Team Manager, Benefits Operation Center
Willis Towers Watson
5d ago

The Company

The Towers Watson and Willis group of companies (the "Company" or "Willis Towers Watson") is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth.

With roots dating to 1828, Willis Towers Watson has 39,000 employees in more than 120 territories. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals.

Our unique perspective allows us to see the critical intersections between talent, assets and ideas the dynamic formula that drives business performance.

Unlock your potential at Willis Towers Watson.

The Business

Our Technology and Administration Solutions (TAS) business provides benefits administration and outsourcing solutions to many of the world’s leading organizations.

Our purpose is to help our clients’ employees realize the full potential of their benefits; helping them be happier, healthier and more secure.

Our Mission is to deliver the highest quality work in the industry, providing an engaging and fulfilling environment for our colleagues, while managing significant and profitable growth.

Awards & Recognition :

The International Association of Outsourcing Professionals (IAOP) has named Willis Towers Watson a leader on the Global Outsourcing 100 since 2011.

Everest Research named Willis Towers Watson a Star Performer in the Leaders category in 2014, and has recognized Willis Towers Watson as an industry leader since 2010.

Fortune magazine ranked Willis Towers Watson number one in the diversified outsourcing industry on its annual World’s Most Admired Companies list in 2015.

Willis Towers Watson has been listed on Fortune magazine’s World’s Most Admired Companies list since 2012.

The Role

  • The Benefits Operations Center (BOC) Team Manager supports the delivery of superior benefits administration services to Willis Towers Watson clients;
  • including Health & Welfare and Pension plan administration. The full time position requires an individual who is comfortable with benefits administration systems, client contact, and working as part of a global team with counterparts in North America.

    In addition to regular client work responsibilities, the people management aspect is expected to be 50% of the workload.

    The position will be located in Manila, Philippines.


    Administer ongoing benefit system activities

    Receive and process import data files containing indicative data, election data, dependent and beneficiary data

    Generate payroll / vendor feeds, as well as ad-hoc management reports

    Process and fulfill, confirmation statements and other benefit related materials

    Assist with system testing; Web, interfaces and system generated reports for new and ongoing systems

    Review error reports and resolve issues as needed utilizing case management tool

    Exercise discretion and independent judgment in responding to and resolving client issues

    Develop and maintain system processing documentation and processing calendar

    Set up and test file encryption and transmission protocols with client and vendors

    Manage fulfillment inventory with clients

    Provide back up for other team members as needed

    Attend ongoing client status meeting as needed to establish client relationship

    Attend internal project meetings to ensure project continuity into ongoing


    Meet service level agreements across all clients

    Meet billable hour goals as defined by your manager

    Work within prescribed budget for each project

    Identify potential out of scope work and new opportunities to client teams


    Take initiative to proactively share knowledge and / or experience with team members

    Develop strong partnerships with team members

    Work collaboratively with other members of the team to meet internal and client objectives

    Solicit feedback and development opportunities for career growth

    Act as a principal contact with clients on day-to-day plan administration processing issues


    Assist project team with client assignments to deliver timely, within-budget and high quality work

    100% compliance with SOC1 and Professional Excellence criteria

    Help develop and maintain system processing documentation

    Analyze process workflow and recommend improvements to increase efficiency and effectiveness

    Gain an understanding of the system interfaces with HRIS, payroll, and insurance carriers

    Management and Leadership

    Provide leadership to the BOC team

    Partner with BOC team leadership on staffing and hiring considerations

    Coach and mentor BOC team colleagues

    Set and monitor performance objectives, conduct year-end assessment and compensation review, and other people management activities

    Partner with team leadership to resolve team / resource issues

    Ensure continuous development and growth of colleagues, assist colleagues in understanding the career paths available, and help with career development

    Provide ad-hoc training to colleagues in the team.

  • Foster teamwork, positive morale, open communication, and make this a great place to work
  • Work on internal initiatives, standards, etc.

  • Analyze and oversee efforts to increase utilization
  • Provide emergency back-up coverage, as needed, on clients.
  • Ensure proper practices are in place and that standardized work processes, tools, and methodologies are being used to improve quality and profitability
  • Ensure compliance with established procedural and audit processes
  • The Requirements

  • Experience leading a team, or other relevant people management experience preferred
  • Work the third shift, from 8 AM to 5 PM US Central Time
  • Ability to gain a strong understanding of the administrative process as it relates to Health & Welfare and / or Pension benefit plans
  • Ability to complete Willis Towers Watson Benefits Systems Administrator training program
  • Professional and responsible approach to work, clients, and colleagues
  • Strong analytical, integrative and problem solving skills
  • Excellent written and verbal communication skills
  • Strong knowledge of Microsoft Office tools including Outlook, Excel and Word
  • SQL query skills are preferred
  • Solid interpersonal collaborative skills
  • Ability to work both independently, and on virtual teams that have colleagues in different geographic regions
  • Strong organizational abilities
  • Ability to schedule work, delegate, and monitor progress of others
  • Commitment to quality, and continuous improvement of self and community
  • Desire to learn, accept new challenges, and have fun
  • Ability to travel and work extended hours as needed
  • Ability to work in a performance driven environment managing multiple priorities
  • Work experience with US counterparts and projects preferred, but not required
  • College degree required
  • Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

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