Darwin Support Associate @Darwin

Company:

Mercer

Description:

As a Darwin Support Associate, you will be part of the Managed Services Department, working within the Darwin Administration Support team. In this role, you will help to support a portfolio of clients, assisting the management of their day-to-day needs and use of Darwin, as well as performing administrative tasks when clients decide to outsource payroll and provider processes to DARWIN. Your focus will be to deliver an excellent and consistent experience for all our clients.

The Darwin Support Associate role will focus on ensuring that Darwin's administration effectively facilitates the delivery of the client's benefits package, as well as supporting the client HR or Payroll representatives to answer any individual queries raised.

We will count on you to:

• Assist in managing client relationships by understanding their specific requirements and expectations, in the context of their business structure
• Complete scheduled work in alignment with clients' monthly processing dates, adapting to changing business demands
• Deliver high-quality administration tasks while adhering to relevant deadlines and team-specific KPIs
• Respond to queries raised by client HR or Payroll representatives, ensuring a high level of service delivery
• Communicate effectively with clients via email and telephone to foster strong working relationships
• Champion the use of Darwin, HR, and Payroll processes, ensuring clients are supported in their use of the software
• Maintain client flex schemes and ensure that process documentation is current and accurate
• Support the identification of any discrepancies between Darwin and Payroll or the Providers, and assist in remedying them
• Develop analytical skills to support issue resolution and apply workarounds for incidents related to administration services (performing uploads, reconciliations, sending additional reports to client, providers)
• Perform light first-line support fixes in accordance with the agreed Service Fixes Methodology

What you need to have:

Darwin Support Associates provide high-quality service and develop the confidence to guide and influence both internal and external stakeholders. They focus on supporting clients in using our market-leading software, with a commitment to right-first-time delivery.

Key attributes:

• Adaptable communicator, facilitator, and problem solver
• High attention to detail with the ability to multi-task and prioritize effectively
• Able to work calmly in a pressured environment
• Thrives in a client facing role
• Intermediate skills in Microsoft Word and Excel

What Makes You Stand Out:

• Ability to work calmly under pressure and thrive in a client-facing role
• A passion for delivering high-quality service and supporting clients
• Familiarity with Confluence, Jira, and Zendesk
• Experience working with KPIs and SLAs

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 work with talented colleagues to create new solutions and have an impact for colleagues, clients and communities
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being
• An opportunity to work in a fast-growing, innovative company with lots of room for progression and career growth
• A fail-friendly environment that encourages learning and initiative
• A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary)
• 30+ days off (25 legal days off, 1 extra day off on your birthday, public holiday replacement days, extra buy/sell from your benefit's budget)
• Performance Bonus scheme
• Matching charity contributions, charity days off, and the Pay it Forward charity challenge
• Core benefits - Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance
• We champion flexible working, and our mission is to help you find YOUR work-life balance, whether that's standard working, flextime working, or working from home

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 , or follow on LinkedIn and X.

Marsh McLennan is committed to creating 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, or any other characteristic protected by applicable law.

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