Operation Services Manager

Join to apply for the Senior Analyst – Operations Services role at Mercer in Hong Kong. This hybrid role requires working at least three days a week in the office. Responsibilities 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 Connect with the client on day to day enquiry, provide assistant and solution to clients Manage customer satisfaction by ensuring customer’s complaints and requests are attended within the required TAT and SLA Provide 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. What you need to have University degree or diploma in a related discipline or other relevant qualifications. 3+ 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. Knowledge on Microsoft Excel Skills; Proficient in Word and PowerPoint. Team player with good communication 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. About Mercer Mercer, a business of Marsh McLennan, 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. 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_ Seniority level Not Applicable Employment type Full‑time #J-18808-Ljbffr