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Aon is currently recruiting a Senior Manager, Enrolment – Health Solutions to join our team in Hong Kong. The incumbent will be responsible to assist the business line department in providing account management to the existing and potential clients.
Job Responsibility:
Lead and manage onshore enrolment team, including performance, coaching, and development
Oversee day-to-day enrolment operations to meet accuracy, timeliness, and SLA targets
Act as primary escalation point for complex or high-risk client complaints and issues
Conduct root-cause analysis on complaints and implement corrective and preventive actions
Design, update, and deliver training and process documentation for offshore enrolment teams
Provide ongoing support, feedback, and quality oversight for offshore team leads and staff
Support offshoring initiatives by assessing tasks for migration, documenting processes, and managing knowledge transfer
Drive continuous process improvement to enhance efficiency, quality, and client satisfaction
Build strong relationships with internal stakeholders (e.g., Account Management Team, Operations, IT, Project teams) to support seamless end-to-end service
Leading various projects as assigned by supervisor
Requirements:
Degree in any relevant discipline
Minimum 7 years working experience in Employee Benefits in broker firm or insurance company(ies)
Holder of FLMI or LOMA preferred or passed in IIQE Papers
Client-centric mindset with a calm, professional approach to complaint handling
Excellent communication skills (written and verbal), able to work effectively across cultures
Strong problem-solving and root-cause analysis capabilities
Ability to design and deliver training, including documentation and SOPs
Immediately available preferred
What we offer:
Comprehensive benefits package
Inclusive workforce
Agile environment to manage wellbeing and work/life balance