Service Center Operational Excellence Specialist

6 hours ago

Taguig, National Capital Region, Philippines Willis Towers Watson Full time ₱900,000 - ₱1,200,000 per year


•    Complete client audits to ensure materials are accurate and teams are following best practices. (Training audits, KB articles, client folders, and other items as assigned)

•    Ensure KB standards are being used, and information is updated

•    Review TCT for accuracy and update as necessary

•    Assist with client remediation\ security incidents

•    Audit project status of various projects to ensure completion

•    Assist with testing Service Center technology upgrades/change functionality (MCCH, LDApp, Genesys, IVR, etc.…)

•    Assist with Annual Enrollment activities as needed (Tracked Practice Call coordination, reviewing AE debrief materials, sending weekly status emails, etc.)

•    Collect and analyze data to identify patterns, trends, insights, and solutions

•    Create and review reports to analyze new product/process changes for impact 

•    Organize and interpret data for presentation to a wide audience, including reviewing findings with individual client teams for further analysis

•    Review client SLAs to assist teams with meeting contractual obligations


•    Minimum of 2-years of experience in an inbound Service Center

•    2 years of experience in Benefits Outsourcing

•    Ability to effectively use MS Office, including Word and Excel

•    Knowledge of TCT, ITS, and MCCH Reporting and Ticketing strongly preferred

•    Knowledge of the KB tool, and how to update strongly preferred 

•    Health and Welfare and/or Pension Benefit Knowledge

•    Attention to detail

•    Critical thinking skills


•   Ability to communicate effectively with Service Center Operations

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