Company:

Mercer

Description:

We are seeking a talented individual to join our Service & Provider Management team at Mercer. 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.

This position leads two critical functions within Mercer Singapore Business & Client Services (formerly known as Operations & Technology) Service Management and Provider Management. The Service Management function oversees the servicing of insured claims for our clients and their employees, ensuring timely and effective resolution. The Provider Management function focuses on collaborating closely with service providers to drive process efficiencies and enhance the overall client experience.

We will count on you to:

• Lead and mentor a specialized team managing service delivery and provider support, fostering a collaborative environment to resolve complex operational escalations with high client satisfaction.
• Oversee day-to-day service delivery, ensuring client inquiries and provider interactions are handled efficiently and within agreed timelines.
• Analyse claims and team performance metrics to identify trends, bottlenecks, and risks, implementing targeted corrective actions.
• Drive process improvement initiatives by identifying inefficiencies and promoting best practices, leveraging technology and automation.
• Monitor service performance against SLAs, collaborating with stakeholders to address gaps and implement continuous improvement strategies.
• Engage and collaborate with providers to align expectations, resolve issues, manage disputes, and enhance service quality and client experience.

What you need to have:

• 6 years of experience in Group Insurance Claims / Operations.
• Experience in people management.
• Proven leadership ability to develop teams, manage escalations, and drive high performance in a client-focused environment.
• Strong understanding of service delivery, claims and data analysis, process improvement, performance and SLA management, and stakeholder management.

What makes you stand out:

• Health Insurance Certificate (HI) is preferred.
• Proficiency with service management systems, claims platforms, and data analytics tools.
• Excellent interpersonal and communication skills with a strong client focus.

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 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 is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh 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 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 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.