Operations Manager

3 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China HK009 Mercer (Hong Kong) Ltd Full time
{"Job Summary

We are seeking a skilled Operations Manager to join our team at HK009 Mercer (Hong Kong) Ltd. The successful candidate will be responsible for integrating the EH&B client relationship in the area of Operations processes and presenting the overview and performance within Operations to Clients periodically.

Key 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, providing 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

Assistance to Operations Manager

* Assist the Operations Manager with the workflow analysis and monitoring the SLA of operation team
* Create and maintain stronger documentation around process guidelines relating to the clients requirements

Requirements

* Minimum 2-3 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
* Team player with good communication skills
* Knowledge on Microsoft Excel Skills; Proficient in Word and PowerPoint
* Well communication skill and fluent in English

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced Operations Manager looking for a new challenge, please submit your application.
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