Senior Client Service Analyst

6 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Mercer Full time
Senior Client Service Analyst (Global Benefits Management)

We are seeking a talented individual to join our MMB team at Mercer. This role will be based in Hong Kong. This is a hybrid role that has a requirement of working at least three days a week in the office.

The Global Benefits Management (GBM) team is responsible for supporting multinational clients in their effective placement of Health and Benefits risks across Asia Pacific; this includes being a central point of contact and providing strong strategic advice on how they can address specific client and market challenges.

As a member of the GBM team you will be part of Global and regional innovation projects to identify process improvements, efficiencies, and automation of tasks. In collaboration with the Account Managers review the best practices and present possible solutions. Collaborate with the team to provide efficiency analysis for example allocation of projects, partnership with outsourcing parties and GBM Pricing mechanism.

We will count on you to:

(1) External Client Level:

  • Support and assist the Regional Consultants and Account managers in maintaining a positive client relationship with stable operations delivery. Understand customer needs and requirements and support strategies to enable the team to deliver the expected services.
  • 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 requests.
  • Ensure that the process within operations is run effectively and efficiently, aligning to client's expectations.
  • Manage customer satisfaction by ensuring customer's complaints and requests are attended within the required TAT and SLA.
  • Design, develop and maintain client management tools that support effective oversight of the accounts.
  • Monitor and ensure that the services being provided to the client are in line with the centralized guidance and in conjunction with general Service Level Agreements.
  • Execute clients' ongoing global benefit strategy, including global benefit financing strategies, through pooling, captives and global insurance programs.
  • Provide strategic & consulting advice that enables the client to make the right decisions and maintain sustainable plans. This includes close review of local renewal documents and applying analytic skills to identify key claims drivers and supporting regional consistency in design.

(2) Local Level:

  • Liaison with local brokers in each market to ensure the Rules of the Road are understood and followed.
  • 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.

What you need to have:

  • Minimum 4 years of relevant experience, particularly in EH&B environment, insurance, or outsourcing services.
  • Experience with global or regional benefit management; working across multiple countries and language skills is a plus, though not a requirement.
  • Health Insurance Certificate (HI) is preferred but not mandatory. Successful candidates will need to complete broking license requirements for their location of employment.
  • Strong project management and operational skills – able to prioritize and manage multiple projects simultaneously.
  • Strong self-starter, fast learner, attention to details, quality conscious, committed to deadlines.
  • Proficient with MS Word, PowerPoint, and Excel.
  • Strong oral and written communication & presentation skills.

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 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.

Seniority level

Associate

Employment type

Full-time

Job function

Consulting and Project Management

Industries

Insurance

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