Contact Center Leader

Darwin is part of Mercer Marsh Benefits (MMB), a 7,000-person strong community of specialists in health, benefits, and employee wellbeing. This affords us a massive opportunity to impact the lives of tens of millions of people around the world. Darwin is changing benefits for good in eight out of the top ten technology companies in the world and has a wealth of clients across a diverse range of sectors. In fact, more than 2 million people are already using our platform.

Here at Darwin, we don't just get the job done, we go the extra mile. We strive to achieve one extra degree in all we do. We can do this because we have amazing people who do awesome things.

Wherever we are in the world we inspire connections and take great care to make working at Darwin a rewarding and meaningful career experience.

DarwinTM is a market-leading and specialized global platform that requires specific training and accreditation for consultants to be proficient in delivering programs and projects. Darwin is changing Benefits for Good. Our unique and innovative SaaS (Software as a Service) platform has transformed the employee benefits industry. We are fast paced, ambitious, people-focused and on a journey to innovate and develop products that truly impact people's lives and the market in which we operate.

As a Contact Center Leader for Darwin you will be working within the Managed Services Department, as part of the Darwin Administration Support team. As part of our team, you will be responsible for overseeing the daily operations of the pod under your direct line management. Your focus will be to ensure we deliver an excellent and consistent experience for all the clients.

What can you expect:

• Join a collaborative & diverse team
• Work Hybrid Work Model
• Professional environment in which your career path is really important

We will count on you to collaborate with a team whose primary responsibilities include:

THE ROLE AND YOUR MISSION

The Darwin Service Lead is a subject matter expert for Darwin, HR and Payroll Processing. You will oversee a portfolio of clients within your pod; and will be responsible for coordinating the workload amongst your team to resolve technical support queries and complete day to day administrative activities from Darwin within SLA and to a high level of quality. You will be responsible for your team's performance, development and addressing any performance or adherence issues. You will be responsible for setting objectives aligned to the company strategy and carry out regular 1-2-1's and performance reviews for your team.

People Management

• Responsible for line management of the members within your pod:
  • completing monthly 1-2-1s and monitoring individual performance
  • tracking sickness levels and escalating issues affecting team members' wellbeing
  • monitoring and approving Annual Leave
• Completing annual compensation reviews in collaboration with the Team Manager
• Responsible for the daily allocation of resource, including rotas for shift times, breaks, lunches and meetings in accordance with forecasted demand to ensure SLAs are met.
• Responsible for allocation of work and re-prioritization of workload where needed;
• Work with other people managers to support SLAs across the teams and prioritize work (especially Clients at Risk)

Relationship management:

• Ability to manage stakeholders across the business
• Communicate effectively with clients, your pod, and peers. Proven ability to tailor communication to achieve the best relationships & results
• Facilitate team members to question & listen to clients to identify problems and also create and implement an appropriate solution that provides an exceptional service
• Collaborate with other teams at Darwin Technologies to resolve client queries and manage interaction with client.
• Ability to manage service improvement plans for key at risk accounts.
• Proactively manage client escalations/queries and maintain close relationships with other department leads to support on client query resolution.
• Understand clients in your pod and where service can be improved to put the client at the centre of what we do and ensure a scalable and operationally efficient service.
• Champion client satisfaction and The Pulse within your pod.

Service Delivery:

• Be a Darwin, HR and Payroll process expert; manage client administrator use of the software from a business-as-usual capacity.
• Be a Darwin champion; ensure you are up to date on the latest Darwin releases and coordinate user acceptance testing within the team post release.
• Ensure team maintain client flex scheme and ensure process documentation up to date
• Prioritise workload within your pod; be point of escalation for incident management, assign resource as required to reach resolution.
• Coordinate scheduled work in line with client's monthly processing time frames when team members are on leave or during team bank holidays.
• Accountable for delivering a high standard of quality on all administration tasks working to relevant deadlines.
• Ensure KPIs (SLA, Quality) are met within pod, prioritizing clients at risk to ensure SLA is achieved.
• Ensures pod members adhere to team procedures and use tools in correct way.
• Champion client at risk/on alert process & Pulse, mentor specialists within pod to suggest new ways of working and ways to go above and beyond for at risk clients.
• Monitor capacity within your pod, evidence with Client Team data where need for additional support is required or if additional support can be provided to other pods and across the team.
• Ensure service alignment in line with our Administration Service proposition
• Works with QA function to identify process improvement opportunities and is involved their implementation
• Generate SLA, Volumes, Utilization & Performance reports
• Works with proposition team and Outsource Admin Proposition SME to review service at contract renewal.
• Completes service assessment, service review & gap analysis ensuring service provided is in line with client contract
• Drives client specific service improvement plans where applicable
• Participates in client calls where team structure / Ways of working & Administration Service need to be presented
• Assesses new client processes requested are in line with Outsourced Administration Service Proposition and provides sign off.

Problem Solving:

• Issue resolution and root cause analysis, whilst assessing the wider employee or client impact and communicate within the team.
• Suggest and implement improvements to process and delivery to ensure productivity is maintained and efficiency met.
• Manage within your pod the implementation of legislative change and define best practice in line with client internal requirements.
• Lead on issue and incident resolution, managing client's expectations effectively.

Project Management:

• Recommend resource based on capacity within pod and mentor pod members
• Consult on payroll and provider processing timeframes to implement for client, based on knowledge of internal processing timeframes.
• Support management with the implementation of Change Management Initiatives within the team

Mentoring:

• Lead by example, ability to mentor and train others to achieve positive results.
• Recommend solutions and work with other pod leads to engage team with Darwin & Team Strategies.

Training:

• Identify Team Training need and track trainings the pod members have attended. Work with the enablement team to sign up people to trainings.

What you need to have:

Our Darwin Administration Support Lead are passionate about delivering a high-quality service and will have excellent technical support or Darwin experience. They will lead by example, mentor others and work with a high level of professionalism and proactivity. They are a team player and passionate and proactively recommend change to ensure our team develops and grows in a scalable, operationally efficient way.

BA in Administration or similar studies

1 year experience as a contact center leader/manager leading service teams

Bilingual english-spanish (will report to an international team)

What makes you stand out?

Behavioral Skills

• Flexible communicator, facilitator, influencer, and problem solver
• Conscientious, ambitious, solution focused, driven
• High attention to detail
• Ability to multi-task and prioritize time effectively
• Able to work calmly in a pressured environment
• Thrives in a client facing role
• Ability to handle challenging client scenarios
• Mentor others; demonstrate proactivity and
• Highly adaptable
• Lives our values
• Lead by example.

Technical Skills

• Advanced Microsoft Word, Microsoft Excel skills and Microsoft PowerPoint
• Knowledge with applications Confluence/Jira/Zendesk preferable NOT A MUST

Our PINK benefits and culture

• An opportunity to work in a fast-growing, innovative company with lots of room for progression.
• A fall-friendly environment that encourages learning and initiative.
• A yearly budget and the opportunity to build your flexible benefits package.
• Matching charity contributions, charity days off, and the Pay it Forward charity challenge;
• Pension, Life and Medical Insurance;
• We champion flexible working, and our mission is to help you find YOUR work-life balance, whether that's standard working, flexitime working, etc.

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer's approximately 25,000 employees are based in 43 countries and the firm operates in 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people, with more than 85,000 colleagues and annual revenue of over $20 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit Follow Mercer on LinkedIn and Twitter.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, gender identity or any other characteristic protected by applicable law.

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 based teams will identify at least one "anchor day" per week on which their full team will be together in person. 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.