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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.

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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.

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• 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 company’s insured benefits.

• Flexible benefits consulting and administration services to enable employees’ choice and benefits personalization to meet their different needs.

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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.

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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.

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Key Responsibilities

1. Policy Administration

• Lead and manage the Client Servicing team’s 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.

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1. 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.

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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.

• 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