About this role
Job Summary
The HMO Administration & HR Shared Services Specialist is responsible for coordinating employee healthcare/HMO administration and supporting the effective delivery of HR Shared Services.
The role manages day-to-day HMO services, resolves escalated employee medical-service issues, coordinates healthcare providers and other HR service vendors, supports employee welfare and related shared-service activities, and provides accurate utilisation and management reports. The role is also expected to identify opportunities to improve service quality, employee experience and operating efficiency.
Key Duties & Responsibilities
1. HMO & Medical Scheme Administration
- Administer the organisation's employee medical/HMO programme.
- Serve as a key liaison between employees, HMOs, healthcare providers and internal HR stakeholders.
- Handle and resolve escalated employee HMO and medical-service issues.
- Monitor service delivery by healthcare providers and escalate recurring service gaps.
- Maintain appropriate employee HMO records and support enrolment/employee information updates.
- Monitor HMO utilisation and prepare periodic utilisation reports and management updates.
- Support reviews of HMO/provider service performance and identify opportunities for improved employee experience and cost effectiveness.
- The company's existing specification explicitly includes administration of employee medical/HMO programmes and resolution of escalated issues, healthcare-provider management, utilisation statistics and continuous improvement.
2. HR Shared Services
- Support the effective administration of employee welfare programmes.
- Coordinate employee-service requests and ensure timely resolution or escalation.
- Support expatriate leave administration and related logistics where required.
- Facilitate local and international travel arrangements for employees and visitors.
- Support year-end employee activities and other approved welfare/engagement programmes.
- Liaise with internal functions to ensure seamless delivery of HR services.
- These responsibilities reflect the established scope of the internal HR Shared Services Specialist role.
4. Reporting & Analytics
- Prepare periodic HMO utilisation and employee-service reports.
- Track service issues, escalations and resolution.
- Analyse service data to identify trends and areas requiring management attention.
- Provide periodic management updates on HR Shared Services activities.
- Maintain accurate records and supporting documentation.
- Periodic reports, utilisation statistics and management updates form part of the existing internal requirements.
Education & Experience
Bachelor's Degree or equivalent qualification in Human Resources, Business Administration, Social Sciences, Humanities or a related discipline. A postgraduate qualification in Business Administration, Management Sciences, Human Resources or a related discipline would be an added advantage.
Minimum of 9 years' relevant experience in HR Shared Services, Employee Services, HR Operations or a related function.
Key Competencies
- HMO/medical scheme administration
- Employee welfare and employee services
- Vendor and stakeholder management
- Service delivery and SLA management
- Problem resolution and escalation management
- Data analysis and management reporting
- Advanced Microsoft Excel
- Strong communication and interpersonal skills
- Process improvement and cost consciousness
- Ability to work effectively within a matrix organisation
KPIs
- HMO complaint resolution turnaround time
- HMO/provider SLA compliance
- Employee healthcare-service issue resolution rate
- HMO utilisation reporting accuracy and timeliness
- Vendor service performance
- HR Shared Services request turnaround time
- Employee-service satisfaction
- Cost optimisation achieved across assigned services
- Accuracy of employee/HMO records
- Timeliness and quality of management reports