Client Service Manager

We are seeking a talented individual to join our US Voluntary Benefits at Mercer This is a role based in Mexico City.This is an exciting new opportunity for a highly motivated and experienced Client Service Manager to lead and oversee a team of 10 to 12 Senior Client Account Consultants in Mexico City.The ideal candidate will possess strong leadership skills, a deep understanding of client service dynamics, a commitment to delivering exceptional service to our clients and a core understanding of US health insurance benefits. They need to be versed in overseeing their team members through new client implementations, assisting with escalations and root cause analysis, and providing oversight in the day-to-day servicing of clients. This role is pivotal in ensuring that our clients receive the highest level of support and that our team operates efficiently & effectively.We will count on you to: Team Leadership: Manage, mentor, and develop a team of client account consultants, fostering a collaborative and high-performance culture.Conduct regular performance evaluations and provide constructive feedback to team members.Client Relationship Management: Serve as the secondary point of contact for clients while supporting our client account consultants, ensuring their needs are met and expectations exceeded.Build and maintain strong relationships with clients, understanding their benefits needs in conjunction with their overall engagement strategy.Act as the point of escalation for the team to resolve client issues and ensure client satisfaction, partnering with insurance carriers, clients, and our internal teams.Service Delivery: Oversee the delivery of client services, ensuring timely and accurate responses to client inquiries and requests.Implement best practices and processes to enhance service delivery and client satisfaction.Strategic Planning: Collaborate with senior management to develop and execute strategies for client engagement and retention.Analyze client feedback and service metrics to identify areas for improvement and implement necessary changes.Reporting and Analysis: Prepare and present regular reports on team performance, client satisfaction, and service delivery metrics to senior management.Utilize data analytics to provide senior leadership client level insights and overall book of business health.Training and Development: Identify training needs and facilitate professional development opportunities for team members.Promote a culture of continuous learning and improvement within the team.What you need to have: Bachelor’s degree in business administration, Management, or a related field; Master’s degree preferred.7+ years of experience in client service or account management (client facing, project management oriented to customers, benefits administration) with at least 2 years in a management role.Proven track record of managing teams and delivering exceptional client service.Strong analytical and problem-solving skills, with the ability to make data-driven decisions.Excellent communication and interpersonal skills, with the ability to build rapport with clients and team members.Proven project management skills or benefits administration experience,Professional demeanor with strong communication and organizational skillsSelf-motivated with the ability to handle multiple client projects and meet defined timelines.Results oriented with the demonstrated ability to follow-through on client issues to resolution.What makes you stand out: Experience gained from within the Insurance market, brokerage or Benefits Administration.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 well as benefits and rewards to enhance your well-being. 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 $24 billion and more than 90,000 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 creating 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 beli