MEET Ana Rivera
Global Services and Solutions Leader, Latin America
Team Global Services and Solutions
Segment Corporate Risk and Broking
Location Miami, Florida, U.S.
Year hired 2018
University Pontificia Universidad Javeriana Bogota, Colombia, Bachelor Degree in Law, Master in Insurance
Personal interests
Reading, dancing and traveling.
Can you tell us about the day-to-day responsibilities of your job?
I lead the Global Services and Solutions (GSS) team for Latin America, managing and coordinating insurance needs for multinational clients. My team and I coordinate accounts with operations in Latin America and the Caribbean, and act as advisors to the region across many of our lines of business.
The GSS team helps multinational organizations achieve their global risk objectives focused on traditional lines of property & casualty insurance. We design international risk transfer solutions and coordinate global and local servicing for international insurance programs.
Day to day, my work involves optimizing insurance portfolios, actively engaging on the request for proposal process for corporations that have operations in multiple countries throughout Latin America and supporting the regional and country lines of business leaders, consultants, client relationship group(s) and local sales teams to identify, develop and close strategic sales opportunities. I work on sales plan and go-to-market efforts, participate in joint planning meetings and actively work on new business opportunities.
What are the key challenges of your role? How have you overcome them?
Creating a new structure in the region is challenging because it means rearranging the way we service multinational accounts. We are charged with encouraging productivity in the network country manager community and becoming a revenue growth engine department.
We’ve overcome these challenges by dividing the entire project into work streams and assigning responsibilities throughout the division. I’ve found that effective communication, guidance and motivation is key to the performance of network country managers.
What training and development opportunities have you received in your role?
I’ve had the opportunity to represent Willis Towers Watson in different forums and seminars, which has truly been a learning experience. As you can imagine, China is a growing player in the region. I’ve been heavily involved in understanding what challenges and opportunities this represents since joining the company.
What is your proudest achievement since joining Willis Towers Watson?
I’ve been proud to shape the team and deploy the function for GSS in Latin America. Our team has established network alignment at a regional level and reinforced the regional community and practice for network country managers. I’m also proud of some of the emblematic clients we’ve won for the region.
How would you describe the culture at Willis Towers Watson?
The company’s values and ethics are a fundamental part of its culture and day-to-day business dealings. It’s an ethical and friendly company with a collaborative culture.
What do you like best about working at Willis Towers Watson?
Willis Towers Watson is a company that encourages teamwork on all projects. It doesn’t matter who gets credit for what because the accomplishment is always seen as a team effort.
What is your hope for your career in the future?
I’m an adaptable, passionate and dynamic leader, a permanent learner looking for opportunities to improve my skills and grow. I’m really excited about the opportunity to make GSS Latin America a global leader, driving revenue and progress. I love that my role is client facing, and that I’m deeply engaged in the region where we’re trying to go as a company. This region represents huge potential — I’m really focused on that.
Based on your experience, what advice would you give someone considering employment with Willis Towers Watson?
Take the time to understand our business and its mission, and how your specific skill set can help the company meet its goals.
MEET Tony Seto
National Manager, Construction, New Zealand
Team Construction
Segment Corporate Risk and Broking
Location Auckland, New Zealand
Year hired 2008
University Institute of Risk Management U.K., International Certificate in Risk Management and Diploma in Financial Services (Insurance Broking)
Personal interests
Sports (NBA), food, travelling to new places, movies and spending time with my family — mostly running around after my two young girls, ages five and three.
Can you tell us about your career progression with Willis Towers Watson?
Over the span of 10 years at Willis Towers Watson, I have progressed from an account broker support role for Global Inbounds to an account executive in the Construction practice, to an account manager, Construction and Corporate — where I was responsible for managing some of the company’s largest construction and energy clients — to my current role as the New Zealand national construction manager.
Can you tell us about the day-to-day responsibilities of your job?
My current role is very diverse and my responsibilities range from the management of our largest contractors and their risk and insurance requirements, assessment of project risks for our principal/owner clients in order to design a tailored bespoke solution, and being a resource for colleagues by providing education, collateral and assistance on any construction-related matters for their clients. Day-to-day, my time is generally split between managing our contractors, developing construction project requirements for our principal/owner clients and working with the New Business team on new client opportunities.
What are the key challenges of your role? How have you overcome them?
One of the key challenges I faced was to overcome unconscious bias I had about myself and how I would be perceived in a leadership position within the Construction practice among peers, clients, prospects, and competitors, being a 30-year old Kiwi-born Chinese in such a technical discipline. I quickly realized that our senior management appointed me for a reason, and with their full support, confidence, accessibility and “open door” approach, I was fully accepted among the wider construction business.
In November 2016, we were invited to a broker tender for one of New Zealand’s largest construction companies, whose relationship history with competitors spanned 20-plus years. Over a 10-week period, we were able to quickly build rapport and win the high-profile client. This was a great team win which validated our position in New Zealand — and in the industry — despite a changing of the guards in the Construction leadership role.
What training and development opportunities have you received in your role?
As this has been my first insurance experience, basically everything I’ve learned is a training opportunity! I started with the company at age 22 and had to quickly learn everything about risk and insurance. I was fortunate to have learnt from the best of the best (my predecessor David Hewitt). I’ve had plenty of opportunities to work in other sectors of the business and on other large corporate clients. I’ve also received plenty of support from management in regard to pursuing further formal study to achieve industry qualifications. I have personally experienced tremendous growth, and I owe that to the colleagues around me in New Zealand and in the industry who are always willing to share their knowledge and help towards my personal development.
What is your proudest achievement since joining Willis Towers Watson?
Last year, I was recognized as the Young Insurance Professional of the Year at the 6th Annual New Zealand Insurance Industry Awards. I was also a recipient of the Willis Towers Watson’s 2017 CEO Circle Award, which recognizes colleagues who have made outstanding contributions by going above and beyond and bringing our values to life in a notable way. The CEO Circle Award involved a flight to Miami to meet other award recipients and colleagues who were guest speakers, and joining CEO, John Haley, for dinner.
What do you like best about working at Willis Towers Watson?
The people I work with, my clients, the diversity of my role and the autonomy my manager provides me are the best aspects of working at Willis Towers Watson. Specifically, I enjoy working on varied projects spanning industries including Aerospace, Health Care, Dairy, Power and Energy, Irrigation, Manufacturing, Forestry, and Infrastructure. I enjoy learning each organization’s risk profile, supply chain, the risks inherent within each project — and then breaking it all down to create a bespoke service that is tailored. I enjoy being in a position to create value in the process.
Was there anything that surprised you about your role or the company?
The best part about working at Willis Towers Watson is the fact that I learn something new every day from inspiring leaders, colleagues and clients. This team spirit is the foundation of our success.
What is your hope for your career in the future?
I have only worked in New Zealand, so in the future I would like to work overseas to experience other cultures and nationalities. I would also like to eventually make a transition and work in other sectors of the business.
Based on your experience, what advice would you give someone considering employment with Willis Towers Watson?
It’s a great place to work, filled with unlimited potential for learning and development. In New Zealand, I find there is plenty of support from managers and peers.
MEET Charlie (Charlotte) Garrod
Wordings Analyst
Team Property & Casualty Wordings practice
Segment Corporate Risk and Broking
Location Ipswich, United Kingdom
Year hired 2011
University The Open University, Business Management, Social Sciences and IT
Personal skills or interests
I play golf at county level for Norfolk and hold a single-figure handicap.
Can you describe your career progression within Willis Towers Watson?
After a variety of previous roles with insurers and brokers, I joined Willis Towers Watson as a client services team leader in Major Accounts (now Manufacturing and Industrial, Services and Utilities) within GB Retail. I then moved into an account executive role, managing my own clients within the Natural Resources Utilities team. When my personal circumstances changed (I had a baby), Willis Towers Watson was really supportive in enabling me to move into my current job where I can bring my industry knowledge and relationships to bear but also work with more flexibility.
Can you tell us about the day-to-day responsibilities of your job?
Our team works on wordings to establish the best insurance cover for clients. I provide technical knowledge and wordings analysis, including property, casualty, motor, personal accident and travel coverage.
What are the key challenges of your role? How have you overcome them?
One of the key challenges is the non-standardized nature of the policy wordings, as each insurer has its own bespoke style. This presents an opportunity to learn something new every day, as well as use the knowledge I’ve gained throughout my career.
What training and development opportunities have you received in your role?
There is a wealth of training and development opportunities available, whether personal (interpersonal communications and confidence building) or technical/IT-based support. I have completed many courses both face-to-face and electronically – including onsite “Lunch and Learn” sessions – and enjoyed the experience.
What’s been one of your most exciting projects to date?
I had an opportunity to work on the Model Office in 2012, in which the processes and roles of the client teams were mapped to help improve operational efficiency.
Also, I was honoured to be nominated and voted in as an Employee Representative (ER) through two consulting projects, and be the chair of the ERs in face-to-face meetings with senior management.
What is your proudest achievement since joining Willis Towers Watson?
I take pride in helping my team develop and watching their careers progress.
How would you describe the culture at Willis Towers Watson?
The culture is changing – for the better. Management is taking a fresh view on everything and making appropriate changes, which is encouraging.
What do you like best about working at Willis Towers Watson?
The people who work here are very knowledgeable and, because of its size and internal network, there’s always someone who is able to help – or can recommend someone who can!
I’m very lucky that as my life outside of work changed, Willis Towers Watson helped me find a position that fits with my home life.
Was there anything that surprised you about your role or the company?
I was pleasantly surprised to learn of the width and breadth of knowledge, and the longevity of service of colleagues.
What is your hope for your career in the future?
I’m very glad I have the opportunity to work at Willis Towers Watson and hope that my career here lasts a long time. I hope to be a go-to person for technical knowledge and be in a position to one day lead the team if the opportunity arises.
Based on your experience, what advice would you give someone considering employment with Willis Towers Watson?
Join Willis Towers Watson! It’s an interesting company with many different roles to consider and opportunities to learn and develop.
MEET Trey Franklin
Reinsurer Relationship Manager
Team U.S. Client Services — Operations
Segment Investment Risk and Reinsurance
Location Nashville, Tennessee, U.S.
Year hired 2018
University Belmont University, Bachelor’s Degree in Business Administration
Personal interests
Living in Nashville, music and hockey are what I love most. I also enjoy volunteering at the local food bank and traveling to experience different cultures. I’m a firm believer in personal growth and the pursuit of lifelong learning — getting out of my comfort zone (excluding heights) is a real thrill for me.
Can you tell us about your career progression and how this led you to Willis Towers Watson?
I’m originally from Huntsville, Alabama, and I joined the U.S. Air Force where I worked for four years in Security Forces (Military Police). In 2013, I went to college with the assistance of the GI bill and studied business. Through my fraternity in college, I made a contact who worked at Willis Towers Watson as a client service associate in the reinsurance area. When he was moved to a different role within the company in another city, he thought I would be a good fit for his job and he referred me to the company.
While I didn’t have any experience in insurance, my experience in the military taught me how to follow direction and learn, show respect for superiors and the importance of team building, comradery and networking — all transferable skills that are relevant to my current role.
Can you tell us about the day-to-day responsibilities of your job?
I work to collect open balances from reinsurance companies for our clients who submit claims in the Northeast region within the manner and turnaround time specified in our Service Level Agreements.
I also focus on managing Willis Re Inc. relationships with key reinsurers, acting as a focal point for queries and escalated matters from the business, client services advocates, reinsurer account controllers and reinsurers.
What are the key challenges of your role? How have you overcome them?
One challenge I’ve encountered is understanding the online programs that we use to store, track and report data. I’ve learned that by taking some time to create charts and diagrams to keep track of data — that are and aren’t included in reports to the markets — helps me better understand the components. It’s a challenge I enjoy!
What training and development opportunities have you received in your role?
In my role I’ve learned about the complexity of and need for reinsurance. When you get insurance for the first time (e.g., car, life, renters and the like) you don’t think about the risk the insurance companies take in order to provide that protection. Studying the materials provided in our training folders has helped me gain a sense of clarity and understanding of what this work entails.
What is your proudest achievement since joining Willis Towers Watson?
I’m pretty new, but I feel that I fit in well with my team. It’s been important to me to quickly become an asset to the team, and I’m proud of accomplishing this in a short period of time.
How would you describe the culture at Willis Towers Watson?
The culture is very positive and motivating. The people around me speak highly of the company as a whole and know that Willis Towers Watson cares about them as people. It’s an enthusiastic environment that I’m thankful to be a part of.
What do you like best about working at Willis Towers Watson?
I like knowing that you can have a long, successful career here. The company really invests in their employees and helps them reach their professional goals, which was the deciding factor for me in taking this position.
Was there anything that surprised you about your role or the company?
What surprised me initially was the energy within my team. The team is focused on performing their jobs as efficiently as possible and learning as they go. They are constantly developing and sharing new ideas to help each other succeed, which is energizing to be around.
What is your hope for your career in the future?
I have the goal of staying with the company for the rest of my professional career and giving back in whatever roles fit best for myself and the company.
Based on your experience, what advice would you give someone considering employment with Willis Towers Watson?
I would absolutely recommend this company to anyone thinking of applying. The company values its people above all else, and career growth is encouraged. It’s an outstanding company to work for.
