Operation Services Manager

HK009 Mercer (Hong Kong) Ltd; Hong Kong; Hybrid; HKD 300,000 - 460,000; Full time

Job summary

Marsh in Hong Kong is seeking a talented professional to join our Business & Client Services Team within the Employee Health & Benefits operations area. The hybrid role requires working at least three days a week in the office and focuses on maintaining strong client relationships and efficient operational delivery.

You will manage day-to-day client contact, handle escalations, deliver accurate reports, and collaborate with onshore and offshore teams to improve processes and service quality.

Qualifications

• 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.

Responsibilities

• Processing: Understand customer needs and support strategies to enable the team to deliver the expected services.
• Processing: Ensure that the process within operations are run effectively and efficiently, aligning to client’s expectations.
• Processing: Connecting with the client on day to day enquiry, providing assistant and solution to clients.
• Processing: Manage customer satisfaction by ensuring customer’s complaints and requests are attended within the required TAT and SLA.
• Processing: Providing professional and accurate advice to the clients and service standards to achieve high level of customer satisfaction.
• Processing: Provide accurate and timely reports to clients as per agreed.
• Processing: 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.
• Processing: Support and assist the client relationship managers in maintaining a stable operations delivery.
• Processing: 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.
• Processing: Provide and prepare Operations Performance Review periodically to client as requested in all areas within Operations.
• Processing: 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.
• Assistance: Create and maintain stronger documentation around process guidelines relating to the clients requirements.

Skills

Customer service

Operations

EH&B knowledge

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.