Business Support Team Manager

Company:Mercer

Description:

What can you expect:

We are seeking a talented individual to manage our Business Support Team at Mercer Ireland with the role based in either Cork or Dublin.

The Business Support Team provides first line support on a wide range of backend applications and on our client and member online portals. The Business Support Team Manager will lead and develop a team of professional, well trained and highly motivated people to deliver an excellent service to our users, members and clients. The role holder will be responsible for all aspects of team management to ensure the team can operate effectively.

The role holder will collaborate closely with internal stakeholders to ensure appropriate delivery of service and continuous improvements. This includes responsibility for regular management information on incident resolution, managing small projects, and supporting on all technology and security initiatives.

We will count on you to:

• Monitor and manage the workload of the business support team to ensure appropriate delivery of service and timely resolution of support requests
• Facilitate team meetings to address operational challenges and ensure information is shared appropriately within the team
• Provide day-to-day support, motivation and guidance on complex technical issues to team members
• Ensure escalated issues are managed with the appropriate level of urgency through to satisfactory resolution
• Maintain oversight of team processes, ensuring appropriate internal controls
• Collaborate with technical and business colleagues
• Produce reports to monitor incident resolution
• Identify operational and process improvement opportunities
• Manage small projects, such as client installations, to completion
• Support our wider technology roadmaps and initiatives
• Assess training needs of the team and support plans to broaden abilities
• Identify and encourage skills and career development
• Complete performance reviews
• Deliver on our offshoring targets and continue to manage the relationship with offshore team

What you need to have:

• Excellent analytical skills and demonstrated problem solving capabilities
• Ability to think critically and creatively to resolve issues
• Ability to prioritise and strong organisational skills to meet tight deadlines
• High level of accuracy and attention to detail
• Ability to work within a team environment and motivate others
• Strong interpersonal skills and the ability to maintain clear lines of communication with various stakeholders
• Positive Attitude
• Interest in learning new applications and technologies
• Bachelor’s degree in a relevant field or equivalent qualification

What makes you stand out:

• Financial services experience
• Experience in a technical support team an advantage
• People management experience

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 collaborate 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.

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $23 billion and more than 85,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.Marsh McLennan 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, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, Traveller community, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable support to any candidate with a disability/health condition to allow them to fully participate in the recruitment process. We welcome candidates to contact us at [email protected] to discuss any specific needs.

Marsh McLennan 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 McLennan 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.