Overview

Mercer is seeking candidates for the following position in Melbourne:

Helpline Change & Communications Manager

What can you expect:
This role exists to design and execute the Change Management & Implementation strategy for Mercer’s Helpline team, ensuring the successful implementation of Client and Business projects
A key requirement of the role is to understand the complex business objectives in the context of the various Helpline Clients and to develop non-standard business solutions within a specialised Helpline environment.
This role involves planning and managing a pipeline of activities and key milestones, coaching of Helpline teams to successfully plan and implement change, and acting as the change lead and solution driver on complex projects that require specialist call centre change management expertise.

What is in it for you:
35 hour working week
Full time position
Professional environment where your career path really matters and is supported in our global organisation
Great team environment with energetic and supportive colleagues
Genuine work life balance

We will count on you to:
Lead the successful change management of Client and Business projects across Helpline Services
Employ change management methodology and tools to support the adoption of changes required by a project or initiative.
Utilise industry best practice change analysis to identify and understand potential implications across our people, clients, business and customers and ensure adequate action is taken to mitigate negative impacts across Mercer’s Customer channels
Develop & deliver strategies for implementation including training & collateral to all Helpline staff for all change activity to deliver positive client, customer and NPS outcomes
Develop and manage the evaluation of projects and initiatives following implementation to continue to improve implementation effectiveness.
Pro-actively manage business stakeholders within Mercer and external vendors
Act as a senior representative of the business providing input and support on key and client projects that support Mercer revenue targets
Oversee the program of work to ensure that the Customer Experience Team priorities are delivered
Estimate work effort required to ensure appropriate allocation of resources required to implement initiatives and projects
Ensure Helpline Services are aware of client communications and initiatives and is adequately prepared and supporting client strategy.
Design, develop and deliver effective communications for Helpline Services in a rapidly changing environment
Provide a centralised and consistent approach to communication within Helpline Services
Mentor, coach and advise Helpline colleagues on how to design and deliver change management plans, assess business readiness and achieve project outcomes (including change adoption)
Ensure that change planning is completed effectively for all projects

What you need to have:
Preferably at least 5 years’ experience in a strategic change management role in a complex business, with experience in a Call Centre environment
Demonstrable ability to assess complex Call Centre business challenges, develop solutions and potential delivery models whilst optimising resources.
Demonstrable skills in deploying rapid change management and delivery in a Call Centre environment
Demonstrable ability to enact change resulting from legislative requirements
Extensive experience in using techniques to influence behavior and outcomes, including presentation of proposals
Strong stakeholder engagement and management skills, with a demonstrable ability to negotiate with external vendors
Ability to facilitate discussion and drive outcomes with stakeholders
Strong work ethic, proactive and have ability to succeed in environment of ambiguity and constant rapid change

About us:
Mercer builds brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer’s more than 25,000 employees are based in 44 countries and the firm operates in over 130 countries. Mercer is a business of Marsh & McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with 75,000 colleagues and annualized revenue approaching $17 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit www.mercer.com. Follow Mercer on Twitter @Mercer.

Mercer is an equal opportunity employer committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex (including intersex), marital/parental status, ethnic origin, nationality, age, background, disability, sexual orientation and gender identity.

Please apply using the link below, applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencement of employment.

Advertisement open dates: 12 January 2021 – 12 February 2021

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