Job ref no.: CT3116508-01#0007

Client Service Manager, Regional Health, Hong Kong

Mercer (Hong Kong) Limited

  • 5-day week
  • 13-month pay
  • Dental plan
  • Discretionary bonus
  • Medical plan

The purpose of this position is to support the regional consultants with the management of GBM/RBM accounts providing strong middle office client service delivery in respect of Regional coordination and management according to the agreed “RBM Rules of the Road" which includes regular interaction with the regional client, local brokers, strong project management/tracking of progress/key initiatives, participation and facilitation of global/regional calls and meetings with the client. This role is also responsible for reviewing recommendations made by local brokers in relation to renewals to ensure consistency with agreed Rules of the Road and global benefits strategy.

The role entails the following key requirements:

  • 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
  • Manage customer satisfaction by ensuring customer’s complaints and requests are attended within the required TAT and SLA
  • Providing 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 Regional Consultants and Account managers in maintaining a positive client relationship with stable operations delivery.
  • esolve and suggest solutions and improved/change processes for escalated issues pertaining to Operations, client servicing and account t management.

The Regional Health Client Service Manager will also be responsible for identifying process improvements, efficiencies, automation of tasks and to identify client health related consulting opportunities and help drive business goals.


 RBM/GBM client servicing

  • Liaison with local brokers in each market to ensure the Rules of the Road are understood and followed
  • Liaison with local brokers regarding upcoming renewals
  • Liaison with multinational pooling network partners to obtain pooling exhibits as appropriate and to ensure understanding and execution of the pooling strategy
  • Review of recommendations made by local brokers in relation to renewals to ensure consistency with agreed Rules of the Road and global benefits strategy
  • Provision of information to global and regional contacts as agreed in the Rules of the Road to facilitate decision making on renewals
  • Ongoing tracking of regional broker arrangement: Tracking and reporting will include details of insured benefits by country, renewal outcomes and recent activities, commissions/fees, pooling status, etc.;
  • Participation in and facilitation of global and regional monthly calls  to review the status of current renewals and ongoing initiatives;
  • Contribute towards the content presented at annual strategy planning meetings to discuss regional benefits priorities for the upcoming year
  • Proactive provision of regular information on legislative changes and trends in each country via the Mercer Global Benefits Legislative Update publication; and
  • Regional and global points of contact for questions and issues.
  • Review of plan design and financing information on MercerGOLD+ for contracts

Identification and management of process improvements/efficiencies

  • Assist the Client Services Manager and Consulting Leader with the workflow analysis and process improvements with the respective RBM/GBM accounts
  • Create and maintain stronger documentation around process guidelines relating to the clients requirements

Regional Benefits Management Administration tasks

Management of Regional benefits administration tasks such as:

  • Population and maintenance of plan design and financing information of MercerGOLD+ for contracts
  • Updating policy trackers with plan design and financing information following renewals
  • Supporting the regional coordinators with the completion of tasks on GBM Analytics and ensuring that the local brokers complete their tasks accurately and on time.


  • Diploma/Degree or equivalent
  • Minimum 5 years customer service experience in the area of EH&B environment, insurance or outsourcing services
  • Initiative and enthusiasm
  • Proven strong project management skills
  • Critical thinking
  • Ability to adapt to change and manage multiple stakeholders and priorities
  • Process oriented mind frame with a focus on efficiency and accuracy
  • Ability to build, foster and strengthen close partnerships with colleagues across teams and locations
  • 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
  • Health Insurance related license is preferred but not mandatory. Successful candidates will need to complete broking license requirements for their location of employment
  • Knowledge on Microsoft Excel Skills; Proficient in Word and PowerPoint

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More job information
Job ref no. CT3116508-01#0007
  • N/A
Job Function
  • Wanchai
Employment Term
  • Full-time
  • 5 years - 10 years
Career Level
  • Middle management level
  • Degree