Client Service Manager, Mercer Marsh Benefits

In order to support our team and strengthen the growth of our business in Singapore, we are looking for a:
**Client Service Manager, Mercer Marsh Benefits Multinational**

An exciting opportunity to join a new and growing team in Asia. The Global Benefits management team is responsible for supporting multinational clients in their effective placement of Health and Benefits risks across Asia.

As a Client Service Manager you will be expected to lead with mínimal supervision light accounts and play a central support role on more complex accounts lead by a Service Excellence Manager for 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. Given the global nature of our clients, you will also be expected to effectively interact with our global counterparts in other regions.

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 Service Excellence 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.

**We will count on you to**:

- Support and assist the Regional Consultants and Service Excellence 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.
- Produce client ready content to be 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 are 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.

**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.
- Support brokers in delivering high quality renewal reports to enable the client to take the right decisions.

**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**:

- Minimum 5 years of relevant experience in Health domain
- 2 years of Project Management experience
- Relationship Management experience in the area of Health & Benefits environment, insurance or outsourcing services
- Strong project management and operational skills - able to prioritize and manage multiple projects simultaneously.
- Experience working across multiple countries and language skills
- 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