As a Team Leader, you will be a pivotal member of the Health and Benefits Client Services Leadership team and have direct influence on future developments and growth of Mercer Services.
Ownership of overall management of service delivery team. This includes ensuring timely/ thorough issue resolution and response on client requests.
Accountable for ensuring the Consulting & Service Delivery partnership is operating efficiently and effectively for all assigned clients.
Monitor client health via dashboards focusing on and implementing steps to address areas of client dissatisfaction or Mercer risk
Regularly review client SLAs to ensure we are meeting client expectations; highlight areas of risk to senior leadership as needed
Recognize and manage risks or issues that may arise across clients to protect against further errors and omissions.
Support operational and compliance audits.
Responsible for disseminating information to team including multi-client issues, clean-up work/strategies, multi-client process changes and being first point of contact for questions
Team & People Management:
Prepare for and facilitate weekly team meetings to discuss current a, initiatives, updates, and address questions
Act as first point of contact for Service Delivery Specialists for questions, escalations or clarifications
Be accessible to team for questions and support including facilitating
Weekly 1:1 meetings with direct reports. Coach direct reports in establishing goals, career-pathing & development opportunities
Monitor and ensure team's adherence to control objectives including , maintaining project logs and utilization of standard MM365 processes and templates
Utilize MercerPulse data to forecast workflow and to determine appropriate resourcing for activities; effectively manage any changes needed
Process Management & Reporting:
Review out of scope items/change orders prior to submission to business partners to ensure they are appropriate and contain complete information as well as associated fees provided by business partners for accuracy and proper notification to clients.
Track costs for change orders to ensure they're consistent across change type/complexity.
Lead global fix/enhancement work initiatives ensuring Service Delivery Specialist (SDS) is updating client specific requirements, necessary changes are communicated with business partners, updates are made and appropriate testing occurred.
Accountable for validating all required reporting (internal and external) is being completed by team and accurately reflects open issues and status. Reports include dashboards, ad-hoc requests for information from internal teams/ business partners, and client reporting such as premiums
3-5 years in specific domains of Health& Group Benefits administration is required
Demonstrated supervisory and leadership skills; ability to model desired work values and practices for all team members
Excellent problem solving and analytical skills; proven ability to research, follow up and resolve complex issues or problems surfaced by the team
Ability to create a team environment that encourages both individual and team accomplishments; ability to establish measurable goals and evaluate the performance of team members
Excellent oral and written communication skills; ability to present complex issues/data with a high level of clarity and impact
Proficiency with MS Office Suite, including strong excel skills
Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.