Senior Officer, Client Management

Senior Officer, Client Management

Job Description Summary

Supports the delivery of client management activities within the Client Services function. Responsible for providing day-to-day client servicing, supporting account maintenance, and assisting in renewal and growth initiatives. Responds to inquiries, resolves issues, and ensures a high level of client satisfaction. Works closely with Account Managers and internal stakeholders to support client needs and identify opportunities to enhance service delivery. Applies standard processes and professional knowledge to carry out assigned tasks, while developing capabilities within the client management function.

Job Responsibilities

Build and maintain positive working relationships with clients and brokers across an assigned portfolio, supporting service delivery and client satisfaction

Support the end-to-end client servicing and renewal process, including preparing renewal materials, coordinating with internal stakeholders, and assisting in implementation activities

Work closely with Account Managers to understand client needs, monitor account status, and support retention and growth initiatives

Assist in analysing client data and preparing reports to help clients understand utilization trends and make informed benefit decisions

Support client engagements by ensuring timely and high-quality responses to service requests, including escalated claims and billing enquiries

Participate in client meetings and presentations, supporting communication of product offerings and service updates

Identify potential opportunities within existing relationships and collaborate with the Sales team to support cross-sell and upsell initiatives

Coordinate with internal teams (Claims, Operations, Product) to ensure seamless service delivery and resolution of client issues

Contribute to process improvement initiatives to enhance service efficiency and client experience

Support onboarding and implementation of new clients, ensuring a smooth transition into the Client Management team

Assist in handling more complex cases or regional accounts under guidance from senior team members

Job Requirements

• Bachelor’s degree with 2+ years of relevant experience in insurance, client servicing, or account support within a group business environment

• Strong interpersonal and communication skills, with the ability to work effectively across multiple stakeholders

• Basic analytical skills with the ability to interpret data and support reporting

• Able to communicate clearly and concisely, both verbally and in writing

• Good command of English and Chinese

• Proactive, team-oriented, with a positive can-do attitude