Middle Office Manager, Service Management - Employee Benefits

Company:

Mercer

Description:

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.

As a Middle Office Manager, Service Management - Employee Benefits, you will provide expert advice and support on insurance plan design, claims processing, and underwriting requirements. You will manage service level expectations, client satisfaction, and escalations while maintaining strong communication with clients, insurers, and internal teams to ensure smooth operations and high-quality service delivery.

We will count on you to:

• Provide general advice on insurance plan design, policy coverage, claim submission processes, and assist with claim status and appeals.

• Manage service level expectations by supporting client relationship managers, maintaining process documentation, and ensuring timely response to employee complaints and requests.

• Handle escalated claims or complaints by collaborating with employees, HR, and insurers, and suggest process improvements.

• Manage email correspondence with assigned accounts, responding within stipulated turnaround times and supporting all stakeholders with benefits and claims inquiries.

• Present operations performance reviews and provide accurate, timely reports to clients as needed.

What you need to have:

• Minimum 3 years of experience in Group Insurance/Employee Benefits operations or client servicing with an insurer, TPA, or service provider.

• Strong client servicing and relationship management skills.

• Experience in client reporting.

What makes you stand out:

• Process-oriented mindset with advanced Excel and analytical skills (Pivot Table, Vlookup).

• Good communication skills and stakeholder management experience with external clients and team managers.

• Health Insurance certification is a plus.

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.