Health & Benefits, Client Servicing Lead Tokyo
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Job Location:
Monthly Salary:
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
The Business
Today employers understand that their benefits can be instrumental in shaping the type of organization they are and the way their employees and their peers perceive them. They are also embracing a broader notion of what constitutes employee benefits. The likes of workplace culture DE&I ESG and flexible work policies are all increasingly being seen as part of the benefit landscape.
In Health & Benefits Asia Pacific we help employers across the region develop and sustain a benefits program that can help to promote a healthy and high-performing workforce using our deep subject matter expertise innovation and extensive research. Our core services address the most critical benefits issues that organizations of all sizes are facing today.
Benefits advisory to help develop a modernized benefit and wellbeing program aligned with organizational strategy and employee needs.
Benefits broking and placement service to help source assess implement and manage the providers for the companys insured benefits.
Flexible benefits consulting and administration services to enable employees choice and benefits personalization to meet their different needs.
Underpinning our core services is an integrated scalable ecosystem of proprietary benefits technologies namely Benefits Engine (broking admin system) Benefits Insights (employer experience) and Embark (employee experience) which deliver a unique level of efficiency reliability and consistency.
The Role
The Client Service Lead is responsible for managing the day-to-day operations of the Client Servicing team within the Japan Health & Benefits practice. This role focuses on delivering high-quality policy administration services coordinating with the Global Delivery Center (GDC) and ensuring efficient team operations. The position plays a key role in driving client servicing excellence by implementing structured processes coaching team members and fostering effective cross-functional collaboration.
Key Responsibilities
Policy Administration
Lead and manage the Client Servicing teams daily operations including work allocation and quality assurance.
Provide coaching mentoring and guidance to team members to ensure consistent service delivery.
Oversee census handling activities.
Monitor and ensure proper utilization of the TCT (Team Collaboration Tool) by both Japan H&B and GDC teams ensuring files are stored according to protocol.
Manage the hotline helpdesk process:
Draft review and maintain FAQs for team reference.
Establish and enforce standards for call handling logging and escalation to account managers.
GDC Operations Oversight
Provide guidance training and constructive feedback to GDC teams supporting Japan H&B operations.
Maintain oversight of GDC work quality and ensure alignment with Japan team expectations.
Collaborate with GDC on process improvement initiatives; ensure Standard Work Instructions (SWIs) email templates and workflows are up to date.
Deliver technical training to GDC teams as needed.
Facilitate volume transition to GDC:
Ensure the Client Servicing team understands the scope of GDC support and leverages it effectively.
Identify and report service issues resource gaps or risks to the Service Delivery Team Lead proactively.
At WTW we trust you to know your work and the people tools and environment you need to be successful. The majority of our colleagues work in a hybrid style with a mix of remote in-person and in-office interactions dependent on the needs of the team role and clients. Our flexibility is rooted in trust and hybrid is not a one-size-fits-all solution.
Qualifications
- Experience in sales support or sales administration work (advantage if you worked in insurance company or insurance agent / broker)
- Fundamental IT skills (Outlook Word Power Point and Excel)
- Native-level Japanese
- English literacy (Participate in call in English writing and reading English emails)
- High communication skill
- Contribute to enhance productivity and to maximize revenue with teamwork
- Do multi-task operations
- Witty forward-thinking and capable of taking initiative
- Adaptability to change
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
