Description
As a Member Support Senior Analyst, you will be the main point of contact a team of colleagues providing member support services to countries in Asia Pacific. This team handles member enquiries through emails, phone calls and chats. Nature of queries include employee benefits entitlement and claims. You are required to have a good understanding of how the country and their respective benefits plan operates. Excellent customer service etiquette (written and spoken) is a critical skillset needed for success as you will often be required to review/handle the reply to complex queries and manage escalations. You will also be required to liase with carrier/vendor to work on coordinated response to the member.
Knowledge of Health & Benefits is a must in order to guide the team in achieving the highest rate of first call resolution. As a Member Support leader, you will be part of the leadership team working closely with the Asia Pacific GDC Leader, Operations Leader and respective H&B leaders to develop action plans, identify risk/issues and action plans, manage talent and performance, and act as the escalation point. You will collaborate with Internal Team Leaders, Client Managers, Account Executives and other roles located in various Asia Pacific countries we are supporting. You will have the ability to significantly grow your client and project management skills by working on cutting edge projects alongside leaders in the industry
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
Qualifications
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
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.
- Meeting with stakeholders to discuss process related challenges and opportunities
- Work with relevant stakeholders for effectively resolving escalations.
- Leading projects / tasks E2E in coordination with onshore stakeholders
- Identify, implement and follow-through initiatives that will drive process improvements, gain efficiencies impacting financial
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
People Management / Development:
- Setting appropriate goals & expectations for the team and conducting regular progress reviews.
- Work closely with individuals and groom them to their full potential.
- Proactive identification of performance issues. Creating action plan and coaching them to improve performance.
Willis Towers Watson is an Equal Opportunity Employer