Charles (Chuck) Walker

Reporting to the Global Head of Billing to Cash (B2C) with a dual reporting line into the CRB NA Head of Operations this is a leadership role with full responsibility for planning and managing all B2C NA onshore operations and accountability for NA offshore operations delivered by GSD. The role will play a significant role on the B2C senior leadership team fostering close relationships with other onshore regional leads and contributing to the vision and strategy of the function. The role oversees and sets the direction of the NA operations driving alignment consistency with the global standard. The role will drive the necessary changes for the improvement of operating and organizational efficiency of the team.

This role is responsible for creating and maintaining a positive Customer Service experience for all stakeholders to the National Accounting Center (NAC). The position is responsible for oversight of Relationship Managers, Client Service Support Team (CSST) and NAC Billing teams. They will be responsible for accuracy and timeliness of work performed in the NAC. In addition, this role will assist the NA Head of B2C in formulating process changes, setting yearly goals, budgets, and in maintaining consistent and compliant procedures. Responsible for executing change management initiatives. Allocate resources and manage attrition. Escalate to NA Head of B2C any material transaction issues, as well as potential process changes and activities outside the norm. Typically requires 3 to 5 years of experience in the Insurance Broker field.

Lead directly/indirectly a team of 90 colleagues for the Northeast, Southeast and Canada regions for billing, AR, and AP processes in both the US and India; Responsible for ledger health; Annual Appraisals; Monthly Metrics; Process Review; Various HR Duties; Ensure audit and SOX controls are being followed; Resolve accounting, system, process, and client issues.

Manage 8-12 colleagues; annual appraisals; quarterly associate reviews; Hiring new colleagues; Production of monthly metrics; Advocate for Northeast region within WTW for accounting, system, process improvements, and service issues; Various HR duties; Ensure all revenue for my regions was booked by month end.

Trained and Mentored ~ 90 new hires in a year and a half, resulting in stronger staff development and increased productivity. Provided one-on-one mentoring to help individuals reach their full potential within the organization. Coached employees on best practices, providing constructive feedback to support their professional growth. Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.