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Client Relationship & Operations Manager, Regional Health, Hong Kong
Mercer (Hong Kong) Limited
September 24, 2019
You are responsible for identifying process improvements, efficiencies and automation of tasks; reviewing the best practices and presenting possible solutions. You will collaborate with the team to provide efficiency analysis for example allocation of projects, partnership with outsourcing parties and GBM Pricing mechanism.
The role entails the following 3 key requirements:
Managing both internal and external stakeholders Maintaining a positive client relationship providing effective and efficientoperations delivery
Providing professional and accurate advice to the clients by understanding their needs and requirements to achieve high level of customer satisfaction and deliver the expected services.
Contribute to team performance by managing the coordination of the insured medical and risk programs across Asia, providing timely updates and insights to clients
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.
Process Improvement & Efficiency
Ensure that the operations processes are run effectively and efficiently and aligned to the client expectations. Resolve and suggest solutions for reoccurring issues in current client processes and account management.
Support the wider Client Relationship Management team in identifying and addressing operational inefficiencies; will include standardizing processes and introducing best practice.
Essential Job Scopes
RBM/GBM client servicing:
Liaison with local brokers to ensure Rules of the Road are understood and followed
Liaison with local brokers regarding upcoming renewals
Review of recommendations made by local brokers in relation to renewals to ensure consistency with agreed Rules of the Road and global benefits strategy
Ongoing tracking of broker arrangement: Tracking and reporting will include details of insured benefits by country, renewal outcomes and recent activities, commissions/fees, pooling status, etc.
Provision of information to global and regional contacts as agreed in the Rules of the Road to facilitate decision making on renewals
Liaison with multinational pooling network partners to obtain pooling exhibits as appropriate and to ensure understanding and execution of the pooling strategy
Participation in and facilitation of global and regional monthly calls to review the status of current renewals and ongoing initiatives
Regional and global points of contact for questions and issues.
External Client Level
Contribute towards the content presented at annual strategy planning meetings to discuss regional benefits priorities for the upcoming year
Participate in client meetings and contributing by proving information about active renewals, status updates and ad-hoc request
Be seen as "go to" individual for renewal activity and knowledge of health plans across the region.
Management of regional benefits administration tasks such as:
Updating and maintaining required information in MercerGOLD+ for contracts
Updating policy trackers with plan design and financing information following renewal
Supporting the regional coordinators with the completion of tasks on GBM Analytics and ensuring that the local brokers complete their tasks accurately and on time.
Identification and management of process improvements/efficiencies
Assist the Client Services Manager and Consulting Leader with the workflow analysis and process improvements with the respective RBM/GBM accounts
Create and maintain stronger documentation around process guidelines relating to the clients requirements.
Diploma/Degree or equivalent
Minimum 2 years customer service experience in the area of Employee Health & Benefits environment, insurance or outsourcing services
Knowledge and Skills
Knowledge of Employee Health & Benefits
Initiative and enthusiasm
Proven strong project management skills
Experience in change management and operational efficiency projects
Ability to adapt to change and manage multiple stakeholders and priorities
Process oriented mind frame with a focus on efficiency and accuracy
Ability to build, foster and strengthen close partnerships with colleagues across teams and locations
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
Health Insurance Certificate is preferred but not mandatory. Successful candidates will need to complete broking license requirements for their location of employment.
Knowledge on Microsoft Excel Skills; proficient in Word and PowerPoint
Internal Number: 4555350
About Mercer (Hong Kong) Limited
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