Senior Client Manager, Health & Benefits

Description

Client & Account Management 

• Own and lead senior client relationships, acting as the primary point of accountability across assigned accounts

• Build trusted partnerships with client stakeholders across HR, Finance, and senior leadership levels

• Develop and execute client account strategies, including service models, governance structures, and engagement plans

• Lead internal account teams through effective planning, coordination, communication, delegation, and performance management

• Ensure delivery of agreed service standards, KPIs, and contractual commitments

 

Operational Excellence & Service Delivery

 

• Drive operational discipline across client accounts, ensuring:

  • Effective workload planning and resource allocation

  • Strong project management with clear objectives, timelines, and deliverables

  • Timely, accurate, and high-quality client outputs

• Oversee financial management of accounts, including:

  • Account profitability and fee governance

  • Credit control and billing discipline

  • Monitoring of cost, effort, and delivery efficiency

• Partner closely with broking, consulting, claims, and operations teams to ensure seamless execution and issue resolution
• Act as escalation point for complex service issues, claims matters, or client concerns, ensuring swift and effective resolution

 

Client Retention, Expansion & Value Creation

 

• Strengthen long-term client retention through proactive engagement, insight-led discussions, and continuous service improvement

• Identify opportunities to enhance client value by introducing relevant Health & Benefits, Wellbeing, Global Benefits, and HR Advisory solutions

• Lead regular client reviews, governance meetings, and strategic planning sessions

• Ensure client satisfaction remains high, supported by feedback mechanisms, service reviews, and remediation actions where required

 

Market Leadership & Thought Leadership

 

• Serve as a senior representative of WTW in the Health & Benefits market, contributing to the firm’s professional reputation

• Share market insights, regulatory updates, and emerging trends with clients to support informed decision-making

• Build and maintain strong relationships with insurers, vendors, and market stakeholders in Thailand

• Contribute to the continuous improvement of service models, operational processes, and client delivery standards

• Collaborate closely with regional and global teams to leverage best practices, intellectual capital, and global solutions
• Support development and coaching of junior colleagues within account teams

 

Other tasks assigned by the Company

Qualifications

• Minimum 5 years experience in Health & Benefits consulting, brokerage, or a related senior client management role

• University degree

• Strong technical knowledge of employee benefits plan design, financing, and administration

• Deep understanding of the Thailand Health & Benefits, insurance, and vendor landscape

• Proven experience managing complex client accounts and multi-stakeholder relationships

• Strong client management and stakeholder engagement skills with a clear service mindset

• Excellent verbal and written communication skills, with the ability to present confidently to senior audiences

• Broad understanding of regulatory, compliance, and local legislative requirements

• Strong problem-solving skills and ability to manage ambiguity and complexity

• Self-motivated, structured, and highly collaborative working style

• Excellent Microsoft Office skills (Word, Excel, PowerPoint)

• Proficiency in English 

Competencies

• Client focus

• Influence and selling

• Results focus

• Collaboration

• Thought leadership and innovation