Mercer is seeking a talented Team Leader to join the Client Solutions Team. This role will be based in Warsaw, Poland, and will be a hybrid role and has a requirement of working at least three days a week in the office.
The Client Solutions Team (CST) is a group of client-facing colleagues who have the main goal of client satisfaction. Within the different sub-teams, they support consultants and clients across EMEA in diverse areas of the Career business like industries, rewards surveys, mobility, contract management or indirect sales.
As a member of the CST, you will have a chance to make a direct impact in Mercer clients experience with our Career Products, especially in the surveys area, working in partnership with local markets.
As a CST Team Leader of one of our Surveys teams, you will manage a group that provides an expert advice on Mercer's products, prices, delivery dates, contracts, methodology and tools.
This is an opportunity to join an energetic and diverse team, with a strong sense of collaboration and growth mindset. You'd be in a place full of learning opportunities, where you can develop yourself and help others develop. We appreciate new ideas brought to the table and open communication, as much as commercial and client service mindset.
We will count on you to:
Manage a team - people's development, workload and time management, team's engagement, regular feedback and annual goals setting and reviews
Organize the team’s workload and ensure that all tasks are done with proper quality and in a timely manner.
Monitor existing processes and workflows while ensuring EMEA CST good practices are followed (daily stand-ups, team meetings -when necessary-)
Be able to take decisions on the best way to respond to requirements, resolve issues and monitor metrics
Work with local market teams, stakeholders and clients to meet their needs and deliver key tasks
Provide valuable input into the development of new processes and standards to support the business strategy as well as improve or adapt methods of working
Work with colleagues on implementing suitable business processes and standards
Coach team members to ensure they are aware of client issues and requirements in terms of information offered in the product portfolio
Peer review communications to clients and markets when required
Participate as team member and/or project lead in special business projects
What you need to have:
2+ years of experience in a compensation & benefits and/or customer support environment and (not excluding) 2+ years experience in people management
Experience in client management - direct contact, service, negotiations, consulting, identifying clients' needs
Established history of coordinating transformation projects while monitoring project progress and making adjustments as needed to ensure successful delivery. Identify potential risks and develop mitigation strategies.
Proven record of leading process improvement initiatives to enhance efficiency and effectiveness.
Demonstrated success in team planning and implementation activities. The ability to manage heavy workloads to meet deadlines and deliver consistently high standards of work by planning and prioritising effectively
Excellent communication and interpersonal skills, as well as the ability to interact across all levels of the organisation, are essential for this role
Proven facility to develop a network of contacts, internal and external, for knowledge sharing
Team player able to cross-collaborate or work independently if required
Good organizational skills and stakeholders management
Fluency in English
What makes you stand out:
working knowledge of Data Analysis - medium to large sized databases
Lean methodology and Six Sigma certification
Advanced Process Mapping and Workflow Optimization background
Knowledge of other languages
Commercial and continuous improvement mindset
Why join our team:
We help you be your best through professional development opportunities, interesting work and supportive leaders.
We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
Work with a multinational and multilingual community in an energetic environment and friendly culture– our primary working language is English
Collaborate with multinational clients and enable them to succeed with Mercer Solutions and Tools.
If you are interested, please send your CV in English
Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.
Marsh McLennan is committed to creating 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.
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.
