HR Specialist: HMO Administration and HR Shared Services

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
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.

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.

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.

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.

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.