GBM Project Manager
Mercer
Hong Kong, Hong Kong SAR
2天前

Global Benefits Management - Regional Project Manager

Are you ready to take on a challenging role that requires a strong customer focus?

Do you know how to set priorities and always have one eye out for possible process improvements?

The Global Benefit Management team is looking for Project Managers.

This will be a position at the Hong Kong office for the APAC Region and a great opportunity to be a part of our team and to support the Account Managers with the coordination of the GBM accounts.

You will manage regular interaction with local brokers, global teams and meetings with the client. It will acquire strong project management, tracking of progress and key initiatives.

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.

As a member of the GBM team you will be part of Global 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.

The purpose of this job is to provide implementation, ongoing, and renewal operational support to internal and external parties by serving as a business process subject matter expert (SME).

Responsibilities include executing project management and process development tasks as part of an operational support team.

Expectations include proactively assessing business and client needs to develop process solutions and operational best practices.

Also responsible for executing general global benefits coordination tasks to include, but not limited to, :

  • Support implementation of clients ensuring key activities are completed and internal / external parties are aligned
  • Ensure GBM Rules of the Road are adhered to by local brokers
  • Provide renewal directions / compile project timelines
  • Outline data / reporting expectations
  • Peer review and send deliverables to client
  • Support GBM local trainings
  • Support sales opportunity pursuit as required
  • The role entails the following 3 key requirements :

    Customer Service

  • Support and assist the Account managers in maintaining a positive client relationship with stable operations delivery.
  • Providing professional and accurate advice to the clients by understanding their needs and requirements to achieve high level of customer satisfaction and deliver the expected services coordination

  • Contribute to team performance by managing the coordination of the GBM accounts. 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.
  • Process Improvement & Efficiency

  • Ensure that the operations processes are run effectively and efficiently and aligned to the client’s
  • expectations. Resolve and suggest solutions for reoccurring issues in current client processes and account management.
  • RBM / GBM client servicing :

    Local Level

  • Liaison with local brokers to ensure Rules of the Road are understood and followed liaison with local brokers regarding upcoming renewals
  • Review of recommendations made by local brokers in relation to renewals to ensure consistency with agreed Rules of the Road and global benefits strategy
  • 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.
  • Regional / Global Level

  • 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
  • Regional and global points of contact for questions and issues.

    External Client Level :

  • 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
  • Management of Regional benefits administration tasks such as :
  • Updating and maintaining required information in 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.
  • Identification and management of process improvements / efficiencies
  • Assist the Account Manager 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
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