Client Specialist (CS) - Subject Matter Expert (SME), Night Shift

As the go-to guru within the Client Specialist community, the Client Specialist SME is more than just a subject matter expert—they're a catalyst for excellence. This dynamic role is all about elevating talent, supercharging training, operational efficiency, and supporting CS growth. With boots on the ground and a pulse on performance, the SME delivers real-time guidance, resolves roadblocks, and ensures every CS is empowered to shine.

Principal Duties/Responsibilities

People Development & Training:
• Training Needs Analysis: Conduct 1:1 sessions in collaboration with COSs to reinforce best practices and address performance gaps.
• Training: Support new hire training initiatives and targeted workshops. Conduct and evaluate knowledge tests.
• Coaching & Mentoring: Serve as a mentor and coach to new and existing CSs.
• Performance management: Collaborate with Team Leads to assist with Client Specialists on Performance Improvement Plans.

Operations Management/Operational Effectiveness:
• Training Documentation: Assist in maintaining and organizing training documentation and resources.
• Technical Point of Contact: Collaborate with CS leadership and COSs to identify recurring issues and develop solutions.
• Process Improvement: Participate in weekly or bi-weekly touchpoints with regional teams (e.g., Manila and Mumbai) to align on training, process improvements, and transition planning.

Quality Management:
• Quality Framework: Review and refine work for accuracy and consistency.
• Root Cause Analysis: Support teams in analysing quality errors and sharing insights to prevent recurrence.

Manage Escalations:
• Escalation Management: Act as a first point of escalation for CS-related issues before Team Lead or COS involvement.

Technology/Application Management:
• System Enhancements: Review and assess system enhancement ideas.

Required Qualifications, Skills, Knowledge, Experience

Qualifications:
• Graduate or equivalent relevant experience.
• Proven experience as a Client Specialist managing a book of business with strong performance metrics.
• Knowledge of commercial insurance renewal end-to-end process.
• Proficient with Microsoft Office applications
• Recognized by peers and leadership as a mentor and role model.
• Strong communication and coaching skills; ability to think strategically and adaptively.
• Familiarity with WTW systems, tools, and processes such as Epic, Broking Platform, and internal training systems.

WTW Values and Behaviours
• All colleagues are expected to consistently adhere to and demonstrate our Company Values in every internal and external experience. Our Company Values—client Focus, Teamwork, Integrity, Respect, and Excellence—are more than words. Living our values every day drives our success. They frame our approaches and ways of working and embed the behaviors that drive our performance. Overall individual colleague performance is determined by achieving annual goals/ objectives and demonstrating company values through behaviors.

WTW is an Equal Opportunity Employer