China O&T Leader – Health & Benefits

Company:

Mercer

Description:

We are seeking a talented individual to join our Operations team at Mercer China.

What can you expect?

We are seeking an experienced and driven leader to establish and manage colleagues and teams across multiple locations in China, primarily our in-house Health & Benefits (H&B) service centre in China.  This strategic role requires a high level of operational excellence, a mindset for continuous improvement, and the ability to lead a large team across multiple workstreams while fostering a collaborative, high-performance culture.

We will count on you to:

Leadership & Operational Oversight

• Lead the set-up and manage the internal (non-third-party) H&B service centre in the Greater Bay Area, ensuring alignment with global & regional service delivery standards.
• Lead the management of ‘onshore’ O&T teams ensuring transition of work between ‘onshore’ and service centre, providing “manager once removed” (MOR) leadership for up to 100 operations staff and offer guidance to direct team leaders.
• Oversee day-to-day operations, assigning and managing workloads to ensure delivery of high-quality outcomes and adherence to service standards.
• Lead regular performance reviews, team meetings, and one-on-one sessions to ensure KPIs and SLAs are consistently met or exceeded.
• Monitor workflow and productivity, implementing data-driven reporting to track team and individual performance.
• Drive operational excellence by refining processes and reinforcing a culture of ownership and accountability.

Client & Stakeholder Management

• Lead stakeholder engagement sessions, partnering closely with business leaders and client teams to improve client experience.
• Ensure all internal and external communications are of high quality, accurate, and aligned with business standards.
• Manage and resolve escalated issues, complaints, and queries, while overseeing the complaints management system.

Process & Compliance Management

• Facilitate effective communication across business functions, resolving issues quickly to maintain workflow efficiency.
• Oversee and produce complex and confidential documentation including quotations, invoices, policy slips, and pre-renewal materials.
• Ensure compliance protocols are adhered to by liaising with the Compliance team, identifying emerging risks, and implementing effective operational controls.
• Support Smart Benefits initiatives and ensure quality administrative support for SaaS-based and other H&B solutions.

Continuous Improvement & Strategic Projects

• Implement a metrics-driven management approach, promoting continuous improvement and service innovation.
• Lead or contribute to delivery of new implementations and change initiatives.
• Manage transitions of end-to-end brokerage tasks to the service centre, ensuring minimal disruption and maximum efficiency.

What you need to have:

• A minimum of 10 years of experience in Health & Benefits operations, demonstrating a comprehensive understanding of the industry.
• Proven expertise in establishing and managing in-house service centres, ensuring operational efficiency and service excellence.
• A solid understanding of the brokerage process and experience in managing operational transitions effectively.
• Demonstrated leadership capabilities in managing large operational teams, with a focus on performance management and achieving key performance indicators.
• Strong interpersonal and influencing skills, a team player who naturally maintains solid working relationships with colleagues and other relevant stakeholders.  The ability to adapt to different audiences.
• Exceptional communication skills and people leadership qualities including the ability to work collaboratively as part of a leadership team.  Strong English, Cantonese/ Mandarin are a must have.
• Willingness to travel to other service centre locations as required, demonstrating commitment to operational oversight and team engagement.

What makes you stand out:

• Strong understanding of the full brokerage process and operations transitions.
• Demonstrated leadership of large operational teams and performance management.
• Experience in SaaS delivery, flexible benefits administration, and operational compliance.

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.

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.

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.