Senior Analyst - Health & Benefits

The Role

This role is in the Middle Office (MO) team and you will primarily be responsible to support the Director & Section Head - Client Service Delivery Team in executing and monitoring operational initiatives, while partnering closely with the Front Office Consultants (FO), insurers and the Global Delivery Centre (GDC) based in Manila (also referred to as the Back Office (BO) to ensure the smooth delivery of day-to-day operations and shared services support for the H&B business in Singapore. 

Overview of the role:

Billing Management & Escalation Handling

• Conduct bill validation received from insurers, prepare premium breakdown files （customized where required） and prepare the corresponding Billing Instruction Template

• Act as escalation point for FO on bill validation, invoice processing and discrepancies involving BO-B2C team

• Review and investigate billing discrepancies raised by FO liaise directly with insurers or BO to ensure timely resolution 

• Handle billing errors from BO (e.g., Credit Note issued as Debit Note), coordinating with FO and clients to arrange claw backs or refunds

• Manage billing queries from clients raised via FO or BO, especially for complex cases requiring detailed premium breakdowns

• Facilitate billing clarifications which have been delayed by or still pending action from BO

• Follow through on escalated cases to ensure proper closure and keep FO updated on progress

• Render guidance to BO as required

• Identify recurring issues or process gaps and work with the Director & Section Head to recommend improvements or preventive measures 
   

Data Management and Escalation Handling 
 

• Act as escalation point for FO on data processing and discrepancies involving BO-Data team

• Monitor and triage incoming issues from FO, assess urgency and impact and coordinate with the BO to ensure timely resolution

• Follow through on escalated cases to ensure proper closure and keep FO updated on progress

• Render guidance to BO as required

• Identify recurring issues or process gaps and work with the Director & Section Head to recommend improvements or preventive measures 

Payments & Commissions Handling 
 

• Support the Accounts & Settlement Team with commission allocation by providing invoice details

• Track specific insurers’ payment on commission and GST especially where commission and GST are split across months, and reconciled records to ensure accurate and timely billing. Assist FO in reconciling client payments which cannot be allocated against issued invoices, investigate mismatches and resolve discrepancies

• Investigate cases where commission payments were received without corresponding WTW invoices, coordinate refunds and liaise with insurers and/or FO
• Follow up on outstanding premiums on monthly basis, especially for direct-payment clients, by checking insurers’ records and requesting FO to follow up with clients if required
• Respond to insurers’ queries on long-outstanding payments, verify invoice records and resolve mismatches 

Onboarding & Access Management 

• Facilitate onboarding of new hires by applying for D365 and insurers’ portal access
• Manage change requests on insurers’ portal access 
   

Other areas of support 

• Monitor BO activities to ensure instructions provided by FO are executed, when copied in communications
• Primary peer reviewer and act as secondary support in handling incoming physical documents(e.g. medical/dental cards and underwriting letters) including preparing cover letters and mailing the physical documents to clients
• Coordinate with FO to send corporate gifts/year end calendars to clients
• Render support in updating/maintaining D365 guide as well as handling internal queries on D365
• Render support in the administration of Online PFC and handling of internal queries not able to be directed to BE Admin team
• Any other ad hoc support duties as assigned

Additional Duties

This role will also require you to: 

• Support in automation projects which focus on transforming/improving current workflows and processes·
• Support in carrier management initiatives and execution
• Successfully attain academic qualifications to be registered as a regulated staff; Subject to performance evaluation and business needs, you may be transferred internally within MO team to support on regulated activity
• For the purpose of the above specific roles, you may be required to report to a different lead within the MO team

The Requirements

• A diploma or equivalent with a minimum of 4 years of relevant experience in broking processes and operational capacity
• Proficiency in Microsoft Office (Excel, PowerPoint and Word)
• Ability to respond to all communications effectively and in a timely manner
• Ability to work in a team as well as independently; and willingness to learn and grow
• Attention to details
• Ability to organise and prioritise

Equal Opportunity Employer