Member Support - Health and Benefits Analyst (APAC)

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 shift rotations as this project requires 24x7 shifting schedule (APAC to Mid-shift)

• Able to travel flexibly – onsite support

• Call-out or identify potential resource issues that can impact client handling

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 Requirement

• 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 do inbound and outbound calls with HR, vendor in terms of managing issues/cases 

• 5+ years’ experience working with Health and Benefits plans, ideally gained in a call center division of a benefits brokerage firm/BPO/Insurance Company  

• Broking and insurance knowledge – recommended 

• Knowledge and experience in organizational effectiveness and operations management, implementing 
  best practices 

WTW is an equal opportunity employer