Mercer
Team Leader - Global Benefits Management (GBM)
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Team Leader - Global Benefits Management (GBM)
Team Leader – Global Benefits Management
About the Role
Mercer is seeking a Team Leader for our Global Benefits Manager (GBM) team based in London or Bristol on a hybrid basis. You will lead a high-performing account management team, own a portfolio of multinational client relationships, and ensure client satisfaction, retention, growth, operational excellence, and team development.
Key Responsibilities
- Lead, coach, and develop a team of Account Managers/Account Specialists:
- Set clear objectives and personal development plans
- Conduct regular 1:1s
- Foster a culture of continuous improvement and accountability
- Drive performance through monitoring GBM fundamentals, quality standards, and key operational processes (e.g., Jira, Confluence, CRM)
- Recruit, onboard, and retain top talent:
- Identify and nurture high-potential team members
- Support career development and future promotions
- Manage a portfolio of strategic clients for:
- High client satisfaction
- End-to-end relationship ownership
- Delivery quality and renewal/retention
- Act as the primary escalation point for client issues:
- Lead cross-functional resolutions with internal stakeholders
- Conduct business reviews and annual strategy meetings:
- Prepare and present insights, recommendations, and outcomes
- Focus on commercial growth:
- Protect and grow revenue through retention, upsell, and cross-sell
- Convert pipeline with Sales and Product teams
- Support rebids and RFP responses
- Use client health measures and data-driven insights to:
- Proactively identify risks and opportunities
- Build trusted relationships with:
- Senior client stakeholders and internal partners (Sales, Delivery, Technology, Legal, HR)
- Appear as a visible leader in:
- Client meetings, industry events, and leadership forums
- Developing and championing change initiatives
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Requirements
Essential Criteria:
- Proven experience managing a portfolio of accounts, preferably with multinational clients
- Experience line-managing and developing teams (minimum 3–5 direct reports preferred)
- Strong track record in:
- Client retention
- Account growth
- Running strategical client reviews
- Excellent:
- Stakeholder management skills
- Senior client relationship experience
- Strong:
- Communication and presentation skills (able to influence at executive level)
- Operational capabilities with familiarity in (e.g., MPower, knowledge bases)
- Commercially-minded with:
- Pragmatic problem-solving and negotiation capabilities
- ability to be a resilient, hands-on leader who leads by example and maintains approachability
- Education degree level or equivalent experience
Preferred Qualities (What Makes You Stand Out)
- Visible, inspirational leader:
- Builds trust and empowers others
- Dismisses courage and empathy to:
- Manage difficult conversations
- Deliver clear, constructive feedback
- Held accountable while maintaining trust and mutual respect
- Effective coach/mentor:
- Invests time in developing team members
- Collaborative and inclusive:
- Works across time zones and virtual teams
- Data-driven and proactive:
- Identifies risks early to create mitigation strategies
- Ambitious and accountable:
- Focused on outcomes and continuous improvement
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Benefits
Mercer offers:
- Opportunities for professional development and recognition
- Meaningful work contributing to client and community impact
- Supportive and inclusive culture:
- Collaborate with diverse, talented colleagues
- A global organisation providing diverse career opportunities and benefits
- Competitive compensation and well-being rewards
Mercer is a business of Marsh, a global leader in risk and capital management, people and investments, and management consulting. Advise clients in 130+ countries with $27B+ in annual revenue and over 95,000 colleagues.
Mercer showcases its commitment to:
- Hybrid work: Collaborative office environment + flexibility
- Commitment to a diverse and inclusive environment
- Equal opportunities for all candidates
Mercer is part of Marsh NYSE (MRSH) and aims at providing reasonable adjustments for candidates with disabilities during recruitments.
[See more in LinkedIn](example link: mercer.com/careers).
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