Operations Technical Support Analyst at Willis Limited, trading as Willis Towers Watson plc

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

08 Jun, 26

Salary

0.0

Posted On

10 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Power BI, SQL, DAX, Data Integration, Dashboard Maintenance, Issue Resolution, Automation, Troubleshooting, Data Analysis, Process Improvement, Risk & Compliance, Technical Documentation, Stakeholder Management, Excel Automation, Reporting Automation, Low-Code Solutions

Industry

Financial Services

Description

This role will be acting as a Technical Support Analyst resource for the Manila Global Delivery Center. This role is expected to support or be asked to lead the preparation, validation, updating dashboards as well as call out risks and opportunities based on the framework or technical requirements. This role is expected to understand the critical and changing data that will provide the business with the most benefit and insights. This role is expected to work with colleagues across Manila Global Delivery Center – H&B NNA APAC Team. The Role * decision logic, data flows, and exception handling. * Partner with IT, developers, and platform owners to deliver automation solutions (e.g. workflow automation, reporting automation, low‑code solutions, macros, or system enhancements). * Own end‑to‑end automation lifecycle, from requirements definition through build, testing, deployment, and post‑implementation optimization. Power BI Maintenance * Update and Maintain Power BI Dashboards: Regularly update and maintain Power BI dashboards to ensure data accuracy and relevance. * Issue Resolution: Act as the first point of contact for any issues related to Power BI dashboards. Troubleshoot and resolve issues promptly to minimize downtime. * Data Integration: Work with various data sources to integrate and visualize data effectively. * Performance Optimization: Optimize the performance of Power BI reports and dashboards * to ensure fast and efficient data retrieval. * User Support: Provide support and training to end-users to help them effectively use Power BI dashboards. * Documentation: Maintain comprehensive documentation of Power BI dashboards, including data sources, transformations, and visualizations. * Collaboration: Collaborate with other teams to understand their data needs and provide solutions using Power BI. * Reports and Case Allocation: * Assist process leads in identifying cases to be allocated across the teams (Claims and Member Support) * Submit month reports for selected clients * Process Improvement * Assist process leads with automation initiatives * Ensure adherence to Risk & Compliance requirements when working with data and developing solutions/ applications. * Design, develop, and enhance technical tools, dashboards, and automated solutions to streamline operational processes, reduce manual effort, and improve turnaround times. * Translate operational pain points and functional requirements into scalable technical solutions using Power BI, SQL, Excel automation, and related technologies. * Support and contribute to automation initiatives led by process leads, identifying opportunities where technology can drive efficiency, accuracy, and consistency. Technical Issue Resolution & Support * Act as a key technical resource for Operations by diagnosing, troubleshooting, and resolving data, reporting, and application-related issues across production and test environments. [ * Serve as an escalation point for complex technical issues impacting dashboards, reports, and data pipelines, ensuring timely resolution and minimal operational disruption * Proactively monitor dashboards and data outputs to identify anomalies, defects, or performance degradation before they impact business users. Operational Efficiency & Continuous Improvement * Partner closely with Operations, Claims, and Member Support teams to understand workflows and identify opportunities to optimize data usage, reporting, and case allocation through technical solutions. * Analyze large operational datasets to surface trends, bottlenecks, risks, and opportunities that inform process improvements and decision-making. * Recommend and implement improvements to data structures, reporting methodologies, and visualization approaches to maximize business value and usability Technical Governance & Documentation * Ensure all technical solutions and data handling practices comply with Risk & Compliance standards and internal governance requirements. * Maintain clear, detailed technical documentation covering solution design, logic, data sources, troubleshooting steps, and user guidance to support sustainability and knowledge transfer. Stakeholder Enablement * Act as a trusted technical advisor to business stakeholders by clearly articulating technical concepts, solution impacts, risks, and limitations in a business-friendly manner. * Provide ongoing support, guidance, and enablement to end users to help them effectively adopt and maximize the value of technical tools and dashboards. * Regularly publish reports such as case allocation, issues or risks identified in the dashboard * Documentation of formulas, templates, and guides used for data gathering, reporting and use of tools. * Assist in the identification of possible changes to the data needed or method of presentation to optimize the benefit and insights that the businesses can gain from the reports. * Able to articulate and present findings, status, results and risks to business leaders effectively, highlighting the critical elements and risks seen. * Publish and share learnings and project experiences that will benefit team members.

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Responsibilities

This role involves acting as a Technical Support Analyst resource, supporting or leading the preparation, validation, and updating of dashboards while identifying risks and opportunities based on technical requirements. Key duties include partnering with IT and developers to deliver automation solutions and owning the end-to-end automation lifecycle from requirements through deployment.