Case Management Manager

Case Management Manager

As a Case Management Manager at WTW, you will play a key role in overseeing case management processes and ensuring that our systems meet the needs of the business. You will collaborate with various stakeholders, manage testing activities, and support development efforts in a fully remote environment.

About the Role

In this role, you will be responsible for stakeholder engagement, continuous improvement, and development coordination. You will work closely with teams to enhance our case management systems and ensure they align with best practices.

What You'll Do

• Stakeholder Engagement & Governance:
  • Collaborate with stakeholders to review change requests and assess business needs.
  • Initiate and facilitate process governance discussions to ensure alignment with organizational standards and best practices.
  • Provide subject matter expertise on case management processes and system functionality.
• Testing & Continuous Improvement:
  • Oversee testing activity for system enhancements and continuous improvement initiatives.
  • Validate requirements, identify defects, and ensure that updates meet operational and quality standards.
  • Recommend improvements that optimize workflows and enhance user experience.
• Development Coordination:
  • Facilitate daily development calls to review current workload, prioritize activities, and ensure transparency across in-progress work.
  • Partner with technical teams to guide the development lifecycle and support timely delivery of enhancements.
• Work Environment:
  • Operate effectively in a fully remote role, demonstrating accountability, communication, and self-management.
  • Contribute to a collaborative and high-performing team culture.
  • This role will require working US hours.

What We're Looking For

• Core Competencies:
  • Exceptional written and verbal communication skills, with the ability to convey complex information clearly.
  • Strong attention to detail and organizational skills, ensuring accuracy across documentation and testing activities.
  • Ability to collaborate effectively with stakeholders across technical and business functions.
  • Critical thinking and analytical problem-solving skills, aligned to process standards and best practices.
  • Self-motivated and able to manage aggressive timelines without direct supervision.
• Technical Skills:
  • Advanced proficiency in ServiceNow, including end-to-end navigation and deep technical understanding to support development efforts.
  • Experience coordinating testing cycles, validating system changes, and supporting platform enhancements.
• Additional Preferred Skills:
  • Understanding of finance and HR processes is considered a plus.

What We Offer

WTW is committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer.