Team Leader - Edinburgh

Recruiter
Marsh & McLennan Companies
Location
Lasswade, UK
Salary
Competitive
Posted
16 Aug 2019
Closes
21 Aug 2019
Ref
1236764226
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Company:MercerDescription:This Team Leader role will lead and engage a large team of client administrators and associate consultants and will take ownership of all aspects of talent management in line with our Mercer framework.You will have 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. As a new and growing part of the Marsh & McLennan business, Mercer Marsh Benefits is taking new solutions to the market that the consulting and support teams will be instrumental in delivering. A Key focus area will be to drive continual improvement in quality, efficiency and service delivery. Being a combination of different businesses, there is an important re-engineering role to play in ensuring that all processes are consistent across Mercer Marsh Benefits . You will be managing the application of this standardisation through training and development, with management team support. Knowledge, skills and experience: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 membersColleague engagement - improve results through action planning and continued focus.Ensure effective training and development plans are in place for all teamCapacity 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 implementationProvide 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 agreementsEnsure "Right first time" approach by team to minimise re-work required.Quality checking of colleagues work to ensure accuracyConduct 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/sEnsure 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/clientsClients:Accurate recording of time on appropriate financial system to ensure achievement of team financial / chargeable hours targetEnsure 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 managementPartner with internal/ external stakeholders to achieve best service for clientKnowledge, skills and experience:Significant and proven management of administration and/or operation teams, including absence and performance management, excellent service delivery, workload / resource planning and project management ideally in a financial services or service industryExcellent written and oral communication skillsAbility to establish and maintain relationships with both internal and external stakeholdersExcellent planning and organisation skills with ability to work to numerous deadlinesAbility to prioritise own and team workloadsAccuracy and attention to detailAbility to effectively manage team membersAbility to positively influence and motivate othersAble to share initiatives and experience with the teamAbility to make decisionsFinancial and Commercial AcumenGood understanding of Microsoft Office including ExcelProject ManagementStrong communication, influencing and negotiation skills.Analytical and problem solving skills including Lean management.Strong team playerAt Mercer, we make a difference in the lives of more than 110 million people every day by advancing their health, wealth, and careers. We're in the business of creating more secure and rewarding futures for our clients and their employees - whether we're designing affordable health plans, assuring income for retirement or aligning workers with workforce needs. Using analysis and insights as catalysts for change, we anticipate and understand the individual impact of business decisions, now and in the future. We see people's current and future needs through a lens of innovation, and our holistic view, specialized expertise, and deep analytical rigor underpin each and every idea and solution we offer. For more than 70 years, we've turned our insights into actions, enabling people around the globe to live, work, and retire well. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. At Mercer, we say we Make Tomorrow, Today. Visit www.mercer.com for more information and follow us on LinkedIn and 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. We welcome people looking to return to work as well. For more information, please visit us at: . Marsh & McLennan Companies & its affiliates aim to attract and retain the best people regardless of their gender expression or identity, marital and civil partnership status, ethnic origin, nationality, age, background, disability, sexual orientation or beliefs.Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.Full time

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