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Client Implementation Lead / Project Manager, Flexible Benefits

Location: Hong Kong, Hong Kong

Company: Mercer

Job ID R_061193-en

Mercer is a global leader in human resource consulting, outsourcing and investment services, with more than 25,000 clients worldwide. We have a global network of more than 20,000 employees based in over 40 countries. Mercer consultants help clients design and manage health, retirement and other benefits and optimize human capital.

To cope with the growth in our business, we are looking for a strong technical and analytical person to join our Health & Benefits Implementation team.

Client Implementation Lead / Project Manager, Flexible Benefits

Are you an experienced operations professional and seeking for a chance to step into a unique and challenging role where you can grow further professionally?

  • An opportunity to work for a market leader
  • Work in a fast-paced, energetic, action-oriented, and stimulating environment
  • Be part of a dynamic and supportive team

Mercer is seeking a dynamic and ambitious Project Manager with 10+ years of demonstrated experience to be part of the Global Health Delivery team. The mission of the team is to provide an exceptional customer experience with a focus on simplifying processes, leveraging best practices and a strong engagement model for both colleagues and the businesses.

This position supervises professional level employees across multiple levels in the implementation group and reports into the Head of Client Implementation - Asia.

This role sets goals and objectives for team members for achievement of client delivery. Manages a technical team and also works independently on projects, consistently applies critical thinking, manages activities against project scope and budget, and mentor’s others on one or more implementation technical functions. Responsibilities includes adherence to and continual improvement of best practices and documentation standards, keeping management apprised of progress and risks, partnering and communicating effectively with other project team members, and executing the function efficiently, accurately and timely on each client project.

Job Responsibilities

  • Lead Hong Kong Client Implementation team.
  • Present & participate in sales pitches to demonstrate our technology proposition and knowledge in handling complex schemes,
  • Work closely with client & consultants to review & finalise flex scheme design to ensure no gaps with the technology.
  • Post sales, engage client HR & Technical team and managing their expectations around Flex technology based on the agreed scope.
  • Ensure effective delivery of Flex Solution to regional clients
  • Demonstrate project management, leadership and team management skills.
  • Become subject matter expert on the Flex technology solution and provide required training to new team members on the technology.
  • Supervises staff during the implementation process to ensure complete, accurate and on time delivery.
  • Provide project management overseeing end-2-end client delivery.
  • Connect with clients to collect requirements, acquire input, and communicate Mercer’s plans and deliverables
  • Adhere to the Flex implementation methodology for the client delivery i.e. Initiation; Requirements; Design &Configuration; Testing & UAT; Go Live; Project closure.
  • Maintain effective change control to ensure successful on-time and on-budget delivery
  • Use JIRA to raise work requests for the implementation team to configure,
  • Undertake test planning and execution of the Flex system prior to the client user acceptance testing.
  • Interface with other teams in Mercer EH&B (client management teams, System Configuration Team and offshore service centre) for optimal service delivery and issue resolution
  • Provide status reporting and issue escalation to Client Implementation Lead.
  • Act as the escalation point for issues related to Flex Solution delivery (e.g. from offshore service centre)
  • Deliver the Flex Solution leveraging the capabilities of the Flex system by
    • acting as the interface between the off-shore technical team and other parties (clients and other Mercer units)
    • participating in system-related activities such as change requirement definition and tests
  • Manages customer expectations and resolves project conflicts and delivers the assigned project on time.
  • Manage team workloads, projects allocation, team performance and reviews.
  • Facilitates all meetings with Mercer local team and client on overall delivery.
  • Identifies documents and manages project risks, open items, schedules, scope, and priorities.
  • Assigns project tasks to the appropriate team members to ensure completion of the project within commitment.

Job Requirements

We are seeking for a highly motivated candidate with at least 10+ years of operations and technology experience serving the insurance/ financial services industry.

In Addition, You Should Possess:

  • An undergraduate degree in information technology, information systems or computer science is required.
  • Demonstrates strong MS Project skills & experience and advanced MS Office Skills
  • Ability to read, write, understand and communicate system requirements documentation;
  • Proven ability to successfully manage projects of varying complexity.
  • Ability to operate/ navigate in a multi-cultural business environment
  • Quantitative, fact-based approach to decision making
  • Demonstrated financial acumen and commercial mind-set
  • Previous experience of Employee Benefits, brokerage or managing the delivery of HR information system is an advantage.
  • Darwin knowledge is a plus
  • Lean Six Sigma and/ or Project Management certification preferred.
  • Proven Stakeholder and Vendor management skills
  • Effective Time management, analytical and problem solving skills;
  • Proficient verbal and written communication skills in English.
  • Strong customer focus and detail oriented
  • Demonstrates strong management skills required to lead teams in achievement of goals and objectives.

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