Client Operations Manager (Defined Contribution & Savings Plan)

Marsh McLennan

  • Montreal, QC
  • Permanent
  • Full-time
  • 1 month ago
Company: MercerDescription: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. Reporting to the Head of Client Implementation, this role offers a chance to make a meaningful impact in a collaborative, client-focused environment.If you are a self-motivated individual with a keen eye for detail and a passion for governance and operational tasks, we would love to hear from you. This is an exciting opportunity to join a dynamic team and contribute to the success of our organization!We will count on you to:
  • Supervise DC Operations staff in Toronto and Montreal, overseeing activities, assigning and evaluating work, inspiring collaboration, and providing coaching for development and retention
  • Lead and coordinate client transitions to the new record keeper, acting as the primary contact for clients, Mercer, and the record keeper
  • Manage and review implementation timelines, documentation, and employee communications, ensuring accuracy and timeliness
  • Partner with consultants and record keeper contacts to set expectations and facilitate smooth onboarding and ongoing administration
  • Interact regularly with the record keeper’s implementation manager and account executive to address issues and review progress
  • Identify and resolve non-standard operational issues during transition and ongoing servicing
  • Maintain detailed client documentation, notes, and contracts, and track issues and concerns for continuous improvement
  • Prepare initial employee communications and review employee messages issued by the record keeper
  • Ensure project tasks are completed on time, guiding team members to support successful implementations
  • Prepare, review, and send governance documents, ensuring accuracy, compliance, and timely delivery through collaboration with internal stakeholders
  • Lead the team in preparing and reviewing quarterly invoices, client disclosures, account renewals, and financials, while also enhancing sales documentation and processes for accuracy and alignment with company messaging
What you need to have:
  • Bachelor’s degree, preferably in business, finance, actuarial studies, or related discipline
  • 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
  • Knowledge of pension legislation
  • Strong client relationship and leadership skills
  • 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
  • Strong communication and translation skills (both written and oral) in English and French
  • 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.comMarsh 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.

Marsh McLennan