What are the responsibilities and job description for the Client Executive / Relationship Manager position at Marsh Asia?
Mercer is seeking candidates for the following position based in the Sydney or Melbourne office:
Client Executive / Relationship Manager
What can you expect?
What we offer is a chance to join a company that is not only winning, but transforming in the most exciting way possible. Our CEO, David Bryant, is dedicated to Mercer Australia being a “people first” culture. We pride ourselves on providing outstanding career development, learning opportunities, rewards and benefits, and we are committed to making your journey with us FUN.
At Mercer, we recognise that our most important asset is our people. We offer benefits and programs that assist career development such as professional development support, exam and study assistance and global rotation opportunities which will support you to reach your full potential. We also recognise the value of healthy, happy colleagues and promote a culture of inclusion, care and wellbeing, offering benefits such as flexible working and much more!
The relationship management and growth of a segment of Mercer Super’s corporate super clients (typically with FUM greater than $10m).
The focus on growth relates to winning new clients, supporting expansion of existing clients, increasing member participation (measured by number of active members in the plan given applicable workforce) and member balances through consolidations. The focus on retention is achieved through proactive and responsive client servicing and escalation to ensure client service matters are addressed in a timely manner and to the high quality of service expected by Mercer.
The Client Executive has overall responsibility for client win, growth and retention targets, including applicable client satisfaction. The Client Executive will be responsible for maintaining and keeping MercerForce (or equivalent CRM) up to date for Corporate Super & Clients activities and campaigns.
The Client Executive is also responsible for overseeing the transition and onboarding of clients within the segment to maximise employer experience (via engagement with Product, Operations and Sales) and promotion of growth (via engagement plans, use of educational resources to improve awareness of Mercer Super and benefits of membership as part of the establishment of the plan within Mercer Super).
Core activities for the Client Executive include: understanding our clients’ business, financials, culture and drivers of success to interpret their needs and expectations of Mercer; connecting and collaborating across all the activities between Mercer and clients; developing and executing client account plans to win, grow and retain; overseeing client changes, projects and incidents to ensure they are progressed and closed in a timely manner and with a high quality expected by Mercer; initiating and renewing applicable contracts or work requests; looking for opportunities to expand our services to optimise client and member outcomes; and building strong relationships with the c-suite and senior management of the client’s organization.
Key Responsibilities
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 beliefs, sex/gender, sexual orientation or expression, skin color, 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 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.
Client Executive / Relationship Manager
What can you expect?
What we offer is a chance to join a company that is not only winning, but transforming in the most exciting way possible. Our CEO, David Bryant, is dedicated to Mercer Australia being a “people first” culture. We pride ourselves on providing outstanding career development, learning opportunities, rewards and benefits, and we are committed to making your journey with us FUN.
- Voted #1 HR Consulting Company Globally
- Prestigious Sydney (Barangaroo) or Melbourne (Docklands) office
- Great Package
- Great time to join this global organisation in Growth Phase
At Mercer, we recognise that our most important asset is our people. We offer benefits and programs that assist career development such as professional development support, exam and study assistance and global rotation opportunities which will support you to reach your full potential. We also recognise the value of healthy, happy colleagues and promote a culture of inclusion, care and wellbeing, offering benefits such as flexible working and much more!
- Leading learning and development programs
- Professional environment where your career path really matters and is supported in our global organisation
- Great team environment with energetic and supportive colleagues
- Genuine work life balance
The relationship management and growth of a segment of Mercer Super’s corporate super clients (typically with FUM greater than $10m).
The focus on growth relates to winning new clients, supporting expansion of existing clients, increasing member participation (measured by number of active members in the plan given applicable workforce) and member balances through consolidations. The focus on retention is achieved through proactive and responsive client servicing and escalation to ensure client service matters are addressed in a timely manner and to the high quality of service expected by Mercer.
The Client Executive has overall responsibility for client win, growth and retention targets, including applicable client satisfaction. The Client Executive will be responsible for maintaining and keeping MercerForce (or equivalent CRM) up to date for Corporate Super & Clients activities and campaigns.
The Client Executive is also responsible for overseeing the transition and onboarding of clients within the segment to maximise employer experience (via engagement with Product, Operations and Sales) and promotion of growth (via engagement plans, use of educational resources to improve awareness of Mercer Super and benefits of membership as part of the establishment of the plan within Mercer Super).
Core activities for the Client Executive include: understanding our clients’ business, financials, culture and drivers of success to interpret their needs and expectations of Mercer; connecting and collaborating across all the activities between Mercer and clients; developing and executing client account plans to win, grow and retain; overseeing client changes, projects and incidents to ensure they are progressed and closed in a timely manner and with a high quality expected by Mercer; initiating and renewing applicable contracts or work requests; looking for opportunities to expand our services to optimise client and member outcomes; and building strong relationships with the c-suite and senior management of the client’s organization.
Key Responsibilities
- Build strong relationships with the client and key client stakeholders to support win, grow and retention objectives, while building client satisfaction and building Mercer’s position as a valued partner within the client.
- Achieve commercial outcomes and objectives, and execute the strategic account plan aimed at achieving the goals of the client and that of the organization in FUM, members & NOI
- Execute on contractual compliance, obligations, inclusions and exclusions
- Lead escalation of issues in order to find remedy, in conjunction with the relevant team members
- Win, grow and retain employer relationships via:
- Regular interaction and engagement with employers and members, including leveraging education and marketing team to improve engagement and growth
- Proactively keeping employers and members up to date with changes both within Mercer and the broader environment, including monitoring industry changes and media
- Maintenance and execution key account plans, including maintaining the Client Relationship Management platforms and conducting regular client service team meetings for applicable clients
- Preparation, attendance and presentation of Policy Committee Meetings, strategic account meetings and other client meetings
- Promote Mercer Super, Mercer and Marsh McLennan through campaigns and activities to support the objectives
- Being an advocate for employer and adviser requirements
- Work with clients and Mercer teams to ensure contracted services grow and are renewed/retained, and opportunities for expansion across Mercer and MMC are proactively identified and pursued
- Proactively respond to opportunities to drive objectives, including tender requests and identified opportunities
- Overseeing the transition and onboarding of clients within the segment to maximise employer experience
- Support awareness and promotion of Mercer Super for new and existing clients through regular attendance at the client, engagement in clients onboarding and induction process for new employees, and other campaigns and activities
- Maintaining MercerForce (or equivalent CRM) for Corporate Super & Clients activities and campaigns
- Ensuring growth in number and strength of client relationships at c-suite and key client personnel, including frequency of high-quality interactions with clients
- Contribute to the high-performance of client engagement teams by leveraging and sharing knowledge / skills with clients, and within the industry
- Drive strategic objectives and operational performance
- Relevant undergraduate qualification essential, with
- Relevant postgraduate and / or professional qualification
- Must be RG146 Compliant
- Significant experience at a senior level in a similar role in a financial or professional services environment - managing senior-level clients
- Building strong relationships to establish and drive productive, enduring relationship with clients and client engagement teams
- Executing on account plans to drive growth across clients and accounts
- Winning new business, including tenders, to drive growth and retention
- Advanced conflict resolution and business acumen skills
- Strong knowledge in all aspects of superannuation and other services provided including but not limited to strategy, market trends, the regulatory environment
- Good knowledge in areas related to the broader Mercer business and MMC operating companies
- Building internal and external networks to drive win, grow and retention objectives, including timely completion of client projects and incidents to high level of standard expected by Mercer.
- Adopts a strategic perspective to business, organisation and people challenges
- Extensive understanding of superannuation issues and solutions
- Able to design and implement a variety of solutions, programs and interventions
- Able to work collaboratively with colleagues in other service areas on new and extended business development activities, client relationship management and delivery of integrated solutions
- Well-developed communication skills with demonstrated ability to engage, build rapport, “carry the conversation” and present recommendations at the senior executive level
- Understanding of relevant legislative and regulatory frameworks which impact service offerings and solutions
- Demonstrable analytical, financial and statistical skills
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 beliefs, sex/gender, sexual orientation or expression, skin color, 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 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.
Salary : $24
