Service Delivery Specialist

The purpose of this job is to manage and support the relationship and administration of benefit plans for Mercer Marketplace 365 clients.

Responsibilities include:

Client & Documentation Management:

  • Accountable for and maintains all client specific documentation; including updating requirements, obtaining client sign off and storing according to Mercer standards and protocols.
  • Ensures all client inquires, emails, and requests for information are replied to in a thorough and timely manner.
  • Ownership of client calls/ logs or agendas associated with them. Must be familiar with and prepared to speak to all issues being tracked for assigned clients on these calls.
  • Has accountability for discussions with product team on how products work, specific rules, and identifying potential modifications. Responsible for communicating all changes to business partners and client.
  • Communicates and collaborates effectively with extended team to meet client needs and expectations.

    Issue & Task Management:
  • Serves as the primary point of contact for client to report, escalate issues, and communicate on all open items.
  • Effectively partners with client to prioritize open issues, oversees fix and enhancement work, and maintains all of those items on an open items log.
  • Analyzes and proposes updates, enhancements and/or possible solutions for open issues with business partners and senior leadership.
  • Manages open project work to track stage of project, identify/work outstanding items, and ensure roadblocks or open questions are addressed to keep project moving forward.
  • Owns the client internal processing log to ensure all tasks are being completed in a timely manner.
  • Provides root cause analysis summary to client, sharing the appropriate information and level of detail and clean up when required.
  • Escalates fix and identifies enhancement work beyond our standards with business partners based on client visibility, number of impacted participants, risk/exposure for Mercer, and informs Team Leads as needed. Reports and escalates all compliance issues and implements process improvements to minimize future risk.
  • Communicates and collaborates with extended team to ensure client tasks and issues are being addressed in timely and thorough manner.
  • Serves as the Open Enrollment project manager and owner.
  • Quality review of payroll files

    Reporting:
  • Ensures that reports are delivered timely and accurately to clients
  • Performs Quality Control on report repository, making updates as needed with ongoing reporting, including premiums.
  • Collaborates with clients to identify audit needs, requirements and determines best method of support.
  • Manages requests for ad-hoc reporting from clients by either collecting and providing data using standard reporting available or identifying and engaging additional resources as needed.
  • Updates ongoing client health reporting, including standard project plan updates to ensure senior leadership has current and accurate picture of client's overall satisfaction


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