Healthcare Team Leader

What can you expect?

To lead and engage a team and to take ownership in all aspects of talent management in line with MMB framework.

What will you be rewarded with?

• Good work life balance with a competitive salary

• Comprehensive benefits programs including: excellent pension contributions, private health insurance, tuition assistance, pension, employee assistance program, career mobility, employee network groups, volunteer opportunities, and other programs

• 25 days’ holiday with the option to buy or sell up to 5 days per year

We will rely on you to:

Have accountability for the quality of service provided by your team to ensure best practice across all aspects of client work. Drive continual improvement in quality, efficiency and service delivery.

Work directly with Clients, consulting teams and providers to develop and enhance the service provided to keep pace with changing legislation, client requirements and expectations, and take responsibility for implementing identified changes.

People (40%):

• Performance and absence manage team and proactively deal with issues as they arise in line with MMB framework
• Talent management including retention, recruitment and on boarding of new team members
• Improve/maintain colleague engagement 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 delivery within the team including flexible use across teams to accommodate peaks and troughs in workload
• Influence direct reports to take ownership of continuous improvement from idea through to implementation
• Provide coaching, mentoring, direction, and guidance to direct and indirect reports to create a high performing team
• Improve/maintain relationships with all MMB colleagues

Operational (30%):

• Ensure team achieve all 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
• Responsible for Risk & Compliance protocols including undertaking audits, reporting Errors & Omissions, breaches and recording complaints
• Ensure your team achieve accurate completion and maintenance of MMB’s systems to achieve set targets
• Ensure processes are adhered to and reviewed to maintain best practice, drive continual improvement, operational effectiveness and client profitability
• Lead on continuous improvement within your team/location
• Support and actively participate in the delivery of Consulting Delivery Operating Plans

Clients (30%):

• Ensure full support of New Business wins to create best possible first impression to new clients
• Support Consulting team to achieve targeted retention rates through the delivery of exceptional service
• Be a role model on communications with clients, colleagues and providers
• Partner with internal/ external stakeholders to achieve best service for client
• Attend client meetings as required
• Escalation point for client queries

What you need to have:

• Solid proven experience in managing people including absence and performance management, excellent service delivery, workload / resource planning and project management ideally in a financial services or customer 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

What makes you stand out:

• 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

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer’s more than 25,000 employees are based in 44 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annual revenue of $17 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit https://www.mercer.com/. Follow Mercer on Twitter @Mercer.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, religion, sexual orientation, gender identity or any other characteristic protected by applicable law.

We are an equal opportunities employer. We are committed to providing reasonable support to any candidate with a disability/health condition to allow them to participate fully in the recruitment process. We welcome candidates to contact us at TAUK@mmc.com to discuss any specific needs.