CRB Philippines – P&C and Global

The Role

The P&C and Global Associate manages day‑to‑day account delivery for corporate and global network clients within CRB Philippines and serves as a key point of contact for routine servicing matters. The role leads coordination of placement and renewal activities, supports inbound and outbound global program servicing, maintains contract certainty and documentation quality, and delivers service standards/SLAs aligned to WTW governance, network protocols and client outcomes. Working closely with internal specialist teams (Placement, Specialty, Claims, Engineering and Risk & Analytics), WTW network offices and insurer partners, the Associate supports innovation in client solutions—including alternative risk transfer and structured risk financing options where appropriate, while strengthening client retention and contributing to growth through account planning support, opportunity identification, cross‑sell referrals and stewardship/renewal presentations.

Key Responsibilities

• Manage end‑to‑end servicing and account delivery for assigned corporate and global network clients (new business and renewals), acting as the primary day‑to‑day contact for routine matters. Coordinate data gathering, exposure analysis, market submissions, quotations, credit control monitoring and claims follow‑ups, delivering to agreed service standards/SLAs and quality targets.

• Coordinate WTW global network servicing requirements for inbound and outbound multinational accounts, including local policy issuance, premium and documentation follow‑ups, evidence of cover/certificates, network instructions, local regulatory requirements, and timely updates to producing offices, local clients and internal stakeholders.

• Act as a reliable liaison between CRB Philippines, WTW network offices and global client service teams by managing referrals, clarifying service expectations, escalating issues appropriately, and ensuring local delivery remains aligned with global program standards, agreed protocols and client commitments.

• Build and maintain a detailed understanding of each client’s business, risk profile, loss history and insurance requirements; support renewal and placement strategy by coordinating with Specialty, Placement and insurer partners to structure fit‑for‑purpose P&C programs (e.g., Property, BI, Liability, Motor, Marine) and other relevant lines, and clearly communicate options and recommendations to clients.

• Support account management activities by maintaining account plans and key stakeholder maps, scheduling and preparing for client touchpoints (stewardship reviews/QBRs/renewal meetings), and tracking actions, decisions, risks and opportunities to closure.

• Support innovation in risk financing solutions by helping assess, model and position alternative risk transfer options (e.g., higher retentions/deductible optimization, captive/fronting arrangements, parametric covers, structured programs) in collaboration with Specialty and Placement colleagues, and support the preparation of client-ready materials and recommendations aligned to risk appetite and WTW solutions.

• Proactively manage client expectations by setting timelines, providing regular progress updates, and leading service recovery/escalations when issues arise; coordinate internal and market stakeholders to resolve matters efficiently and protect the client relationship.

• Partner with Specialty, Claims, Engineering and Risk & Analytics (ER&A) teams to deliver coordinated client solutions (risk engineering insights, analytics, benchmarking and claims advocacy), improving risk outcomes and reinforcing WTW’s integrated value proposition.

• Manage documentation timelines and contract certainty—from bind instructions through issuance of policies, endorsements, binders and certificates—ensuring accuracy, completeness, and on‑time delivery to clients and internal stakeholders.

• Support contract certainty and technical quality by validating coverage terms, limits, deductibles, warranties/conditions and policy wordings against placement instructions; escalate gaps, manage approvals, and ensure compliance with WTW governance, controls, and applicable regulatory requirements.

• Maintain effective working relationships with insurers, adjusters and claims partners; support negotiations and problem resolution (coverage interpretation, documentation discrepancies, claims servicing) to achieve timely, commercially sound outcomes for clients.

• Lead routine client communications and meetings for assigned accounts (as appropriate), providing timely, accurate responses and proactive status updates regarding coverage, placement progress, documentation, premium movements and servicing requirements; document minutes/actions and follow through to completion.

• Drive servicing‑led growth and retention by managing the renewal timetable, supporting stewardship/QBR and renewal presentations, and tracking opportunities and actions. Identify cross‑sell/upsell needs, collaborate with Sales/Growth colleagues and specialists to strengthen WTW value propositions, and improve win rates for broker and advisory appointments.

• Demonstrate operational excellence by maintaining complete and audit‑ready account files, following agreed processes, keeping accurate records in broking systems, producing required management information (MI), monitoring service KPIs/SLAs, completing quality checks, and proactively managing risks, controls and governance checkpoints.

• Develop working knowledge of WTW Health, Wealth and Career solutions to identify broader client needs; initiate warm referrals, coordinate internal handoffs, and help progress opportunities alongside CRB servicing activities.

• Contribute to projects, process improvements and client initiatives as required to support team, business and client objectives.

• Undertake additional account support, projects and responsibilities as assigned to meet business and client objectives.

Key Performance Measures

• Renewal and placement timeliness: key milestones met (data capture, submission, quote, bind and issuance) in line with agreed timelines

• SLA/KPI attainment: turnaround time on client and internal requests; proactive status updates delivered as agreed

• Contract certainty and documentation quality: accuracy/completeness of policies, endorsements, certificates and wordings; minimal rework and exceptions

• Global network servicing quality: responsiveness to producing offices and network partners; timely completion of local policy issuance, certificates/evidence of cover, network instructions and required updates for multinational accounts

• Client experience and retention: feedback scores, renewal/retention outcomes, and quality/timeliness of stewardship/QBR and renewal materials

• Account governance cadence: agreed client touchpoints delivered (stewardship/QBR/renewal meetings) with minutes, action logs and stakeholder updates completed on time

• Action and issue management: percentage of actions closed within agreed dates; effectiveness and timeliness of escalations/service recovery

• Claims servicing effectiveness: responsiveness, coordination quality and cycle time for key claim activities/updates (in partnership with Claims)

• Financial accuracy: premium movements, invoicing/credit control follow‑ups and reconciliation accuracy

• Growth contribution: number/quality of organic revenue opportunities and cross‑sell referrals initiated, opportunities progressed, and support to win-rate improvement

• Governance and compliance: adherence to WTW processes/controls; audit findings/closures and timely completion of mandatory requirements