Introduction

Our client is a global professional services organization that provides data-driven, insight-led solutions in the areas of people, risk, and capital. The firm partners with organizations to strengthen resilience, enhance workforce engagement, and improve overall performance. With a strong global presence and deep local expertise, the company works closely with

clients to develop innovative and practical solutions that address evolving workforce and benefits challenges.

About the Role

The Client Servicing Lead will oversee the day-to-day operations of the Client Servicing team within the Health & Benefits practice in Japan. This role is responsible for ensuring the delivery of high-quality policy administration services while coordinating closely with a global service delivery team.

The position plays a key role in enhancing client servicing standards by implementing structured operational processes, guiding team members, and strengthening collaboration across internal teams. The successful candidate will contribute to operational efficiency, service quality, and the continuous improvement of client support processes.

Responsibilities

Policy Administration and Team Management

• Lead and manage the daily operations of the Client Servicing team, including task allocation and quality assurance.
• Provide coaching, mentoring, and guidance to team members to ensure consistent service delivery standards.
• Oversee employee data management and related administrative processes.
• Monitor the effective use of internal collaboration and document management systems, ensuring compliance with established protocols.
• Manage client support channels, including helpdesk operations, and ensure timely response and resolution of inquiries.
• Develop and maintain internal reference materials such as frequently asked questions and service guidelines.
• Establish and enforce procedures for inquiry handling, documentation, and escalation to account management teams where required.

Global Operations Coordination

• Provide guidance, training, and constructive feedback to global service teams supporting the Japan operation.
• Monitor and maintain the quality of work delivered by global teams, ensuring alignment with local service expectations.
• Collaborate with global teams to identify and implement process improvements.
• Maintain and update operational documentation, including standard work instructions, communication templates, and workflows.
• Deliver technical training to global teams when necessary.
• Support the transition of appropriate operational tasks to global delivery teams to enhance efficiency and scalability.
• Proactively identify and report service challenges, resource gaps, or operational risks to senior service leadership.

Requirements

• Experience in sales support, client servicing, or sales administration roles; experience within the insurance industry, brokerage, or related sectors is advantageous.
• Strong foundational IT skills, including proficiency with common office productivity tools.
• Native-level Japanese language ability.
• Functional English proficiency, including participation in meetings and written communication such as emails.
• Strong communication and interpersonal skills.
• Ability to work collaboratively in a team environment to enhance productivity and contribute to revenue growth.
• Strong multitasking and organizational capabilities.
• Proactive, resourceful, and capable of taking initiative.
• Adaptability and openness to change in a dynamic business environment.

Why Apply

This role offers the opportunity to join a globally connected organization at the intersection of workforce strategy and benefits consulting. The position provides exposure to international teams and cross-border collaboration while allowing the successful candidate to play a meaningful role in improving service delivery and operational excellence.

The organization promotes a flexible working environment with hybrid work arrangements based on team and client needs. It also offers a collaborative culture that values innovation, continuous improvement, and professional development.