Client Operations Manager

Company:

Mercer

Description:

We are seeking a talented individual to join our Wealth team at Mercer. This role can be based in Montreal or Toronto and offers a hybrid work arrangement, requiring a minimum of three days per week in the office.

As a Client Operations Manager (Defined Contribution & Savings Plan), you will be supporting our investment consultants in overseeing the transition of our clients into our Mercer Delegated DC solutions. The role involves managing multiple implementations and transitions within the Mercer Delegated DC solutions team, along with contributing to various special projects. Additionally, you will coordinate daily activities to ensure strong governance for our clients and facilitate operational reporting.

We will count on you to:

Implementation and Transition:

• Coordinate the activities required to transition clients to the new Record keeper
• Act as primary contact for the client, Mercer and the record keeper during the client transition from the incumbent record keeper to the delegated Record keeper
• Maintain excellent client related documentation and notes summarizing client issues
• Look for opportunities to improve on existing processes related to transition and implementation
• Partner with consultant and assigned Record keeper contact to properly set client expectations for the implementation and on-going administration
• Interact with Record keeper’s implementation manager during the transition and implementation process and with the account executive on an ongoing basis
• Manage any non-standard operational issues as they arise
• Meet with the Record keeper on a monthly basis to review any issues and concerns raised during past implementations and ongoing servicing of the clients
• Prepare any applicable initial employee communication as part of the implementation or transition process
• Review the timeline of the implementation process prepared by the Record keeper
• Review any employee communication issued by the Record keeper
• Maintain accountability for accurate and timely completion of all project tasks and provide guidance to team members to ensure the overall success of the project
• Review the contracts issued by the Record keeper
• Demonstrate ease and effectiveness when dealing with clients, prospects, record keepers and colleagues at all levels.

Governance Documentation:

• Prepare, review, and send various governance documents.
• Ensure accuracy and compliance with regulatory requirements and internal policies.
• Collaborate with internal stakeholders to gather necessary information and ensure timely delivery of documentation.

Operational Tasks:

• Assist in the preparation and review of quarterly invoices, client disclosures, and account renewals.
• Participate in the review and enhancement of sales documentation and processes to ensure accuracy and alignment with company messaging.
• Support in the review of financials.

What you need to have: 

• Bachelor’s degree, preferably in business, finance, actuarial studies, or related discipline
• Strong communication and translation skills (both written and oral) in English and French
• Strong project management skills including accuracy, accountability and focus on results
• Comprehensive knowledge of DC administration and transition business
• Knowledge of the investment and pension environment
• Strong organizational and time management skills
• Ability to multi-task, work in high volume, work under tight deadlines and demonstrate problem solving skills
• Overall good technical skills including proficiency in Microsoft Office.

What makes you stand out?

• Relevant experience in client transition, client management, investment consulting, financial services or pension environment working in an analyst capacity
• Knowledge of pension legislation
• LLQP license
• PMP certification

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 an impact on 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 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, or any other characteristic protected by applicable law. In accordance with applicable legislation, Marsh McLennan will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need please contact reasonableaccommodations@mmc.com

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.