Member Support Analyst - Health and Benefits APAC

myGwork - LGBTQ+ Business Community


Date: 3 weeks ago
City: Taguig
Contract type: Full time
This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

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

Qualifications

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

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