The posting
Job Description
The North America Client Delivery and Service Lead is a leadership role responsible for the quality, consistency and scalability of client service delivery across North America Construction. Reporting to, and working in close partnership with the North America Head of Operations, this leader directly or indirectly oversees the Associate Client Advocate (ACA) colleagues and ensures they are equipped, developed and held accountable for delivering an exceptional client experience.
The role bridges operational strategy and day-to-day execution. It translates the Head of Operations’ priorities into standards, processes and performance expectations for the ACA team, while serving as an escalation point for complex client service, renewal and servicing matters. The Lead partners with Client Advocates, Client Specialists, Broking and Sales to retain and grow client relationships and to drive operational excellence across the full client lifecycle.
Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.
The Role
- People Leadership: Lead, coach and develop the ACA team, including hiring, onboarding, goal setting, performance management, compensation recommendations and succession planning. Build a pipeline of future Associate Client Advocates and team leaders.
- Client Delivery Oversight: Provide oversight of client-level service delivery, including renewal execution, service plans, policy checking (second pair of eyes review), audits, certificates of insurance, invoicing, and surplus lines filings.
- Escalation Management: Serve as the senior escalation point for client service issues, working with the Head of NA Construction Operations, and Service Liaisons to resolve matters quickly while protecting client relationships.
- Service Standards and Quality: Define, implement and monitor consistent service standards, workflows and quality controls across the ACA team, adapting to local market and client needs.
- Compliance and Risk: Ensure legal, regulatory, licensing and compliance requirements are met on all client programs, and that ACAs maintain required licenses and continuing education.
- Performance Metrics: Establish and track KPIs for service delivery, client retention, renewal timeliness, E&O risk, colleague engagement; report results and trends to the Head of Operations and leadership.
- Workload and Resource Allocation: Balance ACA workloads and capacity across books of business, and recommend staffing and resourcing changes in partnership with the Head of Operations.
- Process Improvement: Identify inefficiencies and redesign client service processes for scale and consistency, leveraging WTW technology, automation and data-driven insights.
- Client Retention and Growth: Partner with Client Advocates, Sales and Broking to support retention, defensive RFP responses, and identification of growth opportunities within existing client relationships.
- Operational Partnership: Collaborate with the Head of Operations on budgeting, forecasting, talent strategy and North America operating priorities, and align with peers across Operations, HR and IT to ensure consistency with global practices.
- Talent Strategy: Identify skills gaps and design development plans, training and mentorship programs to ensure the ACA team is ready for future business needs.
Responsibilities
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Qualifications
The Requirements
- Education: Bachelor’s degree in business administration, risk management, insurance or a related field, or equivalent experience.
- Experience: Minimum of 10 years of commercial Property & Casualty insurance or brokerage experience, including at least 5 years in a client-facing account management or service leadership role; prior people-management experience required. Construction industry experience preferred, but not required.
- Technical Knowledge: Deep knowledge of commercial P&C coverage forms, the end-to-end renewal process, and brokerage service delivery and operations; working knowledge of WTW systems and tools preferred.
- Licensing: Active insurance broker P&C license required, or ability to obtain one within the required timeframe. Designations such as CPCU, ARM, CIC, CRIS or CRM preferred.
- Leadership Skills: Proven ability to lead, coach and develop client service professionals, manage performance, and build a culture of accountability, collaboration and continuous improvement.
- Analytical and Process Skills: Ability to analyze workflows, identify inefficiencies and implement scalable improvements; comfortable using data and KPIs to drive decisions.
- Communication: Excellent verbal, written and presentation skills, with the ability to engage credibly with clients, colleagues and senior leaders on complex or technical topics.
- Travel: Willingness to travel domestically as needed to meet with colleagues and clients, as needed.
Key Competencies
- Strategic thinking and sound judgment in a fast-paced environment
- Negotiation, conflict resolution and stakeholder management
- Talent development and team building
- Client-centric mindset with a focus on retention and growth
- Adaptability, accountability and resilience
- Ability to influence without authority across matrixed teams
This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.
Company Benefits
WTW provides a competitive benefit package which includes the following (eligibility requirements apply):
- Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
- Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
- Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.
Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.
At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.
We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.
EOE, including disability/vets
