Junior Client Service Manager - Singapore - Mercer

Mercer

Verified Company

Singapore

3 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

Welcome to Brighter

Ready to be part of a company that is not only leading the market, but transforming in the most exciting way? In Singapore, we are a team of experts who believe in building brighter futures for our clients and community by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and wellbeing.

At Mercer, we walk the talk:

Voted #1 HR Consulting Company globally
Recognized as Asset Consultant of the Year for 4 consecutive years by Asia Asset Management
Named Best Employee Engagement Consultancy and Best Corporate Wellness Provider by Human Resources Online
Great Package and Recognition Programs
Energetic & flexible environment surrounded by supportive colleagues

We take care of our people and we pride ourselves in our diverse and inclusive workforce with our "people first" culture.

We make sure our people are continually learning and growing, providing them with outstanding career development, on-the-job learning opportunities and financial rewards.

Most importantly, we are committed to making your journey with us meaningful and fun.

In order to support our team and strengthen the growth of our APAC business, we are looking for a:

Junior Client Service Manager, Darwin Managed Services

What can you expect?
Darwin is changing Benefits for Good. Our unique and innovative SaaS platform takes employee engagement to a whole new level. We are fast paced, ambitious, people focused and on a journey to dominate the global benefits market. Join us on our journey and take the next step in your career with the Managed Services team.

We will count on you to:

Work closely with the Client Success Manager, the Client Service Manager is responsible for owning any operational client activities.
Ensure all actions, issues and projects are tracked via a Service Toolkit, and progress from Darwin and the client is communicated on regular Client service calls.
Proactively work with Darwin delivery and support teams to ensure all team members deliver to the client as per the client plan, holding delivery teams to account and regularly updating the Client Success Manager on progress.
Prepare using best practice templates information like Darwin Management Information, Toolkit Status Updates, Service Reporting Packs and Commentary as needed by the Client Success Manager, for meetings such as business reviews.
Work with Darwin delivery and support teams, the Service manager owns Client issues to resolution, acting as an escalation point where necessary.
Proactively look for opportunities to improve the Clients' service experience and maximize their Pulse score.
Own incident escalation management, coordinating between internal and external stakeholders to obtain a resolution for incidents and escalations within SLA. Reviews Root Cause Analysis provided internally to cascade to clients.

What you need to have:

Bachelor's degree or higher diploma
Solid experience working in a B2B environment
1 to 3 years of experience with strong client service management experience
Prior experience in working in the technology industry is a plus
Very organized, with strong time management skills they plan proactively and manage expectations well