WTW · 5 months ago
Surety Client Service Lead
10 State House Square, Hartford, CT, 06103, US
Full-time
Onsite
Senior Level, Lead/StaffWTW is a leading global advisory, broking, and solutions company, and they are seeking a Surety Client Service Lead. This role is responsible for managing Client Service Specialists and delivering exceptional client service while driving operational excellence and fostering a culture of accountability and innovation.
ConsultingInformation TechnologyInsuranceMedicalService Industry
No H1B
Responsibilities
Lead and supervise team members, promoting performance, teamwork, and knowledge sharing
Conduct monthly team meetings focused on development and feedback
Communicate corporate directives and ensure adoption of processes and procedures
Ensure professional handling of client programs including placement, capacity, rates, indemnity, and marketing
Recruit, interview, hire, train, and mentor new colleagues
Oversee seamless account onboarding
Engage internal resources & assist in resolution of client issues while focusing on areas of opportunity
Maintain a client retention rate of 95% or higher
Meet all client deadlines and respond to inquiries within SLA (e.g., acknowledgment within 24 hours)
Seamlessly transition new and reassigned accounts using standardized templates and trackers
Demonstrate urgency and initiative in resolving client issues and supporting Client Service Specialists
Demonstrate ability to effectively communicate with internal and external clients/peers/sureties
Support other Surety staff as needed
Drive adoption of centralized processes and technology tools
Ensure compliance with WTW procedures to eliminate errors and omissions
Maintain data integrity in client and WTW records
Attend client meetings as required
Qualification
Required
Proactive, detail-oriented professional
Ability to lead by example
Drive operational excellence
Foster a culture of accountability and innovation
Lead and supervise team members
Promote performance, teamwork, and knowledge sharing
Conduct monthly team meetings focused on development and feedback
Communicate corporate directives and ensure adoption of processes and procedures
Ensure professional handling of client programs including placement, capacity, rates, indemnity, and marketing
Recruit, interview, hire, train, and mentor new colleagues
Oversee seamless account onboarding
Engage internal resources & assist in resolution of client issues while focusing on areas of opportunity
Maintain a client retention rate of 95% or higher
Meet all client deadlines and respond to inquiries within SLA (e.g., acknowledgment within 24 hours)
Seamlessly transition new and reassigned accounts using standardized templates and trackers
Demonstrate urgency and initiative in resolving client issues and supporting Client Service Specialists
Demonstrate ability to effectively communicate with internal and external clients/peers/sureties
Support other Surety staff as needed
Drive adoption of centralized processes and technology tools
Ensure compliance with WTW procedures to eliminate errors and omissions
Maintain data integrity in client and WTW records
Attend client meetings as required
Company
WTW
WTW is a global advisory and solutions company that helps clients around the world turn risk into a path for growth.
Founded in 1828
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.75B2025-12-15Post Ipo Debt· $1B
2024-02-28Post Ipo Debt· $750M
2021-09-30Post Ipo Equity
Leadership Team
Andrew Krasner
Chief Financial Officer
Tom Finan
Senior Vice President / Cyber Tech E&O Insurance Broker
Recent News
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