Senior Administrator

12 hours ago

Mount Victoria, New Zealand Mercer Full time

**Administration Specialist**

**What can you expect?**

We offer the opportunity to join a company that is not only winning, but is transforming in the most exciting way possible. Our CEO, Martin Lewington, is dedicated to Mercer New Zealand being a “people first” culture. This means that great performers are greatly rewarded. We pride ourselves on providing outstanding career development, learning opportunities, financial rewards and we are committed to making your journey with us FUN.
- _ Prestigious Auckland CBD Location or Wellington CBD _
- _Great Package _
- _Great time to join this global organisation in Growth Phase _

**What is in it for you?**

At Mercer, we recognise that our most important asset is our people. We offer benefits and programs that support career development such as professional development support, exam and study assistance and global rotation opportunities which will support and nurture you with opportunities to reach your full potential. We also recognise the value of healthy, happy colleagues and promote a culture of care and wellbeing, offering benefits such as flexible working and much more
- A highly flexible hybrid working environment, including the option of working part time
- 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**:
The Administration Specialist primarily manages the relationship of nominated “key” administration client(s) and has responsibility for the provision of quality administration services. This includes but is not limited to resolving queries from members, clients, and internal teams, maintaining plan documentation, preparing regular reports, and having oversight of day-to-day transactional activity.

In this role, the Administration Specialist is focused on continuous improvement that delivers best practice and enhances client and customer experience. This extends to coaching and upskilling colleagues in all administration tasks across the team.

**Responsibilities;**

**Key Administrative Responsibilities**
- Manage the relationship with all Trustee/HR/Payroll contacts (etc.), ensuring any data/member/employer queries are responded to and resolved promptly.
- Process and complete complex administration tasks, client reporting, written responses to client requests for data or non-standard reports, ensuring benefits align with the Fund Summary/Trust Deed, analysis of data, identifying and resolving discrepancies.
- Perform peer review of any standard and non-standard processing, including complex calculations, and responses to inquiries.
- Meet all compliance requirements, ensuring incidents are logged within the required timeframe and reported to key stakeholders. Manage the investigation and scoping of rectification through to completion.
- Maintain fund documentation including fund summaries, letters, SOP’s, and other documentation referenced by internal teams.
- Complete Administration tasks for the Annual Reviews in accordance with project plan, involving all key stakeholders to achieve results

**Administration Subject Matter Expert**
- Contribute to the overall team morale by maintaining professional and positive working relationships with colleagues and adhering to Mercer policies and procedures.
- In collaboration with Administration Specialists and Team Leaders, be visible and available to consult and provide guidance on complex processes including, but not limited to, Annual Review, Reconciliations, Insurance, Interest Rate and Investment & Redemption processes.
- Provides support to the team with escalated member and client enquiries.
- Ensure the team continues to operate positively in Team Leader absence and assume the technical leadership during these periods.

**Continuous Improvement**
- Promote and actively drive a culture of continuous improvement within the team that delivers gains in quality, efficiency, risk reduction and enhanced customer experience.
- Participate in workshops to improve our processes.
- Work with the Team Leader to identify and develop colleagues to ensure backup contingencies are in place and succession planning pathways are created.
- Develop best practice process documentation, checklists, and training material to ensure all colleagues understand all administrative tasks and duties

**What you need to have**:
**Education & Experience**
- Degree qualified (or studying towards) in Finance, Business, Law, or Commerce related degrees.

**Knowledge & Skills**
- Minimum 3 years’ experience within an administration or customer service environment and/or
- Minimum 2 years’ experience with KiwiSaver or other superannuation scheme administration
- Interested in learning ‘how stuff works’ and understanding how one tasks impacts another
- Confidence and professionalism to communicate directly with customers - sometimes in ch

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