Job Description

As a Flexible Benefits Administration Senior Analyst within the Health and Benefits, you will be part of a team supporting our Asia Pacific clients in monitoring and tracking submitted claims and reimbursements. The ideal candidate will be detail-oriented and have excellent data manipulation skills. Also, exposure or background in the benefits brokerage / insurance administration work is required. The position would also require project management skills and customer support / management skills. You will have the opportunity to:

• Enhance your technical knowledge of benefits plans around the world
• Enhance data, process and project management skills

Key Activities Flex Administration

• Managing the Flex Benefits and reporting (Payroll and Vendor report)
• Reconciliation of report output from the system we called Benefits Engine.
• Answer and provide update on daily queries received from Employees.
• Manage the support mailbox which contains questions from Project Managers, Implementations or Configurations teams.
• Able to receive call enquiries from Local Country regarding their Flexible and Insurance Benefits
• Support claims adjudication process such as processing claims and regular follow-ups
• Track and monitor claims timeliness (SLA) using the standard Case Management Tool (CMT)
• Resolve client queries
• Support interactions between clients, WTW and insurance vendors

Performance Objectives: These relate to the Willis Towers Watson scorecard and objectives for the role Excellence

• Apply practice specific technology and provide high quality services to internal and external Willis Towers Watson clients
• Perform data validation and processing work using agreed upon tools, standards and techniques, including self-checking work and following review processes
• Significant attention to detail and excellent data manipulation skills
• Provide input on product and process improvements
• Support continuous improvement initiatives
• Compliance to process, regulatory and legal requirements

People

• Build relationships internally and collaborate effectively on teams both in the office and virtually across regions
• Demonstrate natural ease and effectiveness when dealing with associates in other Willis Towers Watson offices

Clients

• Work with Team Leader to ensure that each task (or case) meets the timeliness and quality measures.
• Respond to all requests and communications effectively and efficiently
• Increase efficiency within teams by identifying ways to improve processes
• Work with H&B consultants and servicers to provide high quality service
• Coordinate with insurers to provide timely and accurate status updates of claims, etc…
• Support interactions between clients, WTW and insurance vendors

Financial

• Meet productivity goals
• Maintain accurate time records

The Requirements:

• Bachelor’s degree required, preferably in a program with heavy emphasis on mathematics or business
• Work experience either in an insurance company or an outsourcing company doing healthcare processes (eg claims, enrolment)
• Previous benefits or insurance experience a plus
• Advanced proficiency in Microsoft Office (Word, Excel and PowerPoint)
• Experience with data entry, validation and manipulation (advanced Excel skills are essential)
• Ability to review and check data against subject domain knowledge (e.g., health and group benefits) and understand the data’s applicability/accuracy for the designated purpose
• Ability to ask the right questions and seek help where appropriate
• Sense of accountability; owning one’s work and taking pride in it
• Collaboration with a global team, include taking accountability for quality and on-time delivery of own work and involving other team members when appropriate
• Structured problem solving and analytical thinking
• Continuous improvement mindset – increasing task efficiency and effectiveness with each product or service repetition
• Strong client service orientation
• Strong client relationship, interpersonal and team skills
• Proficiency in English required, good written and communication skills
• Able to work shift hours (APAC, EMEA)

WTW is an Equal Opportunity Employer