What can you expect:

We are seeking a talented individual to manage our Business Support Team at Mercer Ireland with the role based in either Cork or Dublin.

The Business Support Team provides first line support on a wide range of backend applications and on our client and member online portals. The Business Support Team Manager will lead and develop a team of professional, well trained and highly motivated people to deliver an excellent service to our users, members and clients. The role holder will be responsible for all aspects of team management to ensure the team can operate effectively.

The role holder will collaborate closely with internal stakeholders to ensure appropriate delivery of service and continuous improvements. This includes responsibility for regular management information on incident resolution, managing small projects, and supporting on all technology and security initiatives.

We will count on you to:

Monitor and manage the workload of the business support team to ensure appropriate delivery of service and timely resolution of support requestsFacilitate team meetings to address operational challenges and ensure information is shared appropriately within the teamProvide day-to-day support, motivation and guidance on complex technical issues to team membersEnsure escalated issues are managed with the appropriate level of urgency through to satisfactory resolutionMaintain oversight of team processes, ensuring appropriate internal controlsCollaborate with technical and business colleaguesProduce reports to monitor incident resolutionIdentify operational and process improvement opportunitiesManage small projects, such as client installations, to completionSupport our wider technology roadmaps and initiativesAssess training needs of the team and support plans to broaden abilitiesIdentify and encourage skills and career developmentComplete performance reviewsDeliver on our offshoring targets and continue to manage the relationship with offshore team

What you need to have:

Excellent analytical skills and demonstrated problem solving capabilitiesAbility to think critically and creatively to resolve issuesAbility to prioritise and strong organisational skills to meet tight deadlinesHigh level of accuracy and attention to detailAbility to work within a team environment and motivate othersStrong interpersonal skills and the ability to maintain clear lines of communication with various stakeholdersPositive AttitudeInterest in learning new applications and technologiesBachelor’s degree in a relevant field or equivalent qualification

What makes you stand out:

Financial services experienceExperience in a technical support team an advantagePeople management experience

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 collaborate with talented colleagues to create new solutions and have impact for colleagues, clients and communities.Our scale enables us to provide a range of career opportunities.

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, Traveller community, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable support to any candidate with a disability/health condition to allow them to fully participate in the recruitment process. We welcome candidates to contact us at reasonableaccommodations@mmc.com to discuss any specific needs.

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.