Operations Manager (Broker Administration)

HK009 Mercer (Hong Kong) Ltd; Devon and Torbay; Hybrid; GBP 5,000 - 8,000; Full time

Job summary

A leading global consultancy is seeking a talented individual to join their Operations and Technology team in Hong Kong. This hybrid role involves leading the Broker Admin team and ensuring efficient operations while providing high-level service to clients. Ideal candidates should have a Bachelor’s degree and over 5 years of experience in operations within the insurance sector. Strong communication skills in English, Mandarin, and Cantonese are essential, along with a keen attention to detail.

Benefits

Professional development opportunities

Inclusive work culture

Career advancement opportunities

Qualifications

• 5+ years operations experience in insurance or outsourcing services.
• Fluent in written & spoken English, Mandarin and Cantonese.
• Ability to meet deadlines in a demanding environment.

Responsibilities

• Lead Broker Admin team to deliver efficient operations.
• Set up services goals and coach team members.
• Review and optimize current processes.

Skills

Operations experience in employee benefits

Customer service skills

Attention to detail

Leadership skills

Prioritization and multitasking

Education

Bachelor’s degree or above

Tools

EXCEL

Job description

Overview

Description :

We are seeking a talented individual to join our Operations and Technology team at Mercer. This role will be based in Hong Kong. This is a hybrid role that has a requirement of working at least three days a week in the office.

Responsibilities

• Lead Broker Admin team to deliver efficient and cost effective operations and support HK broker clients by providing high level service standards to our customers and control operational and compliance risks. This also includes providing foreign group insurance and broking knowledge training to the team to ensure the team can provide day-to-day admin services and admin guidance to our clients.
• Set up the services goal of broker admin team; supervise and review work of supervisor / team members in daily operations and coach supervisor / team members so that they can achieve their personal goal of the year.
• Review and optimize current process and procedure of broker admin team to ensure operations can be more efficient and more accurate. Work with internal stakeholders (e.g. Business Solution Team, Sales Team, Finance Team) to ensure revenue can be well recognized and adjust admin procedures to meet business requirements if needed.
• Monitor Broker Admin operations dashboard measures to proactively identify impacts.
• Identify, plan, and manage process improvement projects to create year-over-year efficiencies in operations.
• Work with consultants / finance team / management team / Insurer companies for billing / commission issues.
• Handle client’s feedback and complaints independently with resolution and proactively follow up with related parties for services enhancement.

Qualifications

• Bachelor’s degree or above, preferably majoring in HR, Insurance or English
• 5+ years operations experience in the area of employee benefits, insurance, or outsourcing services
• Ability to prioritize, meet tight deadlines, and handle multiple tasks in a demanding work environment
• Strong attention to details and accuracy
• Strong customer service skills
• Proficient in EXCEL skills is an added advantage
• Fluent in written & spoken English, Mandarin and Cantonese

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, a business of Marsh McLennan (NYSE : MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses : Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.Marsh McLennan 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 McLennan 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 McLennan 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.