Sales / Implementation Consultant

Willis Towers Watson

Company Type

Job Description

The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at

The Business

Position Locations:


  • Tempe, AZ
  • Minneapolis, MN
  • San Diego, CA
  • Mt. Laurel, NJ
  • Pittsburgh, PA
  • Richardson, TX

Co-located with one of the Benefits Outsourcing Service Center locations


Position Overview:

This position is responsible for the leading the service center implementation activities of new pension and health & welfare outsourcing clients.

Responsibilities include:

  • Consulting on best practices
  • Collecting requirements and other documentation
  • Managing scope
  • Participating in new business activities
  • Developing and delivering training
  • Client satisfaction

This leader will collaborate in designing and implementing improved processes, tools, and technology that contribute to more successful implementations and transitions to ongoing service delivery; including higher quality and more efficient use of resources.  They will be required to work with leaders and other experts in customer service, technology, and benefits administration.

This position requires up to 50% travel

The Role

  • Manage client implementations,
    • Manage scope according to contracts and agreements with the client
    • Gather requirements and documentation required to implement customer service delivery, technology, and train service center team
    • Develop and execute training plans to successfully launch the services for the new client
    • Resolve escalated client issues as needed
    • Provide effective transition of project to ongoing customer service manager
    • Provide feedback and contribute input to people management activities
    • Participate in continuous development and growth of associates
    • Foster teamwork, positive morale, open communication and “make this a great place to work”.
  • Participate as the Service Center subject matter expert in new business opportunities.
    • Develop cost estimates and proposals
    • Represent the Service Center in site visits and sales meetings. Participation includes leading the discussion of our Service Center processes, capabilities, technology, and results.
  • Contribute to the consistent application and development of best practices:
    • Ensure proper practices are in place and that standardized work processes, tools, and methodologies are being used
    • Implement standardized work processes, tools, and methodologies
    • Collaborate with managers and workforce management to develop initial staffing plans which:
      • Maximize utilization and productivity
      • Meet our client obligations
      • Exchange information, coordinate activities and negotiate solutions with co-workers company-wide.
      • Other duties as assigned

•        Provide domain knowledge for service center and benefits administration technologies to consult with clients and translate the requirements into service delivery.

•        Train, mentor and develop associates in the Service Center.

Job Requirements

The Requirements

  • Bachelor’s degree.  Advanced degree or certifications preferred (MBA, CEBS, SPHR, etc.)
  • Minimum 8-10 years of experience in Customer Service, including call center management responsibilities
  • Proven experience with new business and marketing activities
  • Working knowledge of health & welfare and defined benefit pension plans
  • Experience with developing and delivering effective training content
  • Strong interpersonal skills particularly in resolving group management issues.
    • Demonstrate strong written and verbal communication, time management, and project organization skills.
    • Ability and desire to promote professional development of associates.
    • Ability to motivate group members to initiate process improvements.
    • Ability to solve difficult problems in a complex environment.
    • Be available for extended work hours as needed.
    • Demonstrate client service focus and flexibility in supporting client requests.
    • Demonstrate commitment to quality and continuous improvement.
    • Demonstrate a desire to learn and accept new challenges.

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson.

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity: Know your rights.

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Confirmed 30+ days ago. Posted 30+ days ago.

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