Operations Manager

Operations Manager (Broker Administration) Join to apply for the Operations Manager (Broker Administration) role at Mercer We are seeking a talented individual to join our Operations and Technology team at Mercer. This role will be based in Hong Kong. This is a hybrid role that requires working at least three days a week in the office. We will count on you to: Lead Broker Admin team to deliver efficient and cost‑effective operations and support HK broker clients by providing high level service standards to our customers and control operational and compliance risks, including providing foreign group insurance and broking knowledge training to the team. Set up the services goal of broker admin team; supervise and review work of supervisor/team members in daily operations and coach them so that they can achieve their personal goal of the year. Review and optimize current process and procedure of broker admin team to ensure operations can be more efficient and more accurate. Work with internal stakeholders (e.g. Business Solution Team, Sales Team, Finance Team) to ensure revenue can be well recognized and adjust admin procedures to meet business requirements if needed. Monitor Broker Admin operations dashboard measures to proactively identify impacts. Identify, plan, and manage process improvement projects to create year‑over‑year efficiencies in operations. Work with consultants, finance team, management team, insurers for billing/commission issues. Handle client’s feedback and complaints independently with resolution and proactively follow up with related parties for services enhancement. What you need to have: Bachelor’s degree or above, preferably majoring in HR, Insurance or English. 5+ years operations experience in the area of employee benefits, insurance, or outsourcing services. Ability to prioritize, meet tight deadlines, and handle multiple tasks in a demanding work environment. Strong attention to details and accuracy. Strong customer service skills. Proficient in Excel skills is an added advantage. Fluent in written & spoken English, Mandarin and Cantonese. 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. Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X. Marsh McLennan 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 McLennan 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 McLennan 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. R_ #J-18808-Ljbffr