Senior Analyst, Client Relationship Management

I. Account Management
Displays and applies strong understanding and knowledge of firm-wide survey methodologies, processes and available WTW products and services in performing one’s work responsibilities.
Collects compensation and benefits data, conducts second level checks and validation as well as data analysis based on Professional Excellence standards
Conducts job matching session, walkthrough and orientation to ensure client’s understanding of survey content, methodology and online platforms
Performs simple to non-standard benchmarking analyses to determine competitiveness of clients’ reward programs. Detects issues and investigates ways to resolve them. Ensures that data provided are validated, accurate, clean and useful
Contributes through mining of WTW database, providing information/insights on market practices, conducts research on local, regional, or global WTW studies and trends as inputs to designing compensation programs for clients.
Partners with PLs in developing and presenting materials for client-facing meetings, presentations on industry trends, pulse surveys and events by conducting research, surveys and interviews as applicable, to gain understanding of the business landscape
Develops and raises client awareness of products and services and proactively identifies sales opportunities through marketing initiatives, client events and scoping calls
Provides recommendations to PLs on marketing and growth strategies for key accounts and executes agreed strategies. May collaborate with regional counterparts and other LOBs
Ensures client satisfaction and engagement from pre-sales through post-sales via delivery of Willis Towers Watson’s service/s to the client, ensures the integrity of said provision at all times and provides recommendations for improvement
Updates and maintains trackers and other RDI systems regularly
Partners with the RDI Coordinator by monitoring invoicing status and ensuring clients have settled payments for every survey cycle
Guides analysts in the day-to-day relationship of and key accounts
II. Provides consulting support to business development activities:
Conducts own web research and makes conscious effort to know the client’s business, its services or products, competitors, etc.
Coordinates with clients (i.e. schedule and determine agenda) as agreed upon with PLs
Conducts initial scoping by asking standard questions to understand and/or narrow down client requirements. Identifies leads or potential opportunities during initial conversations with clients and/or during project engagements and refers to PLs
Participates in project scoping meetings to understand client requirements; takes accurate, useful and sensible notes/minutes that may only be gathered through paying close attention and listening to ongoing discussion
Cleans up and summarizes notes/minutes using client-ready format, sends to PLs for review then send to clients within 24 hours after the meeting
Participates in internal proposal strategy meetings or briefings; is expected to share ideas and inputs based on own understanding of client requirements
Prepares initial project costing with minimal directions/supervision based on technical requirements
Prepares and executes non-standard project proposals/discussion documents/letter of engagement as directed by PLs in a client-ready format and based on understanding of client requirements; may refer to similar proposals developed in the past as per PL’s instruction but must ensure that all information, company name, dates, format, samples/illustrations, spelling, grammar are correct, accurate, relevant, and updated
Prepares documents and other necessary coordination requirements during contracting (i.e. Prospect Review for new clients, finalization of proposals/LOE, legal review, performance/security bonds, securing signatures, delivery of proposals, follow-ups, etc.).
For proposals won, coordinates with Admin/Finance on the creation of project codes and TCT client folder to store all project files as per WTW Excellence guidelines.
III. Provides consulting support to project engagements/projects:
Participates in client interviews, focus group discussions, status updates and all project meetings to understand plans, project deliverables, solutions and next steps; includes taking of accurate, useful, and sensible notes/minutes
Cleans up and summarizes notes/minutes, send to PLs for review and to clients within 24 hours after the meeting
Coordinates and follows up documents and information requirements from clients as agreed upon during project planning or at any point in time during the project
Creates an inventory of submissions, screens, and assesses submitted information if relevant and usable for the project or in accordance with the requirements; discusses identified issues and concerns on information/document submissions, if any, with PLs; validates document/data submissions with clients, may seek guidance from PLs
Participates in internal project briefings, brainstorming and strategy meetings to be able to accurately execute and deliver on-time technical-related work or assignment agreed upon (i.e. calculations/charts/graphs, research, analysis, synthesis of discussions, preparation of presentation materials, reports and other necessary project documentation) with guidance and instructions from PL
Ensures that all output at his/her level are thoroughly reviewed before submitting to PLs for review within agreed timeline (e.g. clean data, spelling, grammar, dates, company name, disclaimer notice, charts/graphs/tables are consistent with data, Excellence page, etc.). Must apply and demonstrate resourcefulness, attention to details, analytical, evaluative, and investigative skills in producing output
Coordinates both internal and external meeting schedules with clear agenda. If client initiated, proactively requests for agenda or questions/issues that the PL or team needs to address; if WTW initiated, ask for guidance from PL on the agenda and advises clients. Ensures that agenda is included in calendar invites
Responds to client emails in a timely manner regarding data/information requirements, schedule of meetings; responds to regular or common technical inquiries; may consult and refer complex technical/consulting related and project/client sensitive inquiries to PLs
Directs activities of the analysts in a project as instructed by PL; may mentor junior colleagues,
Ensures proper storage and maintenance of files in TCT folders.
IV. Manages a standard solution/offering phase or module end-to-end within an integrated or bundled project (i.e., Competitive Analysis, Salary Structure Design, Competency Framework, Job Leveling, Saville Assessment).
Project phase planning and management includes timeline management, information requirements, assists Project Leader in phase budget monitoring, billing and collection coordination
Technical execution of the project – analysis, presentations, etc. Will work with or consult Project Leader on project/client strategy
Builds rapport and connection with client project counterpart/s
Guides/mentors junior colleagues
Connects and realizes impact or implications of own project phase to other phases/subject matter included in the project
Participates in overall project meetings, briefings, updates (both internal and external) as needed and instructed by PL
Responds to clients’ technical inquiries related to phase/module being managed in a timely manner, may consult PLs if needed
Coordinates both internal and external requirements/activities necessary to complete the phase/module with minimal supervision (e.g. Finance/Admin for billing details and information, logistical requirements, GBS for data requ

Skills
Data Analysis, Business Development, Account Management, Documentation