Darwin Support Associate @DARWIN

at  Mercer

As a Darwin Support Associate, you will work within the Managed Services Department, as part of the Darwin Administration Support team. As part of our team, you will help support a portfolio of clients, assist in managing their day-to-day needs and use of Darwin, and perform administrative tasks when clients decide to outsource payroll and provider processes to DARWIN. Your main focus will be to deliver an excellent and consistent experience for all our clients.
The role will focus on ensuring that administration from Darwin supports the delivery of the client’s benefit package efficiently, as well as supporting the client’s HR or Payroll representatives to answer any individual queries raised.

Supporting relationships:

• Ability to support a close working relationship with the client that requires a clear understanding of the client’s requirements in the context of their business structure, expectations and preferred way of working
• Develop an understanding of any client-specific problems and assist in the implementation of appropriate solutions to provide an exceptional service; putting the client at the centre of what we do
• Support the management of key stakeholders both internally and externally
• Liaise with other teams at Darwin Technologies to resolve client queries, working closely with all relevant stakeholders
• Support client communications by e-mail and/or via telephone promoting the development of a solid working relationship

Service Delivery:

• Become a Darwin, HR and Payroll process champion; support the management of client administrator use of the software from a business-as-usual capacity
• Support in maintaining client flex schemes and ensuring process documentation is up to date
• Complete scheduled work in line with clients’ monthly processing dates including client administration, which is subject to change depending on the demands of the business and our seasonal peak work schedule
• Issuing payroll and provider reports on time
• Support the identification of discrepancies within the following and assist in remedying them: inbound client data files, process scheduling and any changes that occur from the standard operation, and outbound data files (Payroll, Provider)
• Deliver a high standard of quality on all administration tasks working to relevant deadlines
• Support in preparing for annual flex windows from a processing perspective
• Adhere to the team-specific Key Performance Indicators

Problem Solving:

• Develop your analytical skills and support with issue resolution
• Support with applying workaround for incidents related to administration services (performing uploads, reconciliations, sending additional reports to client, and provider)
• Perform light first-line support fixes in line with the agreed Service Fixes Methodology

YOUR EXPERIENCE & VALUES

Our Darwin Support Associates are passionate about delivering a high-quality service. We want people with the confidence to guide both internal and external stakeholders to coordinate process efficiencies and support our clients in the use of our market-leading software.

BEHAVIOURAL SKILLS

• Adaptable communicator, facilitator, and problem solver
• High attention to detail
• Ability to multi-task and prioritize time effectively
• Able to work calmly in a pressured environment
• Thrives in a client-facing role

TECHNICAL SKILLS

• Intermediate Microsoft Word and Microsoft Excel skills, some knowledge of Microsoft PowerPoint

Please refer the Job description for details