Operations Leader - Mercer Marsh Benefits in London

We are seeking a talented Operations Leader to join our Mercer Marsh Benefits (MMB) business. The MMB business is a market leader in Health and Benefits consulting and broking. This role would focus on leading operations for the business’s client delivery segment, which is critical to delivering good client outcomes and driving business goals. This is a great opportunity for an experienced Operations Leader to have an impact and drive change and efficiencies across a business.

The segment operational leader plays a pivotal role in the business by leading and delivering effective operational management and change initiatives across the segment to support segment specific and broader business growth ambitions and operational efficiencies. The role is a key member of the segment leadership team and the central operational team and works closely with other key business partners to support delivery of both tactical and strategic goals. The role will focus on all aspects of business operations – clients, people, process to ensure we deliver good client outcomes. The role will continually work to drive operational effectiveness aligned to the wider business goals to support profitable and sustainable business growth.

Based in London, Birmingham, Bristol or Chichester, this is a hybrid role that has a requirement of working at least three days a week in the office.

We will count on you to:

• Drive and deliver service excellence across our delivery team by working with the business’ Operations Leader and the Delivery Segment Leader to agree strategic and tactical priorities for the business.
• Lead and deliver on business, operational and change initiatives across the business and within segment.
• Be a key member of the segment leadership team, helping drive the overall performance of the segment and operational excellence.
• Work with the consulting and delivery community, operations team and other key stakeholders to embed business processes to improve client delivery in segment and to ensure we deliver good client outcomes.
• Lead and deliver on risk and compliance activities in segment, ensuring that the business is following all processes and compliance requirements.
• Support people initiatives across the business, working with segment leadership team and broader operations team.
• Work with segment leadership team and broader business on people plan to drive engagement, retention, learning and development to support growth.
• Work with offshore leadership teams to ensure effective delivery to clients and manage effective transfer of new work to those teams.
• Own and deliver key business metrics to support decision making and management.

What you need to have:

• Experience in a senior operational role within the employee benefits consulting/broking or insurance industry is highly preferred.
• Experience and understanding of service delivery and key drivers of effective service delivery highly preferred.
• Ability to effectively collaborate, negotiate and drive outcomes, working with a wide range of stakeholders, to ensure delivery of business goals.
• Strong financial acumen and ability to understand and interpret business data to drive business decisions and outcomes.
• Strong technical ability, with an appreciation of the business challenges and actions that will drive efficiencies.
• Experience of driving business change initiatives.
• Excellent stakeholder relationship and communication skills, with the ability to influence and engage key stakeholders.
• Commercial mindset.
• Willingness to embrace challenges and deliver positive change.
• Excellent personal presence and credibility, with the confidence to be an excellent ambassador for the business.

What makes you stand out:

• An understanding of the employee benefits industry.
• Understanding service delivery for insurance products.

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.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, 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. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at reasonableaccommodations@marsh.com.

Marsh 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 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.