Operation Service Manager
Marsh McLennan
Hong Kong, Hong Kong


The purpose of this position is to integrate the EH&B client relationship in the area of looking at operations processes and presenting the overview and performance within operations to clients periodically.

To manage day to day client contact, business escalations and provide support to mitigate risks and ultimately create and build a stronger client relationship while managing all operations escalations and support process improvements.


We will count on you to :

  • Understand customer needs and requirements and support strategies to enable the team to deliver the expected services.
  • Ensure that the processes within operations are run effectively and efficiently, aligning to client’s expectations.
  • Connecting 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.
  • 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 client relationship managers in maintaining a stable operations delivery.
  • 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.
  • 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 client requirements.
  • What you need to have :

  • Bachelor’s degree in any discipline.
  • Minimum 2-3 years customer service and operation experience in EH&B environment, benefits, insurance or outsourcing services.
  • Strong project management skills and track record in leading large scaled projects previously. Process oriented mind frame with a focus on efficiency and accuracy.
  • Excellent planning, organizational, influencing and interpersonal skills. Ability to manage multiple tasks and demanding timelines.
  • 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 in English and Chinese (Cantonese and / or Mandarin).
  • Strong computer skills. Knowledge of Microsoft Excel, Word and PowerPoint.
  • What makes you stand out :

  • Excellent communication skills.
  • Strategic thinker with ability to take ownership, prioritize work, and meet deadlines with can-do attitude.
  • Strong presentation and analytical problem-solving skills.
  • Highly motivated and a team player with good interpersonal skills.
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