About this role
Willis Towers Watson (NASDAQ: WLTW) 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 45,000 employees serving more than 140 countries and markets.
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.
Job Summary:
High-performing institutions cultivate and grow talent, carefully balancing costs and rewards. From employee benefits to executive compensation, we take a rounded perspective, based on leading-edge thinking, data, analytics and software, unearthing new ways to motivate people, foster wellbeing and implement solutions that work.
Roles & Responsibilities:
KPI Management
Consistently provide a quality customer experience to clients/members.
Deal with queries and requests by the use of standard letters and reference to procedures.
Recognise and escalate potential problem and potential complaint cases.
Ensure complaints procedure is adhered to and that all complaints are immediately notified to Senior Administrator.
Seek clarification where errors are made.
Monitor own workflow to ensure service levels are achieved.
Prioritise and manage own workload and maintain a rolling schedule of objectives.
Accurately perform manual calculations.
Know and live the firm’s values.
Communicate effectively with client/members via the emails/letters.
Continuously seek to identify areas where the service to clients/members could be improved and communicate to the Senior Administrator/Team Leader.
Operations Management/Operational Effectiveness
Participate and contribute in team huddles.
Proactively support key initiatives that have been delivered to implement change.
To ensure any feedback (including breach/errors) found in the process is informed to the team Manager instantly.
Other facts
About WTW
At WTW (NASDAQ: WTW), we provide data-driven, insight-led solutions in the areas of people, risk and capital. Leveraging the global view and local expertise of our colleagues serving 140 countries and markets, we help you sharpen your strategy, enhance organizational resilience, motivate your workforce and maximize performance.
What you'll do
- The role involves managing KPIs and ensuring a quality customer experience for clients and members. Responsibilities include handling queries, monitoring workflow, and seeking service improvement opportunities.
Ready to join WTW?
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