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Pension Administration Sr. Team Leader

Location: Norwood, Massachusetts, United States

Secondary Locations: Indianapolis,Indiana,United States;Milwaukee,Wisconsin,United States;Urbandale,Iowa,United States;Vernon Hills,Illinois,United States;

Company: Mercer

Job ID R_050558-en

If you have the skills and desire to grow your career as a member of Pension Administration Team, this Pension Administration Senior Team Leader role may be the right fit for you. As a Senior Team Leader, you will be a pivotal member of the Client Services Leadership team and have direct influence on future developments and successful planned growth of Mercer Services. 

Responsibilities will include:

Service Delivery Management:

  • Management of service delivery team. This includes ensuring timely/ thorough issue resolution and response on client requests.
  • Regularly review client SLAs to ensure we are meeting client expectations and implementing steps to address areas of client dissatisfaction; recognizes and manages risk, highlight areas of risk to senior leadership as needed.
  • Support operational and compliance audits.
  • Responsible for disseminating information to team including client issues, clean-up work/strategies, process changes and being first point of contact for questions.
  • Lead/participate in client calls with the ability to engage in difficult or challenging conversations related to open issues, processes or changes.
  • Serve as a subject matter expert on the client’s plans and administration procedures.
  • Collaborate with fellow Team Leaders to ensure standardization across teams as well as identify areas for process improvement and enhancements.
  • Identify and engage additional resources when necessary to complete required work

Team & People Management:

  • Act as first point of contact for client team(s) for questions, escalations or clarifications
  • Be accessible to team for questions and support
  • Regular meetings with client teams; 1:1 meetings with direct reports. Coach direct reports in establishing goals, career-pathing & development opportunities
  • Ensure standard operating procedures are followed
  • Conduct performance appraisals, monitor workload and projects of team members to ensure work is aligned by resources, capacity and skills required.

    Qualifications:

  • Bachelor’s degree
  • 3-5 years experience in defined benefit administration
  • Demonstrated supervisory and leadership skills; ability to model desired work values and practices for all team members
  • Proficiency with MS Office Suite, including strong excel skills
  • 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

Mercer delivers advice and technology-driven solutions that help organizations meet the health, wealth and career needs of a changing workforce. Mercer’s more than 22,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), the leading global professional services firm in the areas of risk, strategy and people. With more than 60,000 colleagues and annual revenue over $13 billion, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. Marsh & McLennan Companies is also the parent company of Marsh, which advises individual and commercial clients of all sizes on insurance broking and innovative risk management solutions; Guy Carpenter, which develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities; and Oliver Wyman, which serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit www.mercer.com. Follow Mercer on Twitter @Mercer.

Mercer LLC and its separately incorporated operating entities around the world are part of Marsh & McLennan Companies, a publicly held company (ticker symbol: MMC).

Marsh & McLennan Companies offers competitive salaries and comprehensive benefits. For more information about our company, please visit us at: http://www.mmc.com/. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: www.mmc.com/diversity.

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