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

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

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.