Operations Team Leader

**Operations Team Leader**

**We’re Mercer Marsh Benefits**

Mercer Marsh Benefits (MMB) was born out of the unification of the world’s best human resources consultancy, the global leader in people risk advisory, and the number one disruptive benefits technology firm to form a unique employee benefit business. Together, we have shaped some of the world’s most loved employee benefit experiences for small companies, growing enterprises, and global firms.

At the heart of MMB is the Employee Health and Benefits (EHB) Operations Team as the central support hub. As the EHB Operations Team Leader, you’ll be leading this critical team, which encompasses Group Life and Disability Insurance, Accident & Health Insurance, and Corporate Health teams, among others.

The role of the EHB Operations Team Leader spans a range of responsibilities, including overseeing claims handling, underwriting case management, and addressing employee policy inquiries, as well as managing the team’s handling of continuation options, invoicing, and providing essential administrative support to EHB client managers.

Your leadership will play a pivotal role in nurturing a culture of excellence, ensuring that existing processes and procedures are optimised for peak operational efficiency. You'll empower colleagues and clients within the framework of our service vision, proactively mentoring your team, exceeding internal KPIs and achieving exceptional client satisfaction in both operational management and services. Furthermore, you'll serve as a primary point of contact for client management and placement teams, addressing operational processing and service exceptions.

Our EHB clients are paramount to our mission. The EHB Operations Team is more than just a support unit - it's the driving force behind our client managers' success. Guided by our service vision, we're dedicated to delivering industry-leading solutions that are timely, efficient, accurate, and consistently professional.

This role offers a unique opportunity to shape the future of EHB Operations management while contributing to our overarching service excellence.

**Responsibilities**:

- Prioritise and delegate workloads across the team
- Develop teams to provide accurate and exceptional quality work
- Build trust with the EHB Client Managers, and a collaborative partnership with the Placement team
- Coaching and mentoring of the team
- Maintaining a controlled risk environment

**Day-to-day this might include**:

- Onboard and develop team members
- Manage escalated items through to resolution
- Lead the annual review team to deliver timely and accurate completion of reviews
- Create detailed reports for different audiences across the MMB Employee Health and Benefits group
- Proactively identify, assess, and formally report emerging risks to maintain a controlled risk environment
- Your own learning and development

**Diverse work to keep it interesting**:

- All your skills and expertise are valued and used to solve problems for clients and stakeholders
- Contribute to internal performance of processes and procedures
- Create efficiencies and streamline the team
- Seek opportunities for self-development
- Through being part of Marsh McLennan we bring the best of global practice in people risk management to the Australian market - through you

**What you need to have**:

- Tier 1 FSRA Compliance
- Insurance experience, preferably in People Risk
- Excellent relationship and communication skills, with the ability to influence and engage at all levels
- Strong usage of MS Suite and dashboarding capability, preferably in Power BI and Qlik
- Strong background in people leadership
- Ability to effectively reprioritise to manage competing workloads
- Experience in delivering internal streamlining and efficiencies
- Experience leading a team with full autonomy
- Preferable to have Process Improvement qualification like Six Sigma, Project Management or Business Analysis
- Ability to generate clear reports and create presentations from multiple platforms

**Unlock Your Possibility**

At MMB, you have the have opportunity to build your career - your way. Backed by Marsh and a supportive team culture, we believe that MMB is reaching its full potential only when our people are reaching theirs.

Joining us means taking a meaningful step towards unlocking your own possibility.

**What can you expect?**
- You’ll have the opportunity to shape the role into your vision of the future team
- You join a significant collegiate and specialty network to celebrate your successes with at the end of the day
- We are part of Marsh McLennan, the global leader in risk, strategy and people
- You’ll enjoy exposure to Australia’s largest clients and global projects

**What is in it for you?**
- Equity for all - male, female and non-binary colleagues are equal and at MMB and within Marsh, we are committed to no gender pay gap
- Your success is important to us - your onboarding will get you con