Cropped shot of a group of business colleagues meeting in the boardroom

JOB SNAPSHOT

Location:

Arizona, United States

Associate Director of Shared Services (Remote)
Arizona, United States

February 24, 2025

We are excited to announce a unique opportunity for a Director of Shared Services to lead our newly established department, dedicated to enhancing pre-enrollment and application support during the Annual Enrollment Period (AEP) as well as seasonal business functions during the off-season. This leadership role is integral to driving continuous improvement within our Service Center by optimizing both colleague and client satisfaction while achieving significant cost savings across the business. As the Director of Shared Services, you will have the opportunity to shape the department’s direction and strategy, ensuring it aligns with organizational goals and delivers exceptional service throughout the year.

The Shared Services Team is comprised of Pre-Enrollment Specialists (PES), Application Customer Service Representatives (ACSR), and Dual (CSR/ACSR) agents. During the annual enrollment period (AEP), these agents will support members across our book of business at the front and back end of an enrollment call with a licensed Benefit Advisor. The PES’ goal is to triage enrollment calls to prevent unnecessary volume to our licensed Benefit Advisors and the ACSRs’ goal is to finalize applications with the member either over the phone or by guiding them to self-submit online.  

The Director of this group will be responsible for overseeing the Year-Round activities of this team, setting and driving high performance standards, and fostering a culture of engagement and continuous improvement as the resources on this team expand for the fall season and wind down in the first quarter. This is a highly collaborative role who will partner with colleagues across a wide variety of functions within the business, including Strategic Operations, Enrollment, Flex, Service, Training, Client Team, Product Teams, and more to meet the needs of the business and our members.

This role can be held remotely from any location in the United States.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

  • Lead and Develop the Shared Services Department: Oversee and manage the Shared Services team, comprised of 4-7 Senior Performance Managers (Senior PMs) and 30-55 Performance Managers (PMs), driving operational excellence and prioritizing leadership development. 
  • Seasonal Staffing & Ramp-Up for AEP: Manage the ramp-up of seasonal unlicensed roles, including Pre-Enrollment Specialists (PES) and Application Customer Service Representatives (ACSR), for the Annual Enrollment Period (AEP). Collaborate with recruiting, training, and knowledge management to effectively onboard and prepare staff to meet peak demand during AEP. Develop and implement comprehensive plans to ensure smooth transitions into the peak season.
  • Off-Season Function Support: Coordinate leadership support for off-season functions, including recruitment, training, certifications, and more. Craft and execute a strategic roadmap to align priorities, project timelines, team selections, and performance evaluation with business needs.
  • Enhance Service Delivery: Develop and implement strategies to improve the service center’s performance, focusing on colleague engagement, client satisfaction, and efficiency during high-volume periods such as AEP and throughout seasonal off-peak times.
  • Continuous Improvement & Innovation: Proactively identify and implement process and technology improvements, collaborating with cross-functional teams to implement new tools, systems, and methodologies that streamline pre-enrollment and application workflows, enhance the customer experience, and drive operational efficiency. 
  • Strategic Process Improvement: Lead strategic initiatives aimed at reducing the business’s dependency on seasonal staffing. Leverage technology, automation, and other process improvements to enhance operational efficiency and long-term sustainability.
  • Data-Driven Decision Making: Analyze operational data and feedback to inform continuous improvements, track key performance indicators (KPIs), and present insights to senior leadership. Develop and present reports on service performance, client satisfaction, and cost-savings initiatives.
  • Problem Resolution: Act as the escalation point for complex client issues, ensuring quick and effective resolution to maintain high satisfaction levels.
  • Fostering Ownership and Accountability: Cultivate a culture of individual ownership and accountability across the team. Drive consistent communication, process documentation, and effective performance management to ensure staff stay aligned with changing priorities and expectations.
  • Performance Management: Set clear performance standards and consistently monitor adherence to those standards across the team. Recognize and reward colleagues who exceed expectations, while addressing underperformance through targeted coaching and accountability.

The Requirements

Education & Experience:

  • Bachelor’s degree in Business, Healthcare Administration, or a related field, or equivalent work experience in a leadership or management role within enrollment, customer service, or related fields.
  • Minimum of 7 years of experience in an enrollment or customer service management role, with at least 3 years in a leadership capacity.
  • Experience in a fast-paced, high-volume environment (e.g., healthcare, insurance, or similar industry) preferred.

Leadership Skills:

  • Proven ability to lead, motivate, and develop high-performing teams.
  • Strong experience managing cross-functional teams and working in a collaborative environment.

Operational Expertise:

  • In-depth understanding of service center management and seasonal business cycles.
  • Strong analytical skills with a focus on process optimization and cost reduction.

Change Management Skills:

  • Experience in leading change initiatives and managing transitions effectively, ensuring smooth implementation of new processes, systems, and organizational changes.
  • Ability to guide teams through periods of change, addressing resistance and fostering a culture of adaptability and continuous improvement.

Communication Skills:

  • Exceptional written and verbal communication skills, with the ability to present complex data and ideas clearly to stakeholders at all levels.

Problem-Solving & Decision-Making:

  • Ability to make quick decisions and effectively solve complex problems while maintaining a customer-first mindset.

Technology Proficiency:

  • Proficient in using customer service software, CRM systems, and data analytics tools to monitor and improve performance.

Adaptability:

  • Ability to thrive in a changing environment and manage multiple priorities while maintaining a focus on quality and efficiency.

Travel Requirements:

  • Occasional travel to meet with other leaders across the business, typically between 1 to 3 trips per year.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $85,000 to $105,000 USD per year.

The role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

  • Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
  • Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off 
  • Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). Certain senior level roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

EOE, including disability/vets

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

UNSOLICITEDCONTACT

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. If you would like to have your contact information saved for future consideration, please email: Agency.inquiries@willistowerswatson.com.

OUR OFFICES

Our colleagues serve more than 140 countries and markets around the world. This gives a global dimension to everything we do and creates lots of exciting opportunities for you to collaborate and grow. Explore the map below to see where you career could take you.

Meet our people

Salmaan Saeed
Apprentices

Salmaan Saeed

Corporate Risk and Broking (CRB) ApprenticeLondon, UK
Massimiliano Abri
Business Support

Massimiliano Abri

Senior AssistantRome, Italy
burn domingo
Analyst

Burn Domingo

Data AnalystTaguig City, Philippines
Theodore Coteok
Interns

Theodore Coteok

Software InternTaguig City, Philippines
Karuna Jose
Operations

Karuna Jose

Pensions Administration AdvisorMumbai, India
Ana Cristessa Nabuab
Service Center

Ana Cristessa Nabuab

Quality Assurance AnalystManila, Philippines
Nichelle Daulby
Client Management

Nichelle Daulby

Senior DirectorAtlanta, U.S.
Roberta Jones
Client Management

Roberta Jones

Client and Delivery AnalystSydney, Australia
Shadab Hemani
Client Management

Shadab Hemani

AnalystMumbai, India
Charlie (Charlotte) Garrod
Corporate

Donna O'Riordan

Lead RecruiterLondon, United Kingdom
Mitch Dauz
Corporate

Mitch Dauz

HR Business PartnerManila, Philippines
Kerstin Plag
Corporate

Kerstin Plag

HR Services and Recruitment LeadFrankfurt, Germany
Anna Stonelake
Corporate

Anna Stonelake

Talent Advisor for Talent & RewardsReigate, United Kingdom
Mathew Stewart
Technology

Mathew Stewart

Cloud Delivery AnalystLondon, United Kingdom
Ritu Batheja
Technology

Ritu Batheja

IT Systems & ArchitectureMumbai, India
Matice Morris
Project Management

Matice Morris

Senior Project ManagerTennessee, U.S.
Catarina Carvalho
Actuarial

Catarina Carvalho

Retirement AssociateLisbon, Portugal
Soumya Kurup
Director

Soumya Kurup

India Technology LeaderMumbai, India
Leonardo Araujo
Consulting

Leonardo Araujo

Compensation AnalystSao Paulo, Brazil
Karen Patel
Sales

Karan Patel

Executive & Administrative AssistantMumbai, India
Poonam Yadav
Analyst

Poonam Yadav

Analyst Pensions AdministrationMumbai, India
Tom Leigh-Eldredge
Actuarial

Tom Leigh-Eldredge

Associate Director, RetirementReigate, United Kingdom
Karan Rai
Actuarial

Karan Rai

Senior Associate, RetirementReigate, United Kingdom
Felipe Pradel
Apprentices

Felipe Pradel

Property & Casualty InternSão Paulo, Brazil
Michael McConnell
Graduates

Michael McConnell

Data Services Consultant (former Data Services Graduate) Dubai, United Arab Emirates
Mel Scrutton
Graduates

Mel Scrutton

Hub Manager (former Retirement Graduate) London, United Kingdom
Irene Larbi
Interns

Irene Larbi

Lead Actuarial Associate (former Retirement Intern) Arlington, U.S.
Kingsley Wang
Consulting

Kingsley Wang

Project Manager Shenzhen, China
Charlie (Charlotte) Garrod
Broking/Placement

Charlie (Charlotte) Garrod

Wordings Analyst Ipswich, United Kingdom
Laura Punzón
Service Center

Laura Punzón

Team Leader Madrid, Spain
Nick Alexander
Service Center

Nick Alexander

Senior Enrollment Operations Manager/Tempe Site Lead(Director) Tempe, Arizona
Benjamin Tessier
Sales

Benjamin Tessier

Bid Manager London, United Kingdom
Paul Dowding
Operations

Paul Dowding

Account Executive Ipswich, United Kingdom
Pei Wang
Interns

Pei Wang

Actuarial Analyst (former Life Intern) Hartford, Connecticut, U.S.
Emma White
Apprentices

Emma White

Junior Account Executive London, United Kingdom
Basil Al Hatoum
Graduates

Basil Al Hatoum

Actuarial Analyst (former Retirement Graduate) Toronto, Canada
Jasmin Bedi
Interns

Jasmin Bedi

Retirement Associate (former Intern) Reigate, United Kingdom
Anshul Garg
Graduates

Anshul Garg

Risk analyst (former Investment, Risk and Reinsurance Graduate) Gurugram, India
Emily Reading
Client Management

Emily Reading

Client Service and Analytics Manager Ipswich, UK (with one day per week in London office)
Dominic Ferrari
Apprentices

Dominic Ferrari

Actuarial Apprentice Reigate, United Kingdom
Suzanne Vaughan
Actuarial

Suzanne Vaughan

Head of Retirement, Edinburgh Edinburgh, Scotland
Nuno Arruda
Client Management

Nuno Arruda

Head of Clients (dual hatted with Broking and Carrier Management) Lisbon, Portugal
Salmaan Saeed
Apprentices

Salmaan Saeed

Corporate Risk and Broking (CRB) ApprenticeLondon, UK
Massimiliano Abri
Business Support

Massimiliano Abri

Senior AssistantRome, Italy
burn domingo
Analyst

Burn Domingo

Data AnalystTaguig City, Philippines
Theodore Coteok
Interns

Theodore Coteok

Software InternTaguig City, Philippines
Karuna Jose
Operations

Karuna Jose

Pensions Administration AdvisorMumbai, India
Ana Cristessa Nabuab
Service Center

Ana Cristessa Nabuab

Quality Assurance AnalystManila, Philippines
Nichelle Daulby
Client Management

Nichelle Daulby

Senior DirectorAtlanta, U.S.
Roberta Jones
Client Management

Roberta Jones

Client and Delivery AnalystSydney, Australia
Shadab Hemani
Client Management

Shadab Hemani

AnalystMumbai, India
Charlie (Charlotte) Garrod
Corporate

Donna O'Riordan

Lead RecruiterLondon, United Kingdom
Mitch Dauz
Corporate

Mitch Dauz

HR Business PartnerManila, Philippines
Kerstin Plag
Corporate

Kerstin Plag

HR Services and Recruitment LeadFrankfurt, Germany
Anna Stonelake
Corporate

Anna Stonelake

Talent Advisor for Talent & RewardsReigate, United Kingdom
Mathew Stewart
Technology

Mathew Stewart

Cloud Delivery AnalystLondon, United Kingdom
Ritu Batheja
Technology

Ritu Batheja

IT Systems & ArchitectureMumbai, India
Matice Morris
Project Management

Matice Morris

Senior Project ManagerTennessee, U.S.
Catarina Carvalho
Actuarial

Catarina Carvalho

Retirement AssociateLisbon, Portugal
Soumya Kurup
Director

Soumya Kurup

India Technology LeaderMumbai, India
Leonardo Araujo
Consulting

Leonardo Araujo

Compensation AnalystSao Paulo, Brazil
Karen Patel
Sales

Karan Patel

Executive & Administrative AssistantMumbai, India
Poonam Yadav
Analyst

Poonam Yadav

Analyst Pensions AdministrationMumbai, India
Tom Leigh-Eldredge
Actuarial

Tom Leigh-Eldredge

Associate Director, RetirementReigate, United Kingdom
Karan Rai
Actuarial

Karan Rai

Senior Associate, RetirementReigate, United Kingdom
Felipe Pradel
Apprentices

Felipe Pradel

Property & Casualty InternSão Paulo, Brazil
Michael McConnell
Graduates

Michael McConnell

Data Services Consultant (former Data Services Graduate) Dubai, United Arab Emirates
Mel Scrutton
Graduates

Mel Scrutton

Hub Manager (former Retirement Graduate) London, United Kingdom
Irene Larbi
Interns

Irene Larbi

Lead Actuarial Associate (former Retirement Intern) Arlington, U.S.
Kingsley Wang
Consulting

Kingsley Wang

Project Manager Shenzhen, China
Charlie (Charlotte) Garrod
Broking/Placement

Charlie (Charlotte) Garrod

Wordings Analyst Ipswich, United Kingdom
Laura Punzón
Service Center

Laura Punzón

Team Leader Madrid, Spain
Nick Alexander
Service Center

Nick Alexander

Senior Enrollment Operations Manager/Tempe Site Lead(Director) Tempe, Arizona
Benjamin Tessier
Sales

Benjamin Tessier

Bid Manager London, United Kingdom
Paul Dowding
Operations

Paul Dowding

Account Executive Ipswich, United Kingdom
Pei Wang
Interns

Pei Wang

Actuarial Analyst (former Life Intern) Hartford, Connecticut, U.S.
Emma White
Apprentices

Emma White

Junior Account Executive London, United Kingdom
Basil Al Hatoum
Graduates

Basil Al Hatoum

Actuarial Analyst (former Retirement Graduate) Toronto, Canada
Jasmin Bedi
Interns

Jasmin Bedi

Retirement Associate (former Intern) Reigate, United Kingdom
Anshul Garg
Graduates

Anshul Garg

Risk analyst (former Investment, Risk and Reinsurance Graduate) Gurugram, India
Emily Reading
Client Management

Emily Reading

Client Service and Analytics Manager Ipswich, UK (with one day per week in London office)
Dominic Ferrari
Apprentices

Dominic Ferrari

Actuarial Apprentice Reigate, United Kingdom
Suzanne Vaughan
Actuarial

Suzanne Vaughan

Head of Retirement, Edinburgh Edinburgh, Scotland
Nuno Arruda
Client Management

Nuno Arruda

Head of Clients (dual hatted with Broking and Carrier Management) Lisbon, Portugal