Hybrid Operations & Client Services Lead

Mercer (Hong Kong) Limited; Hong Kong; Hybrid; HKD 420,000 - 580,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Marsh in Hong Kong seeks a talented professional to join our Business & Client Services Team within the EH&B operations domain. Hybrid role requires office presence at least three days a week, and you will coordinate day-to-day client contacts, manage escalations, and support process improvements.

You will connect with onshore and offshore teams, prepare performance reviews, and deliver accurate reports to clients while maintaining high standards of service and compliance.

Qualifications

• 2+ years customer service and operations experience in EH&B environment, benefits, insurance, or outsourcing services.
• Process oriented with emphasis on efficiency and accuracy.
• Excellent planning and organizational skills with ability to manage multiple tasks.
• Self-motivated, client focused with initiative.
• Strong communication skills and team collaboration.

Responsibilities

• Understand customer needs and support strategies to enable team to deliver services.
• Ensure operations processes run effectively and align with client expectations.
• Serve as daily client contact, addressing inquiries and providing solutions.
• Maintain client satisfaction by addressing complaints within defined TAT and SLA.
• Provide accurate guidance and timely reports to clients as agreed.
• Support client relationship managers to maintain stable operations delivery.
• Collaborate with onshore and offshore teams and other functions on daily tasks.
• Prepare Operations Performance Reviews for clients upon request.
• Identify issues and propose improved/change processes for escalations.

Skills

Customer service

Operations

EH&B experience

Teamwork

Tools

Microsoft Excel

Word

PowerPoint

Job description

Marsh in Hong Kong seeks a talented professional to join our Business & Client Services Team within the EH&B operations domain. Hybrid role requires office presence at least three days a week, and you will coordinate day-to-day client contacts, manage escalations, and support process improvements.

You will connect with onshore and offshore teams, prepare performance reviews, and deliver accurate reports to clients while maintaining high standards of service and compliance.