WTW

Role Description The Service Unit Manager is responsible for leading and developing a high-performing remote customer service team at CEBT. This role oversees six direct reports and an additional six team members through subordinate leaders. The Service Unit Manager is accountable for workforce planning, employee development, customer service excellence, operational efficiency, and fostering a positive, inclusive team culture. The ideal candidate is a reliable self-starter who responds quickly to business needs, solves complex problems effectively, and builds strong relationships across a diverse and distributed workforce. Key Responsibilities - Team Leadership & Development - Lead, coach, and develop six direct reports and indirectly support an additional six team members. - Foster a culture of accountability, collaboration, engagement, and continuous improvement. - Conduct regular one-on-one meetings, performance reviews, and development planning. - Identify talent, support career growth, and create succession plans for key roles. - Promote inclusion and effectively manage a diverse remote workforce. - Call Center Operations - Oversee daily operations of the remote call center to ensure service levels, quality standards, and business objectives are achieved. - Monitor staffing needs, workforce utilization, schedules, and resource allocation. - Partner with leadership to forecast workloads and adjust staffing plans accordingly. - Analyze operational metrics and implement improvements to increase efficiency and customer satisfaction. - Customer Service Excellence - Ensure exceptional customer experiences through consistent service delivery and adherence to established processes. - Identify trends, customer concerns, and service gaps, implementing corrective actions as needed. - Develop and refine customer service procedures, workflows, and best practices. - Maintain a strong focus on quality assurance and continuous process improvement. - Problem Solving & Decision Making - Investigate and resolve escalated customer, employee, and operational issues. - Use data and critical thinking to identify root causes and implement sustainable solutions. - Make timely decisions in a fast-paced environment while balancing customer and business needs. - Anticipate challenges and proactively develop action plans to mitigate risks. - Communication & Culture Building - Establish trust and rapport with team members in a remote environment. - Communicate expectations clearly and provide timely feedback and support. - Champion employee engagement initiatives that strengthen team morale and culture. - Collaborate effectively with cross-functional partners and leadership teams. Company Description

Role Description - Respond professionally to customer inquiries/complaints received via phone or e-mail and ensure that appropriate action is taken, including follow up. - Research participant questions and plan issues. - Maintain complete and accurate case notes. - Work closely with other customer service representatives and client representatives. - Complete special projects as needed. - Communicate on a proactive basis. - Participate in team meetings and training. - Read and understand the client's plan documents, amendments, etc. - Follow procedures and guidelines. - Able to comfortably question the customer in an encouraging manner to affect a positive relationship and establish a comfort level to gain the customer's confidence. - Possess the ability to analyze and solve problems in a changeable work environment. - Possess a cooperative and positive attitude towards customers and team members. - Drive first call resolution while recognizing barriers to excellent service and work towards eliminating them. - Ability to multitask, prioritize and manage time effectively. - Adhere to assigned schedule during breaks, inbound and outbound calls. - Demonstrate strong listening, questioning and call control technique. Company Description WTW benefit consultants have deep experience working with organizations of all types and sizes. We’ve worked closely with clients to develop some of the most advanced benefit design techniques currently in use. We combine expertise in retirement and investment consulting to support organizations worldwide in designing, managing, administering and communicating all types of retirement plans. Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Role Description Do you want to be at the forefront of insurance industry innovation and leadership? Do you want to help insurers across North America improve underwriting performance, optimize product portfolios, and drive profitable growth? Do you want to work with the original Insurtech, combining deep insurance expertise with market-leading technology? WTW is seeking an experienced Property & Casualty (P&C) underwriting, product, pricing, or claims professional to join our Insurance Consulting and Technology (ICT) practice. This role is ideal for individuals who are passionate about helping insurers make better underwriting and product decisions, unlock value from data, improve portfolio performance, and modernize how insurance products are designed, managed, and monitored. You will work alongside a team of underwriting, product, pricing, claims, analytics, and technology specialists to help insurers improve profitability through data-driven decision making, portfolio management, product innovation, underwriting transformation, and AI-enabled operating models. Note: This position can be based in a major North American market and is open to remote/virtual work. Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity. Responsibilities - Lead and support client engagements focused on underwriting strategy, portfolio management, product innovation, and underwriting transformation. - Advise insurers on risk appetite, segmentation, portfolio steering, and underwriting performance improvement. - Help clients modernise underwriting operating models and decision-support frameworks. - Support the design and implementation of underwriting workbenches, referral strategies, and underwriting governance frameworks. - Collaborate with actuarial and analytics teams to translate insights into underwriting action. - Demonstrate applications of WTW technology solutions to support underwriting effectiveness and portfolio management. - Contribute to the development of WTW intellectual capital and market propositions across Commercial and Specialty Lines. - Mentor junior consultants and support business development activities. - Build trusted relationships with underwriting, product, CUO, and business leadership teams. Company Description ICT provides a powerful combination of advisory services for insurance companies, integrated with leading-edge technology solutions and software, all underpinned by unparalleled insurance and analytical expertise. Across our Property & Casualty practice (spanning personal, commercial, and specialty lines), we partner with insurers to improve underwriting and product performance, accelerate product innovation, strengthen portfolio management, and embed data-driven decision making throughout the organization. WTW has ambitious growth plans for our North America P&C ICT practice, with a particular focus on expanding our impact across Commercial and Specialty Lines alongside our established Personal Lines footprint. Our goal is to substantially increase our role as a trusted advisor to carriers seeking to improve underwriting effectiveness, enhance product management capabilities, drive portfolio profitability, and modernize decision-making through analytics, AI, and technology. Our combination of deep market expertise and market-leading software solutions uniquely positions us to help clients transform how they evaluate risk, manage portfolios, and deliver sustainable profitable growth.

• Assist Spanish or French and English client members through the enrollment process • Help members with updates to their health care and/or pension plans • Provide superior customer service in a work from home environment • Maintain and document complete and accurate call and case notes in English • Regularly participate in team meetings and training • Safeguard confidential information

• Help client plan participants with enrollment process and updates to health care and/or pension plans • Provide customer service in a work from home environment • Quickly build rapport and respond to plan participants in a compassionate manner • Safeguard confidential information in accordance with HIPAA and Data Privacy laws • Translate health and welfare and pension terms into simple explanations for customers • Maintain and document complete and accurate call and case notes

• Help Spanish or French and English client members through the enrollment process • Assist with chat and message center as you gain additional experience • Provide superior customer service in a work from home environment • Build rapport and respond to customers in a compassionate manner • Customize customer service approach to meet all types of member communication styles and personalities • Safeguard confidential information in accordance with HIPAA and Data Privacy laws • Translate health and welfare and pension terms into simple explanations for customers • Maintain and document complete and accurate call and case notes in English

• Assist client plan participants through enrollment process • Provide updates on health care and/or pension plans • Handle customer inquiries via phone, chat and message center

Role Description Elaborar, revisar y negociar contratos en inglés y español para las operaciones de HWC en Latinoamérica; brindar apoyo ocasional en contratos de CRB y otras regiones cuando sea necesario. - Colaborar y asesorar a las áreas de negocio, trabajando de manera coordinada con los colegas locales de OGC para identificar riesgos legales y garantizar el cumplimiento de los requisitos legales locales y las políticas internas de contratación. - Apoyar las actividades de la Secretaría Corporativa regional (Corporate Secretary). - Contribuir activamente a la coordinación estratégica de la gestión contractual en la región, incluyendo proyectos relacionados con contratos, gobernanza de plantillas contractuales y mejora de procesos entre distintas jurisdicciones. - Coordinar con los equipos globales de Legal y Compliance para asegurar la alineación y consistencia en los procesos y criterios aplicables. Company Description

Role Description In this challenging role as a Senior Pension Calculation Specialist, you will contribute as part of a team to the entire range of retirement administration activities, primarily focused on complex pension calculations and other related activities. This role can be held remotely from any location in the United States. - Enhance your knowledge of all aspects of retirement plan administration - Enjoy a well-defined career path with opportunities for growth and advancement - Leverage the most cutting-edge tools and resources and some of the world’s experts in retirement plan design, management and pension administration - Deliver superior, consistent client management and deliverables in support of a Director for assigned clients: - Serve as primary, daily contact to clients on delivery of calculation related issues services and raise appropriate issues to Directors - Interface with colleagues from other practices and regions on assignments that reflect the client’s broader business issues - Develop a trusted advisor relationship with client contacts through effective communication and efficient, quality execution of projects - Manage a diverse set of pension administration services individually and through team initiatives - Review complex pension benefit calculations in accordance with plan provisions, Internal Revenue Code, ERISA, and other legal regulations (e.g. transfers, QDRO’s) - Review pension benefit commencement packages - Ensure that work of self and team is delivered in accordance with professional and work excellence standards - Deliver formal and informal process training to both team members and client contacts Requirements Note that visa employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity. Company Description

Role Description In this challenging role as a Pension Outsourcing Benefits Senior Analyst, you will contribute as part of a team to the entire range of retirement administration activities, primarily focused on pension payroll and other related activities. This role can be held remotely from any location in the United States. - Enhance your knowledge of all aspects of retirement plan administration. - Enjoy a well-defined career path with opportunities for growth and advancement. - Leverage the most cutting-edge tools and resources and some of the world’s experts in retirement plan design, management, and pension administration. - Deliver superior, consistent client management and deliverables in support of a Director for assigned clients. - Lead/manage training on workstream concepts for new and seasoned team members. - Mentor junior team members to ensure understanding of workstream methods/concepts. - Provide positive and constructive feedback for team members to aid in their development. - Assist in team development and development plans. - Manage completion of required processes or checklists (e.g., Trust SOP for payment workstream). - Manage team daily workflow and adherence to contract SLAs. - Assist Operation Managers with escalations, work with team to update documentation, Knowledgebase, and provide training as needed to minimize escalations. - Lead client team workstream regarding technical matters as needed. - Lead internal workstream team meetings. - Assist with/attend client meetings as applicable. - Lead internal/external process documentation maintenance and alignment with excellence and administration standards. - Lead adoption of off-system tools and updates as necessary. Qualifications - Experience in pension payroll and retirement plan administration. - Strong leadership and mentoring skills. - Ability to manage workflows and adhere to SLAs. - Excellent communication and client management skills. Requirements - Ability to work remotely from any location in the United States. - Visa employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity. Benefits - Opportunities for growth and advancement. - Access to cutting-edge tools and resources.