Team Leader

Company:

Mercer

Description:

Mercer is seeking a talented Team Leader to join the Client Solutions Team. This role will be based in Warsaw, Poland, and will be a hybrid role and has a requirement of working at least three days a week in the office.

The Client Solutions Team (CST) is a group of client-facing colleagues who have the main goal of client satisfaction. Within the different sub-teams, they support consultants and clients across EMEA in diverse areas of the Career business like industries, rewards surveys, mobility, contract management or indirect sales.

As a member of the CST, you will have a chance to make a direct impact in Mercer clients experience with our Career Products, especially in the surveys area, working in partnership with local markets.

As a CST Team Leader of one of our Surveys teams, you will manage a group that provides an expert advice on Mercer's products, prices, delivery dates, contracts, methodology and tools.

This is an opportunity to join an energetic and diverse team, with a strong sense of collaboration and growth mindset. You'd be in a place full of learning opportunities, where you can develop yourself and help others develop. We appreciate new ideas brought to the table and open communication, as much as commercial and client service mindset.

We will count on you to:

• Manage a team - people's development, workload and time management, team's engagement, regular feedback and annual goals setting and reviews

• Organize the team’s workload and ensure that all tasks are done with proper quality and in a timely manner.

• Monitor existing processes and workflows while ensuring EMEA CST good practices are followed (daily stand-ups, team meetings -when necessary-)

• Be able to take decisions on the best way to respond to requirements, resolve issues and monitor metrics

• Work with local market teams, stakeholders and clients to meet their needs and deliver key tasks

• Provide valuable input into the development of new processes and standards to support the business strategy as well as improve or adapt methods of working

• Work with colleagues on implementing suitable business processes and standards

• Coach team members to ensure they are aware of client issues and requirements in terms of information offered in the product portfolio

• Peer review communications to clients and markets when required

• Participate as team member and/or project lead in special business projects

What you need to have:

• 2+ years of experience in a compensation & benefits and/or customer support environment and (not excluding) 2+ years experience in people management

• Experience in client management - direct contact, service, negotiations, consulting, identifying clients' needs

• Established history of coordinating transformation projects while monitoring project progress and making adjustments as needed to ensure successful delivery. Identify potential risks and develop mitigation strategies.

• Proven record of leading process improvement initiatives to enhance efficiency and effectiveness.

• Demonstrated success in team planning and implementation activities. The ability to manage heavy workloads to meet deadlines and deliver consistently high standards of work by planning and prioritising effectively

• Excellent communication and interpersonal skills, as well as the ability to interact across all levels of the organisation, are essential for this role

• Proven facility to develop a network of contacts, internal and external, for knowledge sharing

• Team player able to cross-collaborate or work independently if required

• Good organizational skills and stakeholders management

• Fluency in English

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What makes you stand out:

• working knowledge of Data Analysis - medium to large sized databases

• Lean methodology and Six Sigma certification

• Advanced Process Mapping and Workflow Optimization background

• Knowledge of other languages

• Commercial and continuous improvement mindset

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 we