岗位职责:

• Responsible for end-to-end customer service model in Benefitplus platforms and EB policy administration system
• Manage the relationship and all queries with customers (i.e. corporate and retail banking customers and HealthPlus HR), business and TPA partners
• Support day-to-day management on Employee Benefits BAU Operations tasks e.g. customer service inquiry and resolution, policy administration, procedure and documentation update, etc
• Collect inputs from various parties to produce regular and ad hoc operational performance reports with tracking of key performance indicators, produce management reports with insights provided to support executives’ decisions
• Support the Third Party Agreement supplier risk assessment, coordinate and execute the controls regarding Data, Business Continuity, Users Access
• Responsible for ensuring the Business Services strategy is maintained, reviewed and issues escalated as appropriate.
• Support the preparation of Employee Benefits meeting material and assist the Operations Manager to chair or participate the regular meeting.

• Maintaining high quality Insurance business requirement with reduced unplanned business impact in an environment of increasing volume of service change, enhanced regulatory oversight and stringent cost management whilst boosting business growth / opportunity
• Working with business lines and functions to understand and ensure transparency in business / regulatory requirement from a customer perspective, in the language of the business and clearly articulating the business impact and cost of service problems
• Being sensible on effective management of incident handling to enable root cause analysis for remedial actions / preventive measures and timely management reporting
• Assisting Manager to manage third parties (i.e. different legal entity) to operate in conformance with HSBC standards