Member Support - Health and Benefits Analyst (APAC) - BAU

The Role

Process, Operations & Stakeholder Management

• Deliver/ Manage KPI's and metrics in line with the prescribed targets
• Prioritize and organize work according to business priorities.
• Develop an in depth understanding of the technical aspects of the process.
• Work with relevant stakeholders for effectively resolving escalations.
•  Identify, implement and follow-through initiatives that will drive process improvements, gain efficiencies impacting financials

Resource Planning

• Able to manage shifting or shift rotations since this a 24x7 support
• Call-out or identify potential resource issues that can impact client handling

People Management / Development:

• Setting appropriate goals & expectations for the team and conducting regular progress reviews.
• Work closely with individuals and groom them to their full potential.
• Proactive identification of performance issues. Creating action plan and coaching them to improve performance.

In addition to this direct business work, you will:

• Attend training, meetings and/other educational events to increase understanding of trends, regulations and developments in the market
• Develop an awareness of the insurance carrier and vendor marketplace 
• Understand and effectively articulate carrier / vendor challenges limiting delivery 
• Receive training from experienced consultants and assist to review client needs 
• Comply with internal excellence and compliance requirements 
• Contribute to the development of new intellectual capital

Top 5 Competencies

• Focusing on Clients
• Working in Teams
• Driving Excellence
• Influencing Stakeholders
• Developing Talent

The Requirements

Skills:

• Excellent written and verbal communication skills in English
• Good understanding of benefits plan in Asia Pacific countries, in particular Philippines, Hong Kong and Singapore.
• Strong client service orientation and ability to respond to multiple stakeholders effectively and in a timely manner
• Ability to work on multiple tasks in a fast-paced environment while adhering to strict deadlines and quality is a must
• Flexibility and proven ability to identify and resolve complex issues at root cause
• Familiar with call center telephony system
• Well organized and detail oriented
• Preferably experienced in conducting transitions/ knowledge transfer activities.
• Highly developed problem solving, critical thinking and analytical skills
• Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
• Excellent interpersonal skills and a collaborative management style
• Self-starter attitude and ability to establish priorities, work independently and with limited supervision
• Excellent Microsoft Office skills, particularly in Excel and PowerPoint
• Bachelor’s degree preferred
• Able to manage shift rotations as this project requires 24x7 shifting schedule
• Able to do outbound calls with HR, vendor in terms of managing issues/cases

Experience: 

• 5+ years’ experience working with Health and Benefits plans, ideally gained in a call center division of a benefits brokerage firm/BPO/Insurance Company 
• Knowledge and experience in organizational effectiveness and operations management, implementing
  best practices

WTW is an Equal Opportunity Employer.