As a Senior Client Management professional within Health & Benefits, you will be responsible for the end-to-end management of a portfolio of key clients, ensuring consistent service excellence, strong operational discipline, and long-term client retention. You will act as a trusted advisor to clients, providing strategic guidance on health and benefits programs while leading internal teams to deliver high-quality, compliant, and commercially sustainable solutions.
This role requires deep expertise in Health & Benefits, strong operational leadership, and the ability to influence both clients and internal stakeholders. You will also play a visible role in shaping market standards, sharing insights, and supporting the firms reputation as a market leader in Health & Benefits.
The Role
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 firms 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
The Requirements
- 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
An equal opportunity employer
