Senior Account Manager, Health

4 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China WTW Full time

The Role

The role is for an Senior Account Manager in Health & Benefits practice. You will be an integral part of a team to manage the assigned client portfolio in providing quality service, professional advice & support across all our benefits solution.

Performance Objectives:

Excellence

  • Lead client relationships of the assigned portfolio from a Health & Benefits perspective
  • Establish a trusted advisor role with clients and provide the best possible service in relation to the insured employee benefits, or the broader benefits program
  • Provide timely responses to client inquiries, consistent with service and quality standards
  • Manage all customer feedback ensuring every case is resolved and closed
  • Coordinate internal resources in addressing client needs
  • Plan and organize work so that client specific Service Level Agreement objectives are met
  • Follow through all required processes to meet compliance requirements
  • Contribute to the development of new process, solution or offering that will help the business grow

Clients

  • Communicate effectively with clients, solution & project teams
  • Attend team or client meetings as appropriate and present knowledgeable and professional image of Willis Towers Watson
  • Develop strong client relationships from client administrators to senior management
  • Ensure that clients' business expectations are aligned with commitment

Financial

  • Achieve the annual client retention target set by business
  • Achieve the individual new/expanded business target set by business
  • Identify opportunities to cross sell projects and service to current clients

People

  • Be a team player and work towards the business goals
  • Demonstrate leadership ability in virtual/project teams to deliver the best results to clients
  • Build relationships internally and collaborate effectively on cross-functional teams

The Requirements

  • Bachelor's degree
  • 5+ years Relevant experience in Employee Benefits domain area is preferred.
  • Experience of using a CRM system.
  • Experience of working in a service focused environment.
  • Ability to build rapport and respond confidently to client queries.
  • Strong verbal and written communication skills in Chinese (both Cantonese and Mandarin) and English
  • Ability to multi-task and be mindful of deadlines.
  • Self-motivated and ability to remain focused on clients.
  • Committed to quality and continuous improvement.
  • Candidates with less experience will be considered as Account Manager

What can we offer you?

In return you will be rewarded with a competitive salary and a comprehensive benefits package including: a fantastic pension scheme, life insurance, medical insurance and flexible benefits including dental cover, additional life assurance, and many other options and corporate deals. We also adopt a hybrid working arrangement, whereby a combination of work-from-home and in office is adopted.


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