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WTW · 12 hours ago

Surety Client Service Lead

Dallas, TX

Full-time

Hybrid

Senior Level

5+ years exp

WTW is a company dedicated to delivering exceptional client service and operational excellence. The Client Service Lead is responsible for managing a team of Client Service Specialists, ensuring high client retention, and fostering a culture of performance and accountability.

ConsultingInformation TechnologyInsuranceMedicalService Industry

No H1B

Hiring Manager

Yoshikazu Ohkawa

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

P&C licensedSurety experienceOrganization abilitiesLeadership skillsCommunication abilitiesContinuous improvementEpic experienceTinubu experienceTeam management

Required

P&C licensed

Minimum – 5-7 years of relevant working experience in a Surety environment

Strong leadership and team management skills

Excellent communication and organization abilities

Commitment to continuous improvement and innovation

Preferred

Experience in Epic & Tinubu preferred

Benefits

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.