The Role
- Supports the delivery of superior benefits administration services to Willis Towers Watson clients; including Health & Welfare and Pension plan administration.
- Provide operational/transactional support including, record keeping, transition processing, and managing other transactional-based services. For transaction-based positions, work requests are typically not received directly from the client but rather through a predefined system or on a predefined schedule. Interaction with the client may be limited to receiving data, e-mails or collecting predefined data.
- Responsible for upholding the Service Level Agreements (SLAs), tracking volumes, auditing transactions, and achieving a high level of client satisfaction.
- Works closely with Client Relationship Managers or Operational Managers to resolve issues and identify opportunities for increasing the value of the service to the client(s).
- The full-time position requires an individual who is comfortable with benefits administration systems and client contact and working as part of a global team with counterparts in North America
Key Working Relationships
- With Manila, Mumbai and US Operations and Client Delivery Team and Administration Governance in performing day to day benefits administrative work while supporting best practices and improvements to optimize client delivery experience
Key Metrics
- SLA and Quality of Work
- Productivity/Utilization
- Security, Professional Excellence adherence
- Stakeholder feedback
Top Competencies Required
- Collaboration Highly demonstrates interpersonal skills and is willing and able to collaborate with stakeholders, leadership, peers and staff. Ability to work independently and on teams, including virtual work teams, with members in different geographic region.
- Communication Excellent written and verbal communication.
- Change and Adaptability Has a desire to learn, accept new challenges, adapt to change, and have fun
- Problem Solving Strong analytical, integrative, continuous improvement, and problem-solving skill
