BDA - Customer Service - Non Voice - Mumbai, India - WTW
Description
Benefits Delivery and Administration (BDA) solutions empower employers, employees and retirees to better navigate the changing world of benefits. Our solutions deliver and accelerate clients' benefit strategies through a tailored and integrated experience. We combine our benefit consulting expertise with innovative, user- centered technology and design to help organizations unlock their benefit strategy and deliver an engaging experience that instils confidence and satisfaction.
BDA consists of the following service lines:
Benefits Outsourcing (formerly TAS North America):
Group Marketplace (formerly Group Exchange):
Benefits Accounts (formerly Consumer Directed Account; Acclaris):
Individual Marketplace (formerly Individual Exchange)
Principal Duties/Responsibilities
KPI Management
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 fulfil, 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 data encryption and transmission protocols with client and vendors
Manage fulfilment 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
Principal Duties/Responsibilities
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
Relationship management
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
Top 5 Competencies
Focusing on Client
Driving Excellence
Influencing Stakeholders
Adjust to Change
Working with Teams
Required Qualifications, Skills, Knowledge, Experience, Qualifications:
Minimum bachelor's degree
Knowledge, Skills and Abilities
Good with MS Office
Communication
Excellent Communication, both written and verbal – in particular verbal communication
Tenacity for following up with a broad range of stakeholders
Ability to network with entire Willis Towers Watson organization and get things done by building bridges
Soft Skills
Proactive approach, Results focused, highly motivated, self-starter
Strong can-do attitude, positive towards change
Works well with teams and promotes best practice sharing
Knowledge/Experience:
Work experience with US counterparts and projects preferred, but not mandatory
Shift Timings Evening shift- 6:30pm – 3:30am (fixed shift)
Work Location: Vikhroli
Immediate Joiner's Preferred