Member Support

4 days ago

Taguig, National Capital Region, Philippines WTW Full time ₱1,200,000 - ₱2,400,000 per year
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 shift rotations as this project requires 24x7 shifting schedule (APAC to Mid-shift)

  • Able to travel flexibly – onsite 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

Responsibilities

-

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 do inbound and 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  

  • Broking and insurance knowledge – recommended 

  • Knowledge and experience in organizational effectiveness and operations management, implementing 
    best practices 

WTW is an equal opportunity employer

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