• ICAT
  • Norwood , MA
  • Non-Executive Management
  • Full-Time
  • 347 Pleasant St

Company:MercerDescription:The Service Delivery team prides itself on being a strategic thought leader that handles client relationships with the utmost professionalism. As the Service Delivery Manager, you will be a pivotal member of the Client Services Leadership team and have direct influence on future developments and revenue streams for the successful planned growth of Mercer Marketplace 365. Bring an innovative, strategic mind with a passion for developing client-relationships and working with numbers will have the opportunity to shine in this role. Responsibilities include:Service Delivery Management:Accountable for overall management of service delivery team. This includes ensuring timely & thorough issue resolution as well as timely response on client requests.Accountable to ensure the Consulting & Service Delivery partnership is operating efficiently and effectively for the client.Monitor client health via dashboards focusing on and implementing steps to address areas of client dissatisfaction or Mercer riskMonitor client SLAs to ensure we are hitting on client level Reporting areas of risk to senior leadership as neededWork closely with the Service Delivery Specialist (SDS) to evaluate risk and message to consulting and client when we are asked to support nonstandard processes.Recognize and manage risks or issues that may arise across clients to protect against further errors and omissions.Support operational and compliance audits.Responsible for disseminating information to team including multi-client issues, clean-up work/strategies, multi-client process changes and being first point of contact for questions.Team & People Management:Prepare for and facilitate weekly team meetings to discuss current events, initiatives, updates, and address questionsAct as first point of contact for Service Delivery Specialists for questions, escalations or clarificationsBe accessible to team for questions and support including facilitatingWeekly one on one meetings with direct reports. Help direct reports establish goals, career path & development opportunitiesMonitor and ensure team s adherence to control objectives including , maintaining project logs and utilization of standard Marketplace processes and templatesMonitors client health and works with Service Delivery Specialist on get to green plans for red clientsQualifications include:5-7 years experience in Health & Welfare benefit administration and people managementExcellent problem solving and analytical skills; proven ability to research, follow up and resolve complex issues or problems surfaced by the teamStrong supervisory and leadership skills; ability to model desired work values and practices for other team membersAbility to create a team setting that encourages both individual and team accomplishments; ability to establish goals and evaluate the performance of team membersExcellent oral and written communication skills; ability to present complex issues/data with a high level of clarity and impactMarsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.Full time

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* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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