Health & Benefits, Client Servicing Lead - Tokyo

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 company’s 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

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.

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.

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