Client Operations Manager

Job Description For Posting

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. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. At Mercer, we say we Make Tomorrow, Today.

What can you expect?

As a Client Operations Manager you will be supporting our investment consultants in overseeing the transition of our clients into our Mercer Delegated DC solutions. The Client Operations Manager will work on multiple implementations and transitions as part of the Mercer Delegated DC solutions team as well as other special projects. You will also assist in the day-to-day tasks to support good governance for our clients and operational reporting.

What is in it for you?

• A company with a strong Brand and strong results to match
• Culture of internal mobility, collaboration and valued partnership with HR from the business.
• Employee Resource Groups, which provide access to leaders, relevant volunteer and mentoring opportunities and interactions with counterparts in industry groups and client organizations.
• Competitive pay (salary and bonus potential), Full benefits package – starting day one (medical, dental, vision, STI/LTI, life insurance, generous retirement match AND contribution to our defined contribution plan).
• Generous Parental Leave and Tuition Reimbursement plan per year.
  
  

We will count on you to:

Implementation and Transition:

• Coordinate the activities required to transition clients to the new Record keeper
• Act as primary contact for the client, Mercer and the record keeper during the client transition from the incumbent record keeper to the delegated Record keeper
• Maintain excellent client related documentation and notes summarizing client issues
• Look for opportunities to improve on existing processes related to transition and implementation
• Partner with consultant and assigned Record keeper contact to properly set client expectations for the implementation and on-going administration
• Interact with Record keeper’s implementation manager during the transition and implementation process and with the account executive on an ongoing basis
• Manage any non-standard operational issues as they arise
• Meet with the Record keeper on a monthly basis to review any issues and concerns raised during past implementations and ongoing servicing of the clients
• Prepare any applicable initial employee communication as part of the implementation or transition process
• Review the timeline of the implementation process prepared by the Record keeper
• Review any employee communication issued by the Record keeper
• Maintain accountability for accurate and timely completion of all project tasks and provide guidance to team members to ensure the overall success of the project
• Review the contracts issued by the Record keeper
• Demonstrate ease and effectiveness when dealing with clients, prospects, record keepers and colleagues at all levels;
  
  

Governance Documentation:

• Prepare, review, and send various governance documents.
• Ensure accuracy and compliance with regulatory requirements and internal policies.
• Collaborate with internal stakeholders to gather necessary information and ensure timely delivery of documentation.
  
  

Operational Tasks:

• Assist in the preparation and review of quarterly invoices, client disclosures, and account renewals.
• Participate in the review and enhancement of sales documentation and processes to ensure accuracy and alignment with company messaging.
• Support in the review of financials.
• Assist in the distribution of newsletters to plan sponsors.
  
  

What you need to have:

• Bachelor’s degree, preferably in business, finance, actuarial studies, or related discipline;
• Strong project management skills including accuracy, accountability and focus on results.
• PMP certification is preferred
• Relevant experience in client transition, client management, investment consulting, financial services or pension environment working in an analyst capacity is preferred;
• Comprehensive knowledge of DC administration and transition business
• Knowledge of the investment and pension environment
• Knowledge of pension legislation
  
  

What makes you stand out:

• Strong communication and translation skills (both written and oral, in English and French would be an asset)
• Strong client relationship and leadership skills;
• Strong organizational and time management skills;
• Ability to multi-task, work in high volume, work under tight deadlines and demonstrate problem solving skills;
• Overall good technical skills including proficiency in Microsoft Office.
  
  

Marsh is the world’s leading insurance broker and risk adviser. With more than 45,000 colleagues advising clients in over 130 countries, Marsh serves commercial and individual clients with data-driven risk solutions and advisory services. Marsh is a business of Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people. With annual revenue of $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. For more information, visit marshmclennan.com, follow us on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

In accordance with applicable legislation, Marsh McLennan will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need please contact [email protected].

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

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