Lead Consultant - Client Management, H&B, SGP

Today, employers understand that their benefits can be instrumental in shaping the type of organization they are, and the way their employees – and their peers – perceive them. They are also embracing a broader notion of what constitutes employee benefits. The likes of workplace culture, DE&I, ESG and flexible work policies are all increasingly being seen as part of the benefit landscape.
In Health & Benefits Asia Pacific, we help employers across the region develop and sustain a benefits program that can assist to promote a healthy and high-performing workforce using our deep subject matter expertise, innovation and extensive research. Our core services address the most critical benefits issues that organizations of all sizes are facing today.
•    Benefits advisory to help develop a modernized benefit and wellbeing programs aligned with organizational strategy and employee needs.
•    Benefits broking and placement services to help source, assess, implement and manage the providers for the company’s insured benefits.
•    Flexible benefits consulting and administration services to enable employees’ choice and benefits personalization to meet their different needs.

Underpinning our core services is an integrated, scalable ecosystem of proprietary benefits technologies namely, Benefits Engine (broking admin system), Benefits Insights (employer experience) and Embark (employee experience) which deliver a unique level of efficiency, reliability and consistency.

The Role

•    Responsible for managing customer relationships in the area of health & benefits.
•    Responsible for the design and implementation of effective employee benefits (including voluntary benefits, regional/pooling) programmes and the subsequent day-to-day management of all client service activities.
•    Responsible for profitability of clients within your portfolio.  Ensuring that you and/or Client Advocates are successful in negotiating profitable fee/commission levels with each client serviced by you.
•    Responsible for actively cross selling existing clients.
•    Responsible for retention.
•    Responsible for implementing and maintaining compliance systems in accordance with the WTW Excellence Model.

Key Tasks
Overall management/control/development of the employee benefits programmes for assigned clients which include the following aspects of WTW service:
•    Account Management
 Program management
Design efficient plan designs and funding arrangements that fit client’s needs.
Demonstrate proficient writing, oral presentation skills in client reports, recommendations, and presentations.
Provide claims analysis reports, including loss ratio, frequency of the use, member profile, etc.

Legislative updates: 
Communicate Human Resources team any changes in local laws related to group life insurance, medical and dental benefits; and potential direct and/or indirect impacts on the company’s current benefits programs.
Stakeholder management for excellence client service delivery
Effective planning/coordination/communication/delegation/motivation within team to work as a coordinated Group.
Developing the "total service programme" for each client by promoting the full range of Willis services where a need exists.
Enhancing/building client relationships and getting to know clients including decision makers.

Maximizing account profitability for each client by:
achieving optimum remuneration consistent with competitive premium level as compared with services provided.
managing credit control monitoring workload

Account Administration
Ensuring that the following are current for each client:
Client Data File(s)
Client Service Status Record (BOR)
Minutes of Clients Meetings
Communications in accordance with Group Standards

  Claims Escalation Management
Timely claims escalation resolution and supporting clients in LOG escalations

 General
Enhancing Company’s profile amongst clients
Ensuring compliance with the requirements of Company’s Quality Standards
Ensuring no Errors & Omissions claim arises out of clients.
Building carrier relationship
Monitor/control workflow priorities in the team to ensure goals/target are achieved
Assist/undertake any other duties as may be required.

Qualifications

Minimum of 3-5 years’ experience in a Health & Benefits consulting or brokerage role, or from a C&B function in industry.

SCI Certificates preferred: M5, M9, HI, ComGI, BCP, PGI

Excellent ability to communicate effectively with a strong focus on customer service.

Good oral and written communication skills

Deep knowledge of the Singapore vendor marketplace

Technical proficiency in Singaporean employee benefits

Broad understanding of compliance issues related to local legislation.

Proficiency in Microsoft Office (especially Excel and Word).

Proficiency in English language (Chinese language proficiency a plus)

Competencies:

Client Focus

Influence and Selling

Results Focus

Collaboration

Thought Leadership and Innovation

Willis Towers Watson is an equal opportunities employer and does not discriminate on any basis.  We support flexible working and this role will be considered on a flexible basis.