your Customer (KYC) checks.
• Perform Sanctions Checks on SMART tool.
• Perform Third Party Approval process.
• Check Market Security for TOBA status.
• Check Market Security for carrier status.
• Prepare CEM Quote-to-Client (QTC) and Confirmation of Cover (CoC).
• Check organization setup on Eclipse.
• Resolve internal queries independently.
• Check policies, contracts, endorsements, market presentations, and client documentation.
• Provide mid-term adjustment documentation.
• Ensure adherence to Willis Towers Watson Group policies, procedures, and regulatory requirements.
• Manage KPIs/SLAs.
• Support new process implementation.
• Support operational governance and decision-making.
• Support risk management.

Skills

• Client service
• Risk management
• Technical expertise
• Industry expertise
• Subject matter expertise
• Relationship building
• Communication
• Problem-solving
• Documentation production
• Data entry
• Compliance
• KYC procedures
• Sanctions checks
• Market analysis
• Policy checking
• Contract checking
• Endorsement checking
• KPI management
• SLA management