Manager - Client Service Delivery

3 weeks ago


Singapore WTW Full time
Manager - Client Service Delivery

  • Singapore, SG
February 02, 2024

The Role


As the Manager of Client Service Delivery (Broking & Flex), you will primarily be responsible to support the Head of Ops & Excellence in supervising one of the SG client servicing delivery teams.

This team will focus on implementing and monitoring operational initiatives focusing on client servicing delivery on claims matters, manages escalation matters with reference to claims issues by clients and partner closely with team leads, insurers and the Global Delivery Centre (GDC) teams based in Manila to ensure the smooth delivery of day-to-day insured claims.

The secondary role in this mid office team would be to support the flex claims for the H&B business in Singapore.


Your key focus areas shall include:

Oversight on SG Client Servicing Delivery Team

  • Supervise SG Claims Team and ensure equitable distribution of insured claims portfolio among team members; and engage team members through effective and transparent communication
  • For selected strategic clients: Be the point of contact for clients in terms of matters relating to brokerage and flex clients
  • Manage and be the Main POC to handle escalation calls / meetings with insured members / HRs which cannot be resolved by GDC / SG Claim team
  • Manage and resolve claim escalations on appeals / rejected claims which cannot be resolved by GDC / SG Claim team
  • Quality control and review of the SG claims team:
  • Encourage and work on suggestions / feedback provided by SG Claims team members to streamline, improve and strengthen claims processes for clients as well as internal / insurers' delivery capability
  • Meet and lead clients' meetings as part of the client servicing delivery matrix model
  • Fronting of carrier relationship in ops matters: Review, lead and organize weekly / monthly calls or meet up with Insurers on claims matters including follow up till closure
  • Client communication support: Review, create and document Claims FAQs for new / existing clients with WTW hotline setup; and ensure both SG Claim and GDC teams are aware of the arrangement
  • Attend new business handover / renewal changes calls / meetings to understand clients' plan design, manage claims handling requests and transit new clients onboard to WTW with regards to insured / flex claims matters.
  • To review and initiate effective or updated workflows for WTW new clients

Spearhead the partnership with GDC teams

  • Teams involved: GDC Regional Ops Leader / GDC claims team lead / GDC flex team lead
  • Ensure adequate staffing and trained resources are available in managing day to day claims delivery in GDC teams
  • Identify and resolve root cause on lapses and claims issues escalated including working on resolutions / rectifications / preventive actions
  • Proactively ensure knowledge transfer and training are provided to GDC team members; and ensure GDC teams are equipped with the knowledge and training on special handling arrangements

Continuous Improvements in Client Servicing Deliver

  • Act as SG Lead in the Claims Transformation Project
  • Key contact point for Client Servicing Team Leads and work closely to proactively understand and address any claims related challenges faced by consultants and clients
  • Devise plans on claims training/sharing for Consulting teams to enhance their claims knowledge in consulting with clients (e.g., market updates on claims related topics such as initiatives or changes implemented by the Singapore Government on healthcare)
  • Maintain / Update Claims Procedure Guide as well as all claims related documents (e.g., insurer claim forms and daily room and board charges are updated in TCT); and ensure updates are broadcast to Consulting teams where required.
  • Review and monitor insurers' claim processes and turnaround time and explore obtaining claims reports which can be used for reporting to clients with mínimal manual updates by GDC Claims team
  • Proactively suggest areas for improvements in WTW's claims service delivery including identifying activities which could be right shored to GDC

Participate in major sales pitch meeting/presentation

  • Where required, attend as Client Servicing
  • Claim Subject Matter Expert in major sales pitch meeting/presentation

The Requirements

  • Minimum 57 years of relevant experience in handling insurance claims as well as leading claims teams
  • Good written and oral communication skills
  • Able to work independently and in teams and produce quality deliverables on time.
  • Possess an open mindset to changes and strive to improve processes.
  • Process oriented with good planning ability and attention to detail.
  • Positive outlook to the WTW Excellence Model and its purpose and value to the business
**Equal Opportunity Employer
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