Team Leader

Edinburgh, United Kingdom | Mercer

  • Industry:
    Management Consulting
  • Position Type:
  • Functions:
    Operations / Production
  • Experience:
Job Description:
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This Team Leader role will lead and engage a large team of client administrators and associate consultants and will take ownership of all aspects of talent management in line with our Mercer framework.

You will have accountability for the quality of service provided by your team and to ensure best practice across all aspects of client work. Input into plans through liaison directly with the Client/other lines of business for developing and enhancing the service provided to keep pace with changing legislation, client requirements and expectations, and take responsibility for implementing identified changes. As a new and growing part of the Marsh & McLennan business, Mercer Marsh Benefits is taking new solutions to the market that the consulting and support teams will be instrumental in delivering. 

A Key focus area will be to drive continual improvement in quality, efficiency and service delivery.Being a combination of differentbusinesses, there is an important re-engineering role to play in ensuring that all processes are consistent across Mercer Marsh Benefits .You will be managing the application of this standardisation through training and development, with management team support. 

Knowledge, skills and experience:


Performance and absence manage team and proactively deal with issues as they arise in line with Mercer framework.

Talent management including recruitment and on boarding of new team members

Colleague engagement - improve results through action planning and continued focus.

Ensure effective training and development plans are in place for all team

Capacity planning and management of available resources across all aspects of service delivery within the team including flexible use across teams to accommodate peaks and troughs in workload. 

Influence direct reports to take ownership of identifying process changes and support them through to implementation

Provide coaching, direction, and guidance to direct and indirect reports to create a high performing service delivery team.

Improve/maintain relationships with Consultants and ensure a proactive approach to all communications.


Adhere to internal and external service level agreements

Ensure “Right first time” approach by team to minimise re-work required.

Quality checking of colleagues work to ensure accuracy

Conduct monthly audits to ensure protocols are adhered to.

Review processes and identify opportunities to improve the way we work, in order to improve efficiency and service to our clients.

Report any Errors & Omissions and complaints, as per reporting procedures whilst working to ensure satisfactory outcome.

Ensure your team achieve accurate completion and maintenance of Mercer’s Client Relationship Management platform/s

Ensure processes are adhered to and reviewed to maintain best practice, drive continual improvement, operational effectiveness and client profitability. 

Support and actively participate in the delivery of the UK Operational Excellence Plan.

Attending client meetings as required by consultants/clients


Accurate recording of time on appropriate financial system to ensure achievement of team financial / chargeable hours target

Ensure full support of New Business wins to create best possible first impression to new clients.

Support Consultancy team to achieve targeted retention rates through the delivery of exceptional service.

Effective communications with clients, consultants and providers in line with Mercer processes to enable scheme analysis and portfolio management

Partner with internal/ external stakeholders to achieve best service for client

Knowledge, skills and experience:

Significant and proven management of administration and/or operation teams, including absence and performance management, excellent service delivery, workload / resource planning and project management ideally in a financial services or service industry

Excellent written and oral communication skills

Ability to establish and maintain relationships with both internal and external stakeholders

Excellent planning and organisation skills with ability to work to numerous deadlines

Ability to prioritise own and team workloads

Accuracy and attention to detail

Ability to effectively manage team members

Ability to positively influence and motivate others

Able to share initiatives and experience with the team

Ability to make decisions

Financial and Commercial Acumen

Good understanding of Microsoft Office including Excel

Project Management

Strong communication, influencing and negotiation skills.

Analytical and problem solving skills including Lean management.

Strong team player