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• Work with the world’s leading companies and organizations to help them meet their most critical business challenges – Mercer counts 9 out of 10 Fortune® 100 companies among its clients
• Work for a company where diversity and inclusion are guiding principles – Mercer provides a supportive environment that encourages different approaches and different points of view. Our corporate culture respects and thrives on the individual cultures of our employees
• Work with the best and brightest individuals, colleagues who are committed to exceeding the high standards set by our clients – and by ourselves
• Work for a company that offers a vast array of learning and development opportunities
• Work for a company that conducts business with the very highest standards of integrity

• Company Name:
  Mercer
• Location:
  Boston, MA 02108
• Status:
  Full Time, Employee
• Reference ID:
  NOR001B4

A Client Services Team Leader is responsible for the day-to-day management and development of a team of Client Services Administrators and Client Services Analysts. To fulfill that role, the team leader will: 

• Direct the team to handle plan or client specific questions.
  


• Serve as a subject matter expert on the client's Plans and administrative procedures.


• Maintain extensive contact with clients and other Mercer consultants.


• Participate in client presentations to promote the HR Services Center.


• Ensure that the team delivers quality service to our clients, that accuracy and time standards are consistently met.


• Maintain a high level of professionalism and sense of urgency to ensure client and participant expectations are consistently met.


• Serve as the key resource for day- to-day issues.


• Ensure that the team is an effective resource for the client, for Client Services Administrators and Client Services Specialists, and for other teams.


• Ensure that the team receives continued training and development.


• Ensure that the team maintains a thorough understanding of the client's plans and benefit regulations by periodically testing their knowledge.


• Develop performance standards for team members and perform semiannual reviews as required; support standards through daily direction, coaching and counseling.


• Provide team development activities; motivate the team to ensure high morale and service.


• Recruit and train new hires associated with the client team.

• Bachelors degree and three to five years experience in defined benefit administration


• Strong proficiency with MS Excel and Word (proficiency in MS Access & MS Project highly preferred)


• Previous experience creating business processes for project implementation


• Excellent mathmatical skills (previous actuarial experience highly perferred)


• 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 and impact.