Operation Services Manager

Marsh McLennan; Hong Kong; Hybrid; HKD 240,000 - 360,000; Full time

Job summary

Marsh in Hong Kong is seeking a capable Operations & Client Services professional to support EH&B client relationships. The role focuses on day-to-day operations, processing, and ensuring service levels, escalating issues when needed, and maintaining strong client contact.

You will cooperate with onshore and offshore teams, prepare performance updates, and contribute to process improvements. The ideal candidate has 2+ years in EH&B or related services, is bilingual in English and Chinese, and

Qualifications

• 2+ years customer service and operations experience in EH&B or similar environment.
• Strong process orientation with focus on accuracy and efficiency.
• Excellent planning and organizational skills to manage multiple tasks.
• Self-motivated, client focused, and proactive in taking initiative.
• Team player with good communication skills and service mindset.
• Proficient in Excel; capable with Word and PowerPoint; bilingual English/Chinese is a plus.

Responsibilities

• Handle day-to-day EH&B operations and client contact to support service delivery.
• Ensure processes run efficiently and meet client expectations (TAT & SLA).
• Provide timely reports and performance updates to clients; escalate issues as needed.
• Collaborate with onshore, offshore teams and internal functions to deliver operations.
• Assist in process improvements and root-cause analysis for issues.
• Support the client relationship managers to maintain stable operations delivery.

Skills

EH&B experience

Process orientation

Planning & organizing

Self-motivated

Team player & communication

Excel/Word/PowerPoint

Tools

Microsoft Excel

Word

PowerPoint

Job description

Company:

Marsh

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.