Why Work at Mercer Advisors?
For nearly 40 years, Mercer Advisors has worked with families to help them amplify and simplify their financial lives. How? By integrating financial planning, investment management, tax, estate, insurance, and more, all managed by a single team. Today we proudly serve over 31,300 families in more than 90 cities across the U.S. Ranked the #1 RIA Firm in the nation by Barron’s, we are an independent, national fiduciary legally obligated to always act in the best interest of our clients.*Mercer Advisors offers a distinct work environment that stands out in the financial industry.
Our overall employee base and client-facing team are composed of 50% women, reflecting our commitment to diversity. We attract top talent from across the country, with no formal headquarters and flexible working arrangements, allowing us to assemble the best team possible.Join us and be a part of a team dedicated to making a meaningful impact on the financial lives of families across the country.* Mercer Advisors was ranked #1 for RIA firms with up to $70 billion in assets. The Barron’s top RIA ranking is based on a combination of metrics – including size, growth, service quality, technology, succession planning and others.
No fee was paid for participation in the ranking, however, Mercer Advisors has paid a fee to Barron’s to use the ranking in marketing. Please see important information about the ranking criteria methodology here.
Job Summary:
This role requires strong vision, organization, communication, project management, and product management skills. This position works closely with Wealth Management (both Client Service and Advisors), Wealth Solutions, Business Intelligence, Marketing, and other groups to strategize and develop long-term plans that facilitate client retention, client referrals, increased wallet share, productivity improvements and profitability.
Essential Job Functions for this role include:
- Analyzes current advisor and client journey and collaborates cross-functionally to define The Mercer Way. This entails identifying and executing solutions for improvement and ensuring ease of use for Clients and Advisors.
- Maximizes efficiency and productivity through extensive process analysis and interdepartmental collaboration. Supports Client Experience Deliverables and Creates consistency across channel.
- Analyzes client attrition data and identifies ways to reduce client churn.
- Collaborate with Advisors, Client Service, Wealth Solutions, Business Intelligence, and IT to improve client net promoter score, expand share of wallet, and increase service adoption.
- Analyzes current share of wallet opportunities and collaborates cross-functionally to define a strategy to engage clients to consolidate assets.
- Evaluates current trends in Account Bridge leads and collaborates with Digital Product Management to increase referrals.
1. Define and Execute on the “Mercer Way” – onboarding, satisfaction, retention
- Define and execute against operational performance goals and long-term operational plans; supports strategic goals for client retention.
- Execute, promote, and integrate client experience improvement initiatives and strategies; influence leadership to understand the balance of experience improvement and frictionless services for Advisors and clients.
- Support vision for new initiatives to enhance the client and advisor experience; support Director in plans and business case for corporate recommendations and business decisions.
- Support the team in evaluating products and offers to improve the client experience in partnership with Wealth Solutions.
- Improved digital capabilities including the Client Portal
- Implement strategies to deliver financial plans and estate plans to more clients
2.
Client Experience: Evaluate client feedback and develop actionable steps to reduce client attrition
- Support in evaluating key themes of client attrition by leveraging customer feedback and identifying solutions to reduce client churn.
- Codify best practices & institutionalize processes across divisions, markets, and teams.
- Development of Churn Management playbook to define how to be proactive and reactive to client dissatisfaction, and what we want Mercer Advisors employees (advisors, client service, corporate staff, etc.) to deliver.
- Support prioritized strategic initiatives including opportunity identification, prioritization, diagnostic, design, pilot, implementation, and impact measurement.
3.
Develop and Execute strategy to increase share of wallet
- Facilitates defined performance targets for Advisors by developing a strategic roadmap for consolidating assets
- Execute, promote, and integrate share of wallet strategies to consolidate assets through Account Bridge, Private Markets, liquidity events, assets held outside, and concentrated positions.
- Gain buy-in from leadership on share of wallet strategies and influence decision making to increase adoption.
- Support the team in documenting and communicating the value of increasing share of wallet along with the business case/ROI for recommended work to impact retention, revenue, profitability, reputation, and efficiency.
- Align with key stakeholders to create and document defined processes for Wealth Management Teams on how to position each product or offer to consolidate client assets; codify best practices & institutionalize processes across divisions, markets, and teams.
- Partner with marketing to create campaigns to increase share of wallet
4.
Advisor Experience: Delivering an exceptional Client Experience through Advisors
- Motivate and inspire the field organization and partners to achieve high levels of success through the acquisition and application of knowledge, skills and behaviors that impress clients via improved productivity, accelerated growth, and tailored outcomes.
- Understand advisor needs, improve advisor journeys, and ensure consistent brand experiences.
Knowledge, Skills, and Abilities:
- Bachelor’s Degree in education, business, or a related field. Financial Licenses, MBA, or relevant certification is a plus.
- Proven experience in training education, learning & development, and changing management. Experience in wealth management is a plus.
- Strong project management and organization skills.
- Ability to work in a fast-paced, collaborative environment.
- Analytical mindset with the ability to use data and develop relationships.
- Excellent communication and presentation skills.
Work Schedule:
This professional role requires availability Monday through Friday, 8:00 AM – 5:00 PM.
Working Conditions:
Professional office environment, daytime hours, working inside, standing, and sitting, will be assigned to a workstation, no heavy lifting over 10 lbs.
