Senior Insurance Ops Specialist – General; Hybrid, HK

Company:

Mercer

We are seeking a talented individual to join our Business and Client Services (BCS) team s role will be based in Hong Kong. This is a hybrid role that has a requirement of working at least three days a week in the office.

• Serve as the day‑to‑day liaison between stakeholders and operations, coordinating issue resolution and escalating critical operational matters to manager as needed.
• Provide comprehensive back‑end broking support (Quotations, Placing Slips, Summary of Cover, Invoices, Policy Dispatch), assist with policy verification and data management.
• Translate complex operational processes into clear SOPs and user guides; collect stakeholder feedback and lead process‑improvement initiatives to boost efficiency and reduce errors.
• Manage stakeholder complaints, lead root‑cause analysis, implement corrective and preventive actions to reduce recurrence.
• Ensure compliance with insurance regulations, company policies and industry standards; contribute to meet SLAs/KPIs/TAT and accuracy targets in daily operations.
• Perform ad hoc duties and special projects assigned by your manager.

• 2+ years of experience in the insurance industry preferred, with solid knowledge of operational processes and regulatory requirements.
• Proficient communication skills in spoken, listening, and written Cantonese and English are required.
• Proven ability to manage stakeholder relationships, comfortable proposing and delivering practical solutions and process improvements.
• Strong interpersonal and problem‑solving abilities.
• Proficient in Microsoft Word, Excel, PowerPoint and familiarity with automation tools is an advantage.
• Detail‑oriented, target‑driven and able to work independently in a fast‑paced environment with resilience under pressure.

• Professional development opportunities, interesting work and supportive leaders.
• A vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients and communities.
• A range of career opportunities, benefits and rewards to enhance your well‑being.

Marsh is committed to creating 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.