Health and Benefits - Country Team Lead
Willis Towers Watson
Taguig, Manila
3d ago

The Role

The ideal candidate should have exposure or background in the benefits brokerage / insurance administration work; if possible in broking processes.

Preferably, the candidate should have experience in Process Management, Project Management, People Management and Stakeholder Management.

You will have the opportunity to :

  • Enhance your technical knowledge of benefits plans around the world
  • Enhance process, project management and people management skills
  • Team Management

  • Work with Process Lead for the day to day operations oversight (workload and capacity assessment; workload allocation)
  • Provide metrics and reports (as required) to management and stakeholders
  • Project Management oversight
  • Issue / escalation management support with the Process Team
  • Participate in internal lessons learnt on the project with the Process Lead (eg Post-mortems)
  • Participate in continuous improvement activities to build stakeholders’ confidence
  • Professional Excellence and Quality Management
  • Work with the Process Lead to perform reviews for team deliverables
  • Responsible for Quality reporting of the process team with the stakeholders
  • Participate in efforts for workforce efficiency and productivity with the Process Lead
  • Help drive adherence to client, local and international compliance requirements
  • People Management

  • Conduct regular catch up sessions with stakeholders on H&B performance and challenges
  • Discuss reports for issues, concerns and potential risks with management and stakeholders
  • Ensure the process team have skillset to support clients, including tracking of skillset matrix
  • Conduct monthly business review reporting with the stakeholders and management
  • Transition and Expansion

  • Oversees and coordinate with the H&B Operational Excellence for process creation and documentation for new clients or markets
  • Others

  • Provide process and tools demo, if needed with the stakeholders
  • Update regularly the resource planning file for discussion with the stakeholders
  • Conduct technical interviews as needed
  • Performance Objectives :

    These relate to the Willis Towers Watson scorecard and objectives for the role


  • Apply practice specific technology and provide high quality services to internal and external Willis Towers Watson clients
  • Work with Process Teams to produce a high performing team which meets the Quality and Timeliness standards and metrics as required by the stakeholders
  • Ensure the process team is performing data validation and processing work using agreed upon tools, standards and techniques, including self-
  • checking work and following review processes

  • Provide input on product and process improvements
  • People

  • Build relationships internally and collaborate effectively on teams both in the office and virtually across regions
  • Establish good relationship with stakeholders by effectively communicating performance of H&B teams
  • Demonstrate natural ease and effectiveness when dealing with associates in other Willis Towers Watson offices
  • Clients

  • Work with the Process SME, Country Lead / s and the H&B Leader to ensure that each project is completed on time and meets quality standards
  • Respond to all requests and communications effectively and efficiently with the stakeholders
  • Increase efficiency within process teams by identifying ways to improve processes
  • Financial

  • For his / her equivalent process team to meet productivity goals and other related metrics
  • Monitor project progress, developing solutions for overcoming obstacles
  • The Requirements

  • Bachelor’s degree required, preferably in a program with heavy emphasis on mathematics or business
  • 8+ years’ work experience either in an insurance company or an outsourcing company doing healthcare processes (eg claims, enrolment);
  • with at least 3 years’ experience in a Team Lead role

  • Have handled a minimum of 6 direct reports for at least 3 years
  • Exposure to a Shared Services or BPO industry
  • Knowledgeable in workforce management and metrics reporting
  • Advanced proficiency in Microsoft Office (Word, Excel and PowerPoint)
  • Experience with data validation and manipulation in data management tools (advanced Excel skills are essential)
  • Ability to review and check data against subject domain knowledge (e.g., health and group benefits) and understand the data’s applicability / accuracy for the designated purpose
  • Strong written and verbal communication skills; Ability to ask the right questions and seek help where appropriate
  • Work within tight deadlines; balance time across multiple, simultaneous projects that may involve different procedures and project team members
  • Sense of accountability; owning one’s work and taking pride in it
  • Collaboration with a global team, include taking accountability for quality and on-time delivery of own work and involving other team members when appropriate
  • Structured problem solving and analytical thinking
  • Continuous improvement mindset increasing task efficiency and effectiveness with each product or service repetition
  • Strong client service orientation
  • Strong client relationship
  • Strong interpersonal and team skills
  • Proficiency in English required, proficiency in one additional language preferred
  • Equal opportunity employer

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