Marsh & McLennan Pensions Administration Team Leader in Croydon, United Kingdom

Wealth Administration is at the very core of Mercer Services business, managing our clients’ pension schemes. We focus on understanding and managing member expectations and ensuring that they receive the information they need, when they expect it and in a suitable format, enabling them to make informed decisions on their benefits.

We are currently recruiting for an Pensions Administration Team Leader to manage and direct the delivery of the administration services provided to your team’s client portfolio from your team directly and from other Mercer Central Services teams, such as Pension Payroll, Cashflow, Customer Relations Centre, etc. You will be accountable for the quality of service provided from within operations and ensuring that best practice processes are implemented and utilised consistently across all clients. You will provide input into plans through direct liaison with the Client/other lines of the Mercer 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 satisfaction.

You will report to the Administration Service Manager.


  • Ensure processes are adhered to and reviewed to maintain best practice, drive continual improvement, operational effectiveness and client profitability

  • Increase quality of service delivered by continuous and controlled improvement of processes used by the delivery teams, SLA agreements in force with clients and client profitability

  • Analyse root cause when issues arise to identify preventative action. Implement required procedural changes to minimize risk of recurrence

  • Direct and own team improvement projects taking responsibility for prioritising highest impact changes, working with the other LOB as appropriate to design, develop and implement the approved solutions for your clients. Some project management may be required

  • Have an awareness of service delivery across all Central Services Departments

  • Agree the performance targets for client delivery with the management team, create and implement team plans to ensure achievement of the targets

  • Accountable for the performance of the service delivery of your team and reporting progress using the agreed metrics on a monthly basis

  • Organise, motivate and coach team members to achieve the workflow and scheme event delivery targets based on service level agreements and timetables agreed with clients through training/management using coaching, direction, good working practices and adherence Mercer policy

  • Where required support CRM/Sales in the delivery of the ‘Mercer pitch’ to potential new clients

  • Maintain a forward planning schedule to balance resources available with anticipated demands and manage the day-to-day workload to overcome disruptions to deliver work to agreed national targets

  • Manage the production and sign off of proformas, system automation and SKB updates

  • Monitoring all project income within own control. Management of resources and proactive alignment of headcount with client service gains and losses. Understand client profitability and impact on your team resources as a result. Work with other Administration Service Managers to best utilise combined national Mercer resources locally

  • In line with overall service co-ordination responsibilities, identify areas for process improvement across customer service delivery thus improving or streamlining the service delivery and in turn increasing overall profitability. Any generic process improvements are fed through to the process improvement team

  • Manage expense budget for the team

  • Adhere to PfS framework and be responsible for recommending pay increases / promotions

  • To attend Trustee Meetings and or Administration Meetings with Clients

  • Hold client review meetings at appropriate intervals

  • To be responsible for ensuring Mercer client communications are distributed in a timely manner to ensure that required actions are implemented appropriately

  • Communicate with clients on changes to work planning schedules and from adhoc client demands, both directly to the client and indirectly through the Client Relationship Managers and colleagues in RRF

Skills & experience

  • Demonstrable management experience in Pensions Administration

  • Experience of managing and developing high performing teams

  • Experience of supporting the implementation of change

  • In depth knowledge of UK pensions legislation

  • Experience of managing project activity

  • Experience of Client facing service delivery

  • Experience of Budgets and client profitability management

  • Strong communication, influencing and negotiation skills.

  • Analytical & Problem solving skills

  • Strong team player to work closely with other Administration Service Managers and as well as with the wider Mercer Outsourcing Management Team

  • Ability to communicate effectively across multiple lines of operating teams and LOB’s

  • Strong coaching skills and ability to lead, motivate and inspire teams


Preferably educated to degree level with a Professional Industry qualification such as PMI / CII / ICS

Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset – their people. Mercer's 20,000 employees are based in more than 40 countries. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global team of professional services companies offering clients advice and solutions in the areas of risk, strategy and human capital. We strive to develop our staff offering them training, support, progression options and exposure to technical work to help them develop their skill set as well as their career.

Mercer recognizes the need to balance work and personal commitment. At Mercer we believe all roles can flex. Please speak to us about all available working options