Specialist – Insurance Operations

4 weeks ago

Noida, India Marsh McLennan Companies Full time

Description:

Mercer is seeking candidates for the following position based in the Noida office -

Specialist – Insurance Operations

What can you expect?

The role will be responsible for working within the Client Team, specifically within the service & support function to deliver an excellent and consistent experience for all our clients through our channels of communication.

This role will support a portfolio of clients, assisting the management of their day to day needs and use of the tool, as well as performing administrative tasks when clients decide to outsource payroll and provider processes to us. The role will focus on ensuring that administration from the technical platform (tool) supports the delivery of the clients benefit package in an efficient way, as well as supporting the client to answer any individual queries raised by specific employees or 3rd party providers. The incumbent in this role should understand the company strategy and the importance of their role in achieving the company targets and client satisfaction scores.

What is in it for you?

Working with various teams for a mix of transaction and project based work from the day you join us Holidays (As per location) Shared Transport (Provided the address falls in service zone)

We will count on you for:

Ability to support a close working relationship with the client that requires a clear understanding of the client’s requirements in the context of their business structure, expectations, and preferred way of working. Listen to clients to identify problems and implement technical or process focused solutions to provide an exceptional service; putting the client at the centre of what we do. Manage key stakeholders both internally and externally. Develop an understanding of any client-specific problems and assist the implementation of appropriate solutions to provide an exceptional service; putting the client at the centre of what we do. Support the management of key stakeholders both internally and externally. Liaise with other teams at Darwin to resolve client queries, manage communication from clients by e-mail, Five9 to build a solid working relationship. Working closely with client manager and helpdesk. Proactively manage client escalations/queries and evidence contributions to the client satisfaction score. Understand and support the management of clients classified as ‘at risk’. Become a tool (HR and Payroll process) champion; support the management of client administrator use of the software from a business-as-usual capacity.Review the tool release notes.Be aware of bugs or technical issues on the tool that could impact client operations. Support in maintaining client flex schemes and process documentation is up to date. Complete scheduled work in line with clients monthly processing dates including client administration, which is subject to change dependent on the demands of the business and our seasonal peak work schedule. Issuing payroll and provider reports on time. Track and ensure KPI’s are met for clients. Maintain process documentation. Call support to address client enquiries – required to receive calls from client for support on processes and making the call to client for status update on the issue/ task highlighted by client. Priorities and manage your workload within your client portfolio. Attend client calls & meetings to support on action logs and project related work as required. Support the identification of discrepancies within the following and assist in remedying them:Inbound client data files.Process scheduling and any changes that occur from the standard operation.Outbound data files (Payroll, Provider). Deliver a high standard of quality on all administration tasks working to relevant deadlines. Support in preparing for annual flex windows from a processing perspective, support post AFR reporting and payroll changes; and carry out UAT (testing) from a processing perspective. Support in transition of new clients from project launch into business as usual. Use business tools – confluence to investigate and provide resolution to queries.  Issue resolution and root cause analysis. Desire to lead and improve the tool – proactively test solutions using launch pad. Suggest any client improvements to process and delivery to ensure productivity is maintained and efficiency met. Develop a clear understanding of the client’s interests and consider any changes that could be made to improve results and client satisfaction.  Develop your analytical skills and support issue resolution. Support the proposal of any improvements to processes and delivery to ensure productivity is maintained and efficiency met. Assist the implementation of legislative change and help to define best practice in line with client’s requirements. Support clients in their use of the tool, ensuring they understand the most recent update in the product to support actions they need to take in the system, or context they will require for testing and their use of the tool. Delivering a high standard of quality in-call/email handling and call logging. Respond to email queries and admin work on time (within SLA), and to the required high standard. Support peers in delivering responses to urgent requests and re-prioritization of workload where needed. Take ownership of queries and ensure they are completed correctly and within time. Handling and recording complaints to FCA standards and timeframes.

What you need to have: 

Graduation / Post-graduation in any stream 2.5-4 years of experience in a large professional organization Excellent written & verbal communication skills Intermediate Microsoft Word, Microsoft Excel and Microsoft PowerPoint skills Knowledge with applications Confluence/Jira/Zendesk preferable Experience in working on KPI’s including SLA’s and working in task management systems – preferably within HR processing and payroll.  Thrives in a client facing role. Ability to troubleshoot.

What makes you stand out?

Adaptable communicator, facilitator, influencer, and problem solver High attention to detail Good relationship skills, Proven ability to work on own initiative as well as in a team. Adaptable communicator, facilitator, and problem solver High attention to detail Ability to multi-task and prioritize time effectively. Able to work calmly in a pressured environment.

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