Enrollment Services Team Leader- Client Management

Position Summary:

The Enrollment Services Team Leader - Client Management is responsible for overseeing the day-to-day management and development of internal teams in Mercer Administration enrollment services delivery. To fulfill this role, the Team Leader will:

  • Maintain a high level of professionalism and sense of urgency to ensure client and participant expectations are consistently met; extensive contact with clients and Mercer consultants
  • Serve as a subject matter expert
  • Ensure that the team delivers quality service to our clients, accuracy and time standards are consistently met; direct the team to handle plan or client specific questions; keep the team updated on benefit regulations by testing their knowledge and through training and development.
  • Manage client business process and identify areas for continued improvement.


Supervises four or more employees as direct reports. Has full authority for people management including:
  • Assigning, directing, and evaluating work
  • Executes hiring decisions
  • Conducts performance evaluations and career development discussions
  • Recommending salary and bonus actions
  • Ensures appropriate orientation and on-going education/training

Oversees client accounts on the Team, including:
  • Monitors client status and service level agreements
  • Manages escalated issues pertaining to client service, and facilitates the identification of mutually beneficial solutions to resolve issues
  • Partner with other operations Team Leads and Managers to identify opportunities for efficiency pertaining to client satisfaction.
  • Subject matter expert and system/process resource
  • Key resource for day-to-day issues
  • Investigate technical and business issues reported by clients and recommend optimal solutions.

Identify and recommend opportunities to improve operational effectiveness and efficiency.
  • Identifies areas for continued improvement and opportunities to offshore routine processes
  • Implements process improvements or other initiatives (system enhancements and rollouts) that accommodate ongoing industry changes, and ad hoc business needs.

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