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Global Benefits Management – Client Service Manager

4 months ago

Shanghai, Shanghai, China Mercer Full time

Mercer Marsh Benefits China is seeking candidates for the following position based in the Shanghai office:

Global Benefits Management – Client Service Manager

The Global Benefits Management (GBM) team is responsible for supporting multinational clients in their effective placement of Health and Benefits risks across Asia Pacific; this includes being a central point of contact and providing strong strategic advice on how they can address specific client and market challenges.

As a GBM client service manager you will be part of a team that supports our local, regional, and global clients. You will therefore be expected to be able to build strong relationships with the clients, demonstrate effective organizational and project management skills, supported by an account manager. Given the global nature of our clients, you will also be expected to effectively interact with our global counterparts in other regions.

MMB Multinational prides itself on being thought leaders and our team is responsible for supporting clients on their benefits journey – providing consulting advice on how they can develop their health, risk, and wellness initiatives to meet their evolving employee and global company needs. Individuals will need to have a keen interest and a high level of understanding of the latest health trends and have a problem-solving mentality.

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

Being a global and multi-disciplined company, the team and the wider MMC organization will provide you with strong career growth opportunities within and outside of Asia, supporting your career growth through leveraging and developing your skill sets.

So if you are invested in looking to advance your career and want to join an energetic team, apply today.

What can you expect?

  • Make a significant impact on the company's success by building and maintaining strong client relationships.
  • Join a highly marketable opportunity in the insurance broking industry.
  • Join a team of experienced colleagues with diverse backgrounds and strengths.
  • Benefit from a comprehensive training and development plan to enhance your skills and career growth.

What is in it for you?

  • Enjoy a range of benefits that contribute to your overall well-being and work-life balance.
  • Opportunity for advancement on multiple career paths within the organization.

We will count on you to:

External Client Level:

  • Support and assist the Regional Consultants and Account managers in maintaining a positive client relationship with stable operations delivery. Understand customer needs and requirements and support strategies to enable the team to deliver the expected services.
  • 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.
  • Ensure that the process within operations is 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
  • Design, development and maintain client management tools that support effective oversight of the accounts.
  • Monitor and ensuring that the services being provided to the client are in line with the centralized guidance and in conjunction with general Service Level Agreements.
  • Execute clients' ongoing global benefit strategy, including global benefit financing strategies, through pooling, captives and global insurance programs.
  • Provide strategic & consulting advice that enables the client to make the right decisions and maintain sustainable plans. This includes close review of local renewal documents and applying analytic skills to identify key claims drivers and supporting regional consistency in design.

Local Level

  • Liaison with local brokers in each market to ensure the Rules of the Road are understood and followed.
  • 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.
  • An exciting opportunity to join a new and growing team in Asia, which is in Shanghai.

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.

What you need to have:

  • Ability to cultivate client relationship and manage challenging client demands.
  • Strong project management and operational skills – able to prioritize and manage multiple projects simultaneously.
  • Experience in process building, best practices and/or efficiency project.
  • Strong oral and written communication & presentation skills
  • Good analytical skills – reading, interpreting and communicating data.
  • Strong self-starter, fast learner, quality conscious, committed to deadlines.
  • Strong attention to detail
  • Ability to work within a team environment across borders & manage internal stakeholders.
  • Strong teamwork skills combined with the ability to work independently with minimal supervision.
  • Proficient with MS Word, PowerPoint, and Excel

What makes you stand out?

  • Minimum 3 years of relevant experience.
  • Relationship management experience in EH&B environment, insurance, or outsourcing services
  • Experience with global or regional benefit management.
  • Experience working across multiple countries and language skills is a plus, though not a requirement.
  • Health Insurance Certificate (HI) is preferred but not mandatory. Successful candidates will need to complete broking license requirements for their location of employment.

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer's more than 20,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people, with more than 85,000 colleagues and annual revenue of over $23 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit Follow Mercer on LinkedIn.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

In the recruitment process, Marsh McLennan does not restrict a position to a particular gender, does not inquire or investigate the marital or maternal status of female candidates, does not impose any limitations on marriage or childbirth, does not use marital or maternal status of a condition for hiring, and does not raise the qualification standard for female candidates.

When you apply for a position with us, we must obtain Personal Data, which is any data that can directly or indirectly lead to the identification of a specific individual, such as your name, contact information, employment history, education information, work skills, and licensure and certifications (if applicable). We also collect any other information you have provided in your CV, covering letter, application form, or during an interview (if applicable). Marsh McLennan limits the Personal Data that it collects to that which is relevant and proportionate for the intended purpose. Where necessary and permitted or required by law, we may collect Personal Data deemed sensitive under applicable law (for example, ethnicity, fitness to work or criminal convictions information). Marsh McLennan collects Personal Data directly from you and, depending on the circumstances and the type of role applied for, recruitment agencies, background check providers, your named referees and occupational health providers. Marsh McLennan retains Personal Data consistent with applicable local law and business practices Please make sure you read through and fully understand our "Job Applicant Data Privacy Statement" before you submit your application.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.