ACA Team Leader

The Role

The Associate Client Advocacy (ACA) team leader will manage a group of 6-12 ACAs depending on size of region/specialty and will be responsible for various business operations to support client retention and growth. 

The team leader role within their region and specialties will utilize data and strategic initiatives to maximize ACA adoption and optimize client services. They will identify and address process bottlenecks, resolve individual issues, and coordinate with both Client Advocacy, including Producers and Broking, and Global Service Delivery teams to ensure seamless, high-quality client experience.

This role also includes working closely with various teams across NA CRB to identify and manage training needs, Key Performance Indicators (KPIs) such as Adoption, Month End financial metrics RFIs, Quality, Regulatory Compliance, and other Operational Aspects to drive exceptional client service. 

The Responsibilities

• Work closely with Client Advocates, Associate Client Advocates and other teams to close Aged Receivables from clients and support BDR efforts

• Responsible for performance management of ACA, including escalating performance issues

• Process expert for escalations, questions and issues from ACAs; providing support to assigned CS and ACA groups with critical escalations or activities 

• Assist and monitor Surplus Lines activities, ensuring ACAs respond and close out the activities timely to avoid late fees, fines and penalties

• Enforce EPIC information integrity

• Host re-occurring calls with ACAs: renewal status calls, team calls, one-on-ones 

• Monitor team capacity to ensure balance of workloads

• Support colleague attrition and retention 5% or less

• Engage the team as a WTW Process SME  

• Coach colleagues to improve their skills and knowledge through deskside support

• Quality and Excellence reviews to ensure compliance and legal objectives are met, monitor adoption, and ensure that work is handled correctly between ACA and CS roles
• Engage with ACA and CS on highly transactional, complex, or profitable accounts and at-risk clients when needed

• Promote adoption and improvement of timely invoicing and month-end activities such as Renewals and Outstanding Billings (ROB) and Accounts Receivables (AR).

• Work with team of ACAs to maintain timely ROB status and updates in real time