Client Services Team Leader
Oliver Wyman
Glasgow - George
2d ago

Company : Mercer Description : What you can expect : To lead and engage a team of client administrators and to take ownership in all aspects of talent management in line with Mercer framework.

Accountability for the quality of service provided by your team and to ensure best practice across all aspects of client work.

Input into plans through liaison directly with the Client / other lines of business for developing and enhancing the service provided to keep pace with changing legislation, client requirements and expectations, and take responsibility for implementing identified changes.

Drive continual improvement in quality, efficiency and service delivery. What is in it for you? The chance to operate within a large global organisation that is incredibly passionate about how it works and cares for their clients across the world.

Learn from industry leaders who will work closely with the team to help upskill, network and ultimately support the mission to generate growth across the business.

A fantastic suite of employee benefits including an excellent pension contribution and life assurance 25 days of annual leave We will rely on you to : People : Performance and absence manage team and proactively deal with issues as they arise in line with Mercer framework.

Talent management including recruitment and on boarding of new team members Colleague engagement - improve results through action planning and continued focus.

Ensure effective training and development plans are in place for all team Capacity planning and management of available resources across all aspects of service delivery within the team including flexible use across teams to accommodate peaks and troughs in workload.

Influence direct reports to take ownership of identifying process changes and support them through to implementation Provide coaching, direction, and guidance to direct and indirect reports to create a high performing service delivery team.

Improve / maintain relationships with Consultants and ensure a proactive approach to all communications Operational : Adhere to internal and external service level agreements Ensure Right first time approach by team to minimise re-work required.

Quality checking of colleagues work to ensure accuracy Conduct monthly audits to ensure protocols are adhered to. Review processes and identify opportunities to improve the way we work, in order to improve efficiency and service to our clients.

Report any Errors & Omissions and complaints, as per reporting procedures whilst working to ensure satisfactory outcome.

Ensure your team achieve accurate completion and maintenance of Mercer’s Client Relationship Management platform / s Ensure processes are adhered to and reviewed to maintain best practice, drive continual improvement, operational effectiveness and client profitability.

Support and actively participate in the delivery of the UK Operational Excellence Plan. Attending client meetings as required by consultants / clients Clients : Accurate recording of time on appropriate financial system to ensure achievement of team financial / chargeable hours target Ensure full support of New Business wins to create best possible first impression to new clients.

Support Consultancy team to achieve targeted retention rates through the delivery of exceptional service. Effective communications with clients, consultants and providers in line with Mercer processes to enable scheme analysis and portfolio management Partner with internal / external stakeholders to achieve best service for client What you need to have : Some years experience in managing people including absence and performance management, excellent service delivery, workload / resource planning and project management ideally in a financial services or service industry Excellent written and oral communication skills Ability to establish and maintain relationships with both internal and external stakeholders Excellent planning and organisation skills with ability to work to numerous deadlines Ability to prioritise own and team workloads Accuracy and attention to detail Ability to effectively manage team members Ability to positively influence and motivate others Able to share initiatives and experience with the team Ability to make decisions Financial and Commercial Acumen Good understanding of Microsoft Office including Excel Project Management Strong communication, influencing and negotiation skills.

Analytical and problem solving skills including Lean management. Strong team player What makes you stand out : Makes personal investment to achieve business, personal and career goals Is loyal and committed to Mercer.

Acts as a positive role model for others. Takes ownership of work; demonstrates initiative, flexibility and commitment to get things done.

Ensures work is planned, prioritised and delivered to meet requirements. Considers the strategic value of the client when making decisions.

Generates, evaluates and shares creative solutions to work related problems to improve business performance. Considers the impact of decisions on clients, team members and colleagues.

Occasional travel will be required as part of this role Mercer provides insights, advice and technology-driven solutions to help build brighter futures for our clients, colleagues and communities.

Together, we’re redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being.

Mercer’s more than 25,000 employees are based in 44 countries, and the firm operates in over 130 countries. Mercer is a business of Marsh & McLennan Companies (NYSE : MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annualized revenue approaching $17 billion.

Through its market-leading businesses, including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment.

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients regardless of their gender expression or identity, marital and civil partnership status, ethnic origin, nationality, age, background, disability, sexual orientation or beliefs.

We are proud of our inclusive culture where everyone feels empowered to bring their whole selves to work and thrive. Learn more about our foundational values, mission and vision for the future by reviewing our Greater Good Policy Marsh & McLennan Companies and its Affiliates are EOE Minority / Female / Disability / Vet / Sexual Orientation / Gender Identity employers.

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