Middle Office Manager

2 weeks ago


Singapore Mercer Full time

Welcome to Brighter


Ready to be part of a company that is not only leading the market, but transforming in the most exciting way? In Singapore, we are a team of experts who believe in building brighter futures for our clients and community by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and wellbeing.


At Mercer, we walk the talk:

  • Voted #1 HR Consulting Company globally
  • Recognized as Asset Consultant of the Year for 4 consecutive years by Asia Asset Management
  • Named Best Employee Engagement Consultancy and Best Corporate Wellness Provider by Human Resources Online
  • Great Package and Recognition Programs
  • Energetic & flexible environment surrounded by supportive colleagues


We take care of our people and we pride ourselves in our diverse and inclusive workforce with our "people first" culture.

We make sure our people are continually learning and growing, providing them with outstanding career development, on-the-job learning opportunities and financial rewards.

Most importantly, we are committed to making your journey with us meaningful and fun.

In order to support our team and strengthen the growth of our business, we are looking for a:

Middle Office Manager
Onsite Helpdesk

  • Provide general advice on insurance plan design, policy coverage, benefit limits, main exclusion and selffunded program (if any)
  • Provide information on general matters pertaining to the account, for example claim collection date, claim dropoff location and expected turnaround time
  • Provide guidance on claim submission process and required documents.
  • Provide assistance in checking of claim status
  • Explain claim computation / breakdown as per claim settlement provided by insurers
  • Provide assistance on appeals for rejected / partially paid claims
  • Advise panel clinic location, operating hours and contact number (if applicable)
  • Advice on Underwriting Requirements and status of cover requiring underwriting approval by insurer (if applicable)
Service Level Management

  • Understand client's needs / requirements and support strategies to enable the team to deliver the expected services
  • Create and maintain proper documentation around process guidelines relating to the client's requirements
  • Support and assist the client relationship managers in maintaining a positive relationship with stable operations delivery
  • Manage client satisfaction by ensuring employees' complaints and requests are attended to within the required TAT and SLA
  • Provide professional and accurate advice to the clients and service standards to achieve high level of customer satisfaction
  • Present Operations Performance Review periodically to client (if applicable)
  • Provide accurate and timely reports to clients (if applicable)
Escalation Management

  • Work with employee, HR and insurer(s) on escalated claims or complaints
  • Identify issues and suggest improvements to existing processes for escalated issues pertaining to Operations

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