Health & Wellness Platform Specialist

Job Description:

This role will be accountable for ensuring the successful, ongoing execution of key health and wellness services provided to AIA PH and BPI AIA customers. These include:

• Ensuring the operational integrity of the systems supporting (but not limited to) the total health solutions offered by the company, and a good quality experience for clients
• Establishing and maintaining a set of robust service levels among the vendors and the team within the AIA PH and BPI AIA, who support each other to administer services to customers
• Driving institutionalization initiatives to embed health & wellness in the company’s processes and systems

Roles and Responsibilities: 

• Both directly and in coordination with other departments in IT and Ops, manage a network of vendors who provide ongoing services to customers on behalf of AIA PH and BPI AIA
  • Agree service levels and resolution framework problems and incidents
  • Coordinate with IT vendors to ensure adequate provision of services to enable business growth
  • Coordinate with local IT and external vendors implement improvements in standard operating procedures and back office handling
• Identify and address long term systems needs
  • Work with front line service teams to identify pain points and opportunities for improvement and implement corresponding actions with sense of urgency, proper monitoring and escalation processes
  • Work with vendors and local IT teams to identify and prioritize fixes to key systems, also known as “problem fixes” that can be
• Work closely with frontline service teams to ensure a good experience for customers using the health and wellness solutions
  • Ensure front line teams have necessary tools to perform day-to-day member servicing for customers using the health and wellness solutions
  • Maintain escalation management protocols to ensure that the business is ready to handle emergent issues
  • Provide regular engagement with training and QA resources to ensure processes are relevant and widely observed
• Accountable for forecasting and budgeting for operating expenses allocable to health and wellness systems and operations
  • Work with operations and IT to conduct forecasting on requirements for servicing headcount, infrastructure, supplies, etc.
  • Ensure annual budget for system enhancements and operating expenses is sufficient to support the strategic plan and aligned with overall business objectives

• Accountable for curating knowledge management on essential business documentation including
  • Standard Operating Procedures (SOPs)
  • Business Requirements Documentation (BRDs)
  • Service Level Agreements (SLAs)
  • Change Requests (CRs)
  • Manuals and user guides (developed and maintained in tandem with ops training support)