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We are seeking a talented individual to join our Service Management team at Mercer Marsh Benefits. This role will be based in Singapore. This is a hybrid role that has a requirement of working at least three days a week in the office.

The Service Management executive will play a crucial role in providing onsite helpdesk support, managing service levels, and handling escalated claims to ensure client satisfaction and operational efficiency.

We will count on you to:

Onsite Helpdesk

• Provide general advice on insurance plan design, policy coverage, benefit limits, main exclusion and self-funded program (if any)
• Provide information on general matters pertaining to the account, for example claim collection date, claim drop-off 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

What you need to have:

• Strong knowledge of insurance plan design and policy coverage.
• Excellent communication and interpersonal skills to provide professional advice and support.
• Experience in claims management or a related field.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

What makes you stand out:

• Familiarity with underwriting requirements and processes.
• Experience in client relationship management and service level management.
• Proficiency in generating reports and presenting operational performance reviews.

Why join our team:

• We help you be your best through professional development opportunities, interesting work, and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.