Mercer
Team Leader - Global Benefits Management (GBM)
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Benefits
Team Leader – Global Benefits Management
Locations: London or Bristol
Mercer is seeking a Team Leader for their Global Benefits Management (GBM) team to lead a high-performing account management team and oversee a portfolio of multinational client relationships. The role requires accountability for client satisfaction, retention and growth, operational excellence, and people development. acting as escalation point for complex client issues, collaborating with sales/product/technology teams to drive client value, and championing best practices across the business.
Successful candidates will be based in London or Bristol on a hybrid basis, working 3 days per week in the office.
Responsibilities
You will be responsible for:
People Management & Development
- Lead, coach, and develop a team of Account Managers / Account Specialists
- Set clear objectives and personal development plans
- Conduct regular one-on-one meetings and foster a culture of continuous improvement and accountability
- Recruit, onboard, and retain top talent
- Identify, nurture, and promote high-potential team members
Client Relationships & Commercial Performance
- Manage a strategic portfolio of multinational clients, ensuring high satisfaction, quality, and retention
- Act as the primary escalation point for client issues, leading cross-functional resolutions
- Conduct business reviews and annual strategy meetings, preparing insights and recommendations
- Focus on revenue protection and growth through retention, upsell, and cross-sell opportunities
- Work with Sales and Product teams to convert pipeline opportunities
- Contribute to rebid and RFP responses
- Use client health metrics and data-driven insights to assess risks and opportunities
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Leadership & External Representation
- Build and maintain trusted relationships with senior client stakeholders
- Serve as a visible leader in both external (client meetings, industry events) and internal (forums, change initiatives) contexts
- Collaborate across internal functions (sales, delivery, legal, HR)
Requirements
To excel in this role, you will need:
- Proven experience managing a portfolio of accounts, particularly with multinational clients
- Line-management experience (preferably with 3–5 direct reports)
- Strong track record in client retention, account growth, and strategic client reviews
- Excellent stakeholder management and experience with senior client relationships
- Strong communication and presentation skills, with confidence influencing at an executive level
- Operational and systems-based competency (e.g., JIRA, Confluence, CRM)
- Commercial acumen, problem-solving ability, and negotiation skills
- Resilience, hands-on leadership style, and adaptability
- Degree-level education or equivalent experience
Stand-Out Qualities
Ideal candidates demonstrate:
- Visible, inspirational leadership with an emphasis on trust and empowerment
- Courage and empathy in managing difficult conversations, backed by clear, constructive feedback
- Commitment to mentoring and coaching team members for long-term growth
- Collaboration and inclusivity, especially across virtual teams and time zones
- Proactive and data-driven approach to anticipate risks and create mitigation plans
- Ambitious and outcome-focused mindset with a drive for continuous improvement
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Why Join Mercer?
- Supportive culture, professional development, and interesting work with a strong sense of impact
- Inclusive and vibrant work environment, fostering collaboration with talented colleagues
- Career growth opportunities across various sectors
- Wellbeing-focused benefits and rewards
Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance, people and investments, and management consulting, serving clients in 130 countries.
For more information: mercer.com | LinkedIn | X/x
Diversity & Inclusion Commitment
Marsh embraces a diverse, inclusive, and flexible work environment, with policies supporting:
- Age, background, civil partnership status, disability, ethnic origin, gender, marital status, nationality, parental status, personal or social status, political affiliation, race, religion, sexual orientation, skin color, or other protected attributes.
We are an equal opportunities employer.Accommodations for disabilities are welcome—contact reasonableaccomodations@marsh.com.
Work Policy
All colleagues must work a minimum of three days per week onsite (either in office or on client premises). Hybrid models are supported with a designated "anchor day" for full-team in-person collaboration.
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