Plan Administration

**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.
- _ Voted #1 HR Consulting Company Globally_
- _ 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
- 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 Plan Administration - Specialist is responsible for the provision of quality administration services to customers, clients and related stakeholders.

The Plan Administration - Specialist acts as the 2IC for the Team Leader, managing daily workflows to ensure customers receive a high level of service at all times.

In this role, the Plan Administration - Specialist acts as the scheme expert, supporting the team to resolve queries received via customer contact, Mercer’s Helpline team and other internal teams.

The Plan Administration - Specialist manages regular stakeholder reporting and ad-hoc tasks / projects as required.

**Responsibilities;**
- Oversee the allocation of work across the team, ensuring the accurate completion of processing and peer review tasks within assigned and measured KPIs.
- Report on workflow activities including the weekly team SLA report and provide insights to any issues arising with workloads at regular team meetings.
- Provide support to the team including the Early Release hub, assisting with complex inquiries and urgent or critical issues that arise, including processing onshore payments, arranging and signing off cheque requisitions and same day payments.
- Work with team members requiring assistance with customized communications to members
- Respond to escalated enquiries from Global Service Delivery (GSD) and other internal teams with respect to transactions within the administration team.
- Contribute towards projects such as the annual review and any other ad-hoc tasks as required.
- Contribute to the overall team morale by maintaining professional and positive working relationships with colleagues and adhering to Mercer policies and procedures.
- Meet all compliance requirements, including timely reporting of identified compliance issues.

**Education**
- 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 challenging situations - both verbally and in writing, to deliver great outcomes
- Computer skills (Intermediate Microsoft Office)
- Great attention to detail
- Ability to work under pressure to meet strict deadlines
- Initiative in making decisions and a desire to contribute towards continuous improvement

**About Us**: