Operation Services Manager

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

We are seeking a talented individual to join our Business & Client Services Team, part of our people and investments business at Marsh. This is a hybrid role that has a requirement of working at least three days a week in the office.

We will count on you to:

The purpose of this position is to integrate the Employee Health & Benefits (\"EH&B\") client relationship in the area of looking at Operations processes and presenting the overview and performance within Operations to Clients periodically. To manage day to day client contact, business escalations and provide support to mitigate risks and ultimately create and build a stronger client relationship while managing all Operations escalations and support process improvements.

(1) Processing:

Understand customer needs and requirements and support strategies to enable the team to deliver the expected services

Ensure that the process within operations are run effectively and efficiently, aligning to client’s expectations

Connecting with the client on day to day enquiry, providing assistant and solution to clients

Manage customer satisfaction by ensuring customer’s complaints and requests are attended within the required TAT and SLA

Providing professional and accurate advice to the clients and service standards to achieve high level of customer satisfaction

Provide accurate and timely reports to clients as per agreed

Contribute to team performance by actively participating in team meetings, assisting team members as required and providing constructive feedback on issues as they arise, this would include problem solving by identifying and addressing the root case for issues.

Support and assist the client relationship managers in maintaining a stable operations delivery.

Collaborate and be the key point of contact with onshore business team, offshore team and other internal functions as part of daily task and processing

Provide and prepare Operations Performance Review periodically to client as requested in all areas within Operations.

Resolve and suggest solutions and improved/change processes for escalated issues pertaining to Operations.

(2) Assistance to Team Supervisor

Assist the supervisor with the workflow analysis and monitoring the SLA of operation team

Create and maintain stronger documentation around process guidelines relating to the clients requirements.

What you need to have:

2+ years customer service and operation experience in the area of EH&B environment, benefits, insurance or outsourcing services.

Process oriented mind frame with a focus on efficiency and accuracy.

Excellent planning and organizational skills with the ability to manage multiple tasks.

Self-motivated, client focused with the ability to use their own initiative.

Demonstrate a positive and participative style, sets and expects high standards of service and delivery and leads by example while being a self-starter.

Team player with good communication skills.

Good knowledge on Microsoft Excel Skills; Proficient in Word and PowerPoint.

Proficient communication skills in spoken and written English and Chinese.

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.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh 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 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 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.