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Operations Manager

2 months ago

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

About the Role:

Mercer's Operations and Technology team is seeking a highly skilled and experienced professional to fill the position of Operations Manager based in the Hong Kong office.

Key Responsibilities:

  • Develop and implement effective operations processes to ensure seamless delivery of services to clients.
  • Manage day-to-day client contact, business escalations, and provide support to mitigate risks and create a stronger client relationship.
  • Collaborate with internal teams to ensure alignment with business objectives and deliver high-quality services.
  • Provide accurate and timely reports to clients as per agreed upon SLAs.
  • Contribute to team performance by actively participating in team meetings, assisting team members as required, and providing constructive feedback on issues as they arise.
  • Support and assist the client relationship managers in maintaining a stable operations delivery.
  • Resolve and suggest solutions for escalated issues pertaining to operations.

Requirements:

  • Minimum 2-3 years of experience in customer service and operations in the area of Employee Health and Benefits, benefits, insurance, or outsourcing services.
  • Process-oriented mindset with a focus on efficiency and accuracy.
  • Excellent planning and organizational skills with the ability to manage multiple tasks.
  • Self-motivated, client-focused, and able to use their own initiative.
  • Demonstrate a positive and participative style, sets and expects high standards of service and delivery, and leads by example.
  • Team player with good communication skills.
  • Knowledge of Microsoft Excel, proficient in Word and PowerPoint.
  • Excellent communication skills and fluency in English.