We are seeking a proactive and relationship-driven Assistant Manager to champion our clients' success. As the Employer Benefits Servicing Manager, you will serve as a strategic partner, ensuring that small and midsize enterprises (SMEs) derive maximum value from their benefits programs. You will be the primary advocate focusing on long-term retention, product adoption and measurable customer outcomes. The goal is to move beyond reactive support toward proactive value delivery, ensuring timely SLA reporting and engaging Client Relationship Managers to fully leverage the program to achieve their business objectives.
Key Responsibilities
· Proactive Engagement: Conduct regular "health checks" and Quarterly Business Reviews (QBRs) to assess plan performance, share benchmarking claims data, and align benefits strategies with the client's evolving goals.
· Product Adoption & Advocacy: Drive CRM engagement by educating the team on the full suite of available benefits (e.g., medical, dental and coverage)
· Servicing Management: Act as a "trusted advisor" by achieving SLAs and claims data to recommend plan optimizations that balance cost with employee satisfaction.
· Data Stewardship & Integrity: Oversee the accuracy of client eligibility data, enrolment records, and premium billing. Act as the primary gatekeeper for data flowing between clients, carriers, and internal systems.
· Risk Mitigation & Problem Solving: Proactively identify "at-risk" accounts by monitoring health metrics and resolving service escalations with carriers and vendors before they impact retention.
Required Skills & Qualifications
· Experience: 5-8 years in employee benefits, insurance broking, or customer success management.
· Domain Knowledge: Strong understanding of health and welfare benefits, including medical, dental, life, and disability programs.
· Communication: Exceptional interpersonal and presentation skills, with the ability to translate complex data into actionable insights for executive stakeholders.
· Analytical Thinking: Proficiency in analyzing claims data and market benchmarks to drive strategic recommendations.
· Certifications: Relevant industry qualifications (e.g., MAS broking license in Singapore) may be required.
· Empathy & Active Listening: A "customer-first" mindset focused on understanding and resolving client pain points.