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Marsh & McLennan Service Delivery Manager Small Market - remote opportunity available in Urbandale, Iowa

The Service Delivery manager is accountable for overall management of the service delivery team and will ensure that the Consulting & Service Delivery partnership is operating efficiently and effectively for the client. Additionally, they will: · Monitor client health via dashboards focusing on and implementing steps to address areas of client dissatisfaction or Mercer risk · Work closely with fellow SDMs to ensure standardization across teams as well as identify areas for process improvements and enhancements · Work to engage additional resources when necessary to complete required work · Prepare for and facilitate weekly team meetings to discuss current events, initiatives, updates, and address questions · Act as first point of contact for Service Delivery Specialists for questions, escalations or clarifications · Ensure out of scope items/change orders are reviewed prior to submission to business partners to ensure they are appropriate and contain complete information. Review associated fees provided by business partners for appropriateness and notification process to clients. · Track costs for change orders to ensure they’re consistent across change type/complexity. · Lead global fix/enhancement work initiatives – ensuring Service Delivery Specialist (SDS) is updating client specific requirements, necessary changes are communicated with business partners, and updates are made and appropriate testing has taken place. Qualifications include: 7+ years in specific domains of HR administration ( Health& Group Benefits) is required Previous experience in Health & Welfare benefit administration and people management Excellent problem solving and analytical skills; proven ability to research, follow up and resolve complex issues or problems surfaced by the team Strong supervisory and leadership skills; ability to model desired work values and practices for other team members Ability to create a team setting that encourages both individual and team accomplishments; ability to establish 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. R065727-en R065727

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