Head of Clients, Canada

Summary

The Investments team helps asset owners across the world solve their investment problems. We offer a range of services across different delivery models, spanning advice, Total Funds Solutions (TFS), Specialist Portfolio Solutions (SPS) and analytics & tools, structured to give investors access to best-in-class ideas and the opportunity to meet their long-term investment goals.

As Head of Clients, Canada your mandate will be to ensure we delight our clients with exceptional client management. You will have responsibility for the relationships we have with our clients across Investments in Canada, spanning all our delivery models. Your team will comprise of 10+ client-facing colleagues in Canada and you will work collaboratively to ensure we are working effectively and efficiently across offices and teams. The role will entail bringing the best of WTW to clients (e.g., up-selling and cross-selling) in partnership with adjacent teams, such as the Canadian growth team within Investments, other Lines of Businesses and Lead Relationship Managers (LRMs).

Success in your role results in high levels of client satisfaction and retention, increased growth with clients and a motivated and aligned team which includes industry-leading quality Client Leads. You will report to the Head of Canada and will be a member of the Canadian Investments Leadership Team. As a member of the leadership team, you will work alongside Growth, Content, Operations, and product leaders to help deliver exceptional outcomes for clients.

It is also expected that the Head of Clients, Canada will act as the Client Lead for a number of client relationships.

Responsibilities

Client Focus:

• Identification of market trends and formulation of client strategy for Canada
• Work with existing clients and client leads to ensure high levels of client satisfaction through exceptional client management, strong account planning, and thoughtful client engagement strategy
• Ensure WTW is offering services and solutions that are aligned to client needs and develop strong senior level relationships with clients
• Work with other senior leaders to develop plans for execution of large-scale engagements
• Represent the Client function in new business activity
• Work collaboratively with content function, establishing a strong feedback loop

Teamwork:

• Build a motivated, aligned and engaged team behind a clear client strategy
• Develop a culture of mentorship and talent development which proactively supports colleagues on their career journeys
• Champion our continued efforts to promote an equitable, inclusive culture and support and develop a diverse workforce
• As a member of the Canadian Investments Leadership Team, be a senior resource for the Investments business and key relationship contact for the broader firm
• Build strong relationships internally and collaborate effectively on cross-functional teams including Retirement, Content, Operations and Growth
• Manage and drive change appropriately and communicate with transparency
• Develop a rigorous process that ensures an optimal allocation of resources to client accounts

Excellence:

• Leverage client skills to manage multiple initiatives in a collaborative manner
• Commitment to customize and deliver a "best in class" service to clients in a timely and effective manner
• Apply best ideas in managing risk in a holistic manner
• Articulate pension risk management approaches in a collaborative manner
• Ensure all work is delivered in accordance with Professional Excellence requirements
• Collaborate with other regions proactively contributing to, and adopting best practices on client management
• To put the interests of clients and the integrity of the market at the heart of the way we do business

Financial:

• Deliver on financial plan by 1) retaining clients, 2) growing revenues from existing clients by bringing the best of WTW to help them solve their problems, 3) partnering with the Growth function to add new clients to our client base and 4) managing team resources effectively
• Work with Growth function and Head of Canada to make effective pricing decisions

Requirements:

We welcome candidates with a broad range of experiences and career backgrounds; you will be supported to apply your skills and experience to this role.

• Suitable relevant experience preferably including business leadership and/or client leadership responsibility at an investment business
  • Experience in developing and running an efficient client management process
  • Proven track record in managing significant client relationships, cross-/up-selling and supporting new client growth activity in a complex environment with multiple and varied stakeholders
• Collaborative leadership skills. Able to frame and confront issues and make tough decisions
• Skilled communicator, equally proficient at communicating strategy and execution
• Proven client leader with experience working with a range of different client types (e.g., large, small, Defined Benefit, Defined Contribution, wealth, etc.) and across service models
• An authentic people leader, with experience managing teams through change, who cares deeply about helping colleagues succeed in their careers
• Keen focus and clear track record in driving change to help us achieve our objectives
• Excellent oral and written communication skills with ability to positively impact direction and effectively question the status quo

WTW is committed to finding opportunities to foster flexibility in the workplace, whenever business and client demands allow. The preferred location for the role is in one our key markets in Canada (Toronto or Montreal) but we will consider alternative locations and welcome flexible working hours.

Equal Opportunity Employer