Global Benefits Management Client Service Manager

Job Title: Global Benefits Management

We are seeking a talented individual to join our Global Benefits Management team at Mercer. This role will be based in Shanghai Office. This is a hybrid role that has a requirement of working at least three days a week in the office.

Responsibilities:

• 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.
• 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.
• 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.

Requirements:

• 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:

• 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.

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.