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Delivery Support Carrier File Manager

Location: Norwood, Massachusetts, United States

Secondary Locations: Urbandale,Iowa,United States;

Company: Mercer

Job ID R_059973-en

The Delivery Support Carrier File Manager is responsible for overseeing the day-to-day management and development of the processing team. To fulfill this role, the Manager will:

  • Maintain a high level of professionalism and sense of urgency to ensure client and participant expectations are consistently met; extensive contact with vendors and client service teams
  • Serve as a subject matter expert on the outbound file process and responsible for the oversight of the resource resolving day-to-day issues
  • Ensure that the team delivers quality service to our clients, accuracy and time standards are consistently met; direct the team to handle plan or client specific questions; keep the team updated on the file processes and related benefit regulations by testing their knowledge and through training and development
  • Manage the change management function surrounding the outbound file process as it relates to internal systems changes, client requirements or annual enrollments
  • Manage outbound file process and identify areas for continued improvement; drive best practice and standards across the internal teams as well as with vendors

Ensure Data is protected and strong controls are in place to mitigate risk areas associated with outbound file process


  • 3-5 years of relevant industry experience. Experience working in a matrix-environment with cross-functional teams.
  • Experience in specific domains of HR administration (Health Benefits) is preferred
  • Strong oral and written communications skills
  • Ability to work in Global environment and communicate effectively
  • Strong problem-solving and analytical skills
  • Strong self-starter, fast learner, quality conscious, committed to deadlines

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