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Carrier Operations Team Lead

Company: Willis Towers Watson
Location: Buffalo
Posted on: October 18, 2019

Job Description:

The Requirements


  • Desire to learn, accept new challenges, and have fun!
  • Prior experience working on or closely with Carrier Operations team and team leaders
  • Understanding of the fundamentals of health and welfare and broader benefit plan design preferred
  • Ability to quickly become an expert on our proprietary platform and consult on capabilities
  • Strong analytical, integrative and problem solving skills
  • Strong interpersonal skills and client service orientation
  • Ability to respond strongly and positively to challenging work and deadlines
  • Ability to work successfully at both a strategic and tactical level with clients and senior management
  • Excellent verbal and written communication skills; high attention to detail; ability to clearly and confidently explain new concepts to audiences
  • Ability to work both independently and on client teams, including virtual work teams with members in different geographic regions
  • Strong organizational abilities and flexibility to work in a performance driven environment managing multiple project priorities
  • Sense of accountability, owning ones work and taking pride in it; commitment to quality and continuous improvement
  • Ability to travel and work extended hours as needed


    EOE, including disability/vetsOur Group Exchange business provides benefits administration and outsourcing solutions to many of the worlds leading organizations. Our purpose is to help our clients employees realize the full potential of their benefits; helping them be happier, healthier and more secure.

    Awards & Recognition:


    • The International Association of Outsourcing Professionals (IAOP) has named Willis Towers Watson a leader on the Global Outsourcing 100 since 2011.



    • Everest Research named Willis Towers Watson a Star Performer in the Leaders category in 2016, and has recognized Willis Towers Watson as an industry leader since 2010.



    • Fortune magazine ranked Willis Towers Watson number one in the diversified outsourcing industry on its annual Worlds Most Admired Companies list in 2015.



    • Willis Towers Watson has been listed on Fortune magazines Worlds Most Admired Companies list since 2012.



      The RoleAs a Carrier Operations Team Lead, you will be responsible for managing a team of Project Managers as well as serve in a Project Manager role. The Carrier Operations team plays a key role for our business by serving as the link between external carriers and vendors and our internal operations teams. You will contribute to the implementation of new carriers, vendors, products, and services, ensuring all product or service requests are supportable, documented, and operationally sound. You will also consult with carriers and vendors concerning system, plan administration, and testing best practices and provide ongoing relationship management.

      Associate must be located in Buffalo, NY.

      Responsibilities:

      • Manage a team of Project Managers and/or Specialists who handle day-to-day carrier operations
      • Monitor team performance and report on metrics
      • Provide 1:1 coaching and training as needed to team members
      • Communicate clear instructions and direction to team members
      • Identify training needs and provide coaching
      • Listen to team members feedback and resolve any issues or conflicts
      • Responsible for distributing accounts and workload fairly across team
      • Recognize high performance and reward accomplishments
      • Assist with and/or resolve issues escalated beyond team members
      • Organize and lead meetings with stakeholders to: establish project parameters and ensure complete understanding, review plan and system vetting results and suggestions, provide ongoing updates as project moves forward, and resolve any issues that may arise.

      • Responsible for developing requirements documentation and working closely with carrier partners to complete documentation for each new product offering (including plan design, system requirements, and operational alignment).
      • Act as subject matter expert on system compatibility, working with carriers and vendors to pursue alternatives where necessary.
      • Manage assigned carrier relationships across all system and operational needs on an ongoing basis after completing initial setup.

      • Represent internal operations perspective and priorities to carriers and vendors.
      • Oversee and support system configuration based on client requirements.
      • Coordinate testing and change requests to ensure completeness and accuracy. Work closely with internal teams to ensure project requirements/requests for changes are understood and within standards.
      • Provide guidance to carrier and broker partners and other team members regarding best/standard practices in system design and operational processes.
      • Act as point of escalation for other operations teams to resolve carrier issues at the relationship level, including changing and improving internal and carrier processes as needed.

      • Provide guidance/assistance to team members where needed to help ensure issues are resolved by assigned due date. Escalate concerns with ability to meet due dates to stakeholders.
      • Lead client requirements meetings as needed. Maintain and update all requirements documents, ensuring adherence to standards.
      • Research issues and cases to determine root cause and provide impact analysis for ongoing issues and changes and requests for new functionality.
      • Assist with analysis of data issues that impact carriers and clients.

Keywords: Willis Towers Watson, Tonawanda , Carrier Operations Team Lead, Other , Buffalo, New York

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