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Marsh & McLennan Client Operations Leader in Melbourne, Australia

Mercer is seeking candidates for the following position based in the Melbourne office: Client Operations Leader What can you expect? The Client Operations Leader actively manages the operational needs of a portfolio of client relationships for existing superannuation contracts. The role is accountable for ensuring the delivery of all operational services for a given client(s), with a focus on an exceptional member experience and meeting Mercer’s contractual obligations in relation to superannuation administration and associated services. They are the primary relationship owner between the Client/Trustee Office and Mercer operational teams in relation to superannuation administration services, building strong partnerships to support customer outcomes. Internally the Client Operations Leader acts as the voice of the client to continually influence decisions across Mercer to deliver improved outcomes for clients and their members, whilst balancing the competing demands of Mercer’s people and resources. What is in it for you? 35 hour working week Leading training and development program Fruit baskets twice a week, coffee, biscuits and great break out areas Brand new agile workspace in Collins Square Professional environment where your career path really matters and is supported in our global organization Great team environment with energetic and supportive colleagues Genuine work life balance In this role you will be responsible for: This role is split between 70% Service Delivery and 30% Client Liaison. Operational Service Delivery Ensures excellent end to end customer experience is achieved across all operational services and functions Ensures delivery of the Client’s administration services agreement in relation to administration, finance, governance, risk & compliance and contact centre services Actively manages SLAs, proactively addressing issues, both actual and potential Regularly and effectively communicates the status of SLAs to the client, including the design and delivery of plans to fix or exceed levels Works in partnership with the client to clarify the current service offering Gains understanding of the client’s future needs and expectations Influences strategic business outcomes to improve Mercer’s service delivery model and client satisfaction Client liaison and interaction Is the conduit, problem solver and first level escalation point – the “face of Mercer Operations” – for all operational client needs. Key client engagement team member, strongly contributing to thinking and planning that builds client and member satisfaction whilst understanding Mercer’s aims Key account member and works with the Client Manager, Relationship Manager and other team members to improve client satisfaction, and to optimise client retention. We would like you to have: Business Relevant Degree combined with extensive experience with relevant experience in a Financial Services firm RG146 Compliant Extensive operational management experience, preferably in financial services, particularly superannuation Proven leadership and cross-practice relationship management experience Experience in high level stakeholder management, and comfortable at executive leadership level Ability to resolve problems fairly and diplomatically Expert operational superannuation knowledge Excellent communication and influencing skills – written and verbal Ability to drive change and influence all levels of management An understanding of commercial drivers Evidence of continued professional development About Mercer: At 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. At Mercer, we say we Make Tomorrow, Today . Mercer is an equal opportunity employer committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex (including intersex), marital/parental status, ethnic origin, nationality, age, background, disability, sexual orientation and gender identity. Please apply using the link below, applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencement of employment . R069381-en R069381