Marsh & McLennan HRSS Operation Manager in Louisville, Kentucky

Location: Louisville, KY Are you a Leader who can mobilize people to perform their best? Do you excel at problem solving and have a strong customer service orientation? Showcase your skills in this very visible role where you will manage a team of 14 Employee Service Center people who provide payroll, tax and compliance information to employees throughout our company. If you are interested in taking your career to a new level, we would like to hear from you. In this role, you can expect to: Provide coaching and feedback to individuals to develop and enhance both individual and team performance Handle real-time decision making, approve time off requests, organize meetings, plan projects and provide direction to the team Monitor work volumes, systems & resources to ensure the team meets objectives Ensure SOPs and business processes are current and teams are trained in respective processes while also understanding compliance requirements Monitor cases, provide direction and final approval/resolution on exception and complex issues, override system directions as needed; act as an escalation point for complex cases or cases requiring special handling; oversee all reporting to clients/management including customer satisfaction surveys, monthly dashboards, and ad hoc requests Support the management of business relationship with internal partners and external vendors Manage any system changes/enhancements with the vendors in concert with any internal stakeholders Provide supporting research and documentation for Manager(s) and COE in situations that require escalation; work with the HRSS Service Delivery team on any process changes, communications, and feedback on services Support operational reporting and quality initiatives by providing data/reporting from case management tools; deliver operational efficiency through transition of work utilizing internal partners and key vendors; manage process executions to meet business needs Collaborate with internal HRSS departments as well as HR partners and COEs to ensure efficient and effective service delivery; supports current and future operational changes in scope of work completed by HRSS Qualifications Bachelor’s Degree or relevant experience 5+ years of experience managing a customer service environment People manager of teams larger than 10 people Knowledgeable in Payroll, Taxes, Work Day and/or have an human resources background Team player; strong collaboration skills Technology savvy – knowledge of Work Day, Service Now, Excel, Reporting Detail-oriented – enjoy digging into problems Problem Solver Excellent at multitasking Marsh & McLennan Companies is a global professional services firm providing advice and solutions in the areas of risk, strategy and human capital. It is the parent company of a number of the world’s leading risk experts and specialty consultants, including Marsh, the insurance broker and risk advisor; Guy Carpenter, the risk and reinsurance specialist; Mercer, the provider of HR and related financial advice and services; and Oliver Wyman, the management consultancy. With over 63,000 employees worldwide and annual revenue of over $13 billion, Marsh & McLennan Companies provides analysis, advice and transactional capabilities to clients in more than 130 countries. Its stock (ticker symbol: MMC) is listed on the New York, Chicago and London stock exchanges. Marsh & McLennan Companies Corporate serves as an internal business function providing infrastructure and operational services to our family of companies. Through a shared vision and best practices, we provide efficient and sustainable solutions to meet internal customer business needs. Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: 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: y. Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers. R035719-en R035719