Associate_ H&B Operations

The Role

     Census Management:

• Administer member additions, deletions, and modifications for clients’ medical and life insurance policies, ensuring compliance and data integrity.

• Coordinate card issuance and updates with insurers, maintaining accurate records and audit trails.

• Conduct thorough reviews of census files to ensure completeness and regulatory compliance.

• Serve as a primary point of contact for client enquiries related to membership and policy changes, delivering prompt and professional responses.

Invoicing & Billing:

• Monitor and follow up with insurers to secure timely receipt of invoices.

• Liaise with clients to facilitate prompt premium payments and maintain uninterrupted coverage.

• Log and update client policy records within internal systems, ensuring transparency and audit-readiness.
• Address client queries regarding billing and policy administration.

Reporting & Analytics:

• Audit client invoices and supporting breakdowns for accuracy and alignment with contractual terms.

• Collaborate with the GDC team to deliver accurate and timely claims utilisation reports.

• Apply predictive and preventive analytics to enhance data accuracy, enhance client decision-making, and proactively identify risks and improvement opportunities.

• Analyse, monitor, and report on team performance metrics and KPIs to drive operational excellence and SLA compliance.

• Conduct client satisfaction surveys, measure client satisfaction levels, and analyse feedback to identify areas for service improvement or expansion within the Service Delivery Team.

Excellence:

• Champion continuous improvement initiatives and process re-engineering to optimise service delivery, reduce manual tasks, and drive efficiency.

• Participate in cross-functional training and upskilling programmes to enhance team capability and adaptability.

• Contribute to the development and implementation of automation and AI-driven solutions, supporting digital adoption and operational resilience. 

• Support the standardisation, centralisation, and automation of core service delivery processes to enable scalability and consistent quality.

Foster a culture of accountability, collaboration, and client focus, linking client satisfaction insights to team performance.

The Requirements

• Bachelor’s degree and 2+ years’ experience in insurance operations or client service.

• Experience with Power BI, Excel, SQL and Python for advanced data analysis, reporting KPIs, and conducting satisfaction surveys is a plus.

• Experience with process improvement, automation, or AI solutions (RPA platforms) is a plus.

• Good stakeholder management and communication skills

• Ability to work effectively within a cross-functional team

The Application Process  

• Stage 1: Online application and recruiter review  

   

• Stage 2: Live video interview with hiring manager and team  

   

• Stage 3: Offer and onboarding. 

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@willistowerswatson.com.