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Client Relationship Management

3 months ago

Leatherhead, Surrey, United Kingdom Mercer Full time

Client Relationship Manager, Pensions Administration


The Wealth Administration (WA) Client Management Team are responsible for the contractual, commercial and strategic relationships for Mercer clients with the associated administration services delivered by our Operations and Technology (O&T) teams.

This is an opportunity to join this client facing team, reporting to the Client Management location lead.

What can you expect?

  • In particular, the role will have a heavy focus on strong financial disciplines, revenue generation, project oversight, WIP and AR management.
  • You will play a pivotal part in working with the client RM's and Consultants in identifying new opportunities for revenue generation in administration and throughout Mercer more widely.
  • In addition, you will work closely with the scheme hubs within the O&T teams to optimise service and manage revenue projects effectively, ensuring client satisfaction with service through the proactive management of the client relationship.

What is in it for you?

  • The chance to develop your career within a large global organisation that is incredibly passionate about how it works and cares for their clients across the world.
  • Learn from industry leaders who will work closely with the team to help upskill, network and ultimately support the mission to generate growth across the business.
  • Competitive Benefits Package including: 25 days annual leave, up to 4 days of flexible bank holidays, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.
  • Remote working with occasional travel to client sites

We will count on you to:

  • Act as Client Relationship manager for a number of DB pension administration clients to retain, develop and grow the client relationship and work with the consulting portfolio owners and RM leads to manage and identify revenue opportunities.
  • Support the Senior CRM on very large DB Pension administration clients.
  • Attend Trustee and review meetings (virtually and occasionally in person)
  • Achieve revenue, profitability and growth targets for clients in portfolio.
  • Agree service provision and associated revenue with the client and work with the Mercer Operations and Technology teams to deliver these services.
  • Undertake client reviews and ensure action plans are put into place where appropriate.
  • Proactively take responsibility for developing and redefining both service offerings and clients' contracts to maximise profit, agreeing any changes with Mercer Operations and Technology contacts.
  • Act as the contact in contract negotiation for new business, ongoing contract extensions and rebids.
  • Maximise revenue and minimize and manage WIP and Debt both directly and through proactive discussions with clients and Mercer O&T.
  • Identify future industry trends and ensure service offering is compatible for client portfolio, proposing strategic direction and working with Mercer Operations and Technology or other LOBs as applicable.

What you need to have:

  • Experience of working for/with clients in the third party administration environment with DB pension clients.
  • DB pensions client management experience and willingness to progress in a client management environment
  • Experience of third party DB pension scheme administration
  • Experience of delivering in a targeted environment, and an understanding of managing costs to ensure profitability
  • Excellent communication and relationship building skills.

What makes you stand out:

  • Proven record of successfully working for/with clients in the third party administration environment.
  • Examples of achieving revenue and profitability targets, managing costs to budgets and proposals
  • Understanding of the complexities of the pension scheme administration service and market
  • Solid industry knowledge or an industry presence to identify and influence changes that affect the business
  • PMI qualifications desirable although not essential

MERCER
Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and

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

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