Client Service Manager

Client Service Manager

We are seeking a talented individual to join our MMB National Team at MERCER Malaysia. The MMB Multinational Team is responsible for supporting multinational clients in their effective placement of Health and Benefits risks across Asia; this includes being a central point of contact and providing strong strategic advice on how they can address specific clients and market challenges.

Mercer 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.

At Mercer we strive to have a continuous improvement mentality and therefore you will also be expected to contribute and lead initiatives to improve our operational and service excellence. You will be expected to contribute to how we grow and shape our team to meet future demands as well as support our sales team to win new clients.

As a Client Service Manager, you will be the client relationship lead for your own portfolio of dynamic clients. You will therefore be expected to be able to build strong relationships with the clients, demonstrate effective organizational and project management skills and can guide/mentor more junior members of staff. Given the global nature of our clients, you will also be expected to effectively interact with our global counterparts in other regions.

We will count on you to:

• Be the main client and internal point of contact for APAC Employee Health and Benefits management – supporting multinational clients place their health and risk policies across Asia.
• Develop and maintain client management tools that support effective oversight of the accounts.
• Monitor and ensure that the services being provided to the client are in line with the centralized guidance and in conjunction with general Service Level Agreements.
• Provide strategic and 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.
• Contributing to business development pursuit activities in alignment with our sales team and onboarding process – signing of statements of work and developing rules of the road.
• Review of current team "ways of working" and providing suggestions for improvement.

What you need to have:

• Ability to cultivate client relationships 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 projects.
• Strong oral and written communication and presentation skills. Fluency in English and another Asian language, such as Mandarin.
• 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 and manage internal stakeholders.
• Strong teamwork skills combined with the ability to work independently with minimal supervision.
• Must be proficient in MS Word, PowerPoint and Excel.

What makes you standout?

• Strong domain knowledge and experience in health and benefits consulting.
• Experience with global or regional benefit management.
• Experience working across multiple countries and language skills is a plus.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.