We will count on you to:
- Manage team and daily operations, make sure meet all service deliverables.
- Act as first point of escalation for system and process issues day-to-day operations.
- Develop and motivate team, including performance management, training and development of team members.
- Highlight, escalate, communicate, and act on proactively any status risks to team members and/or stakeholders.
- Ensure that the systems, processes, and procedures within your team are effective, efficient and are communicated and understood by all team members.
- Adhere to all standards and guidelines established for line of business.
- Liaise with stakeholders and other teams to ensure quick resolution to issues.
- Build relationships with stakeholders and meet their expectations.
- Participate in new member on-boarding activities. Go-to person for on-the-job training of employees in the order processing team.
- Collaborate in discussions to solve moderate issues (e.g. field or result errors) advising of potential risk.
- Resolve access/invoice/reporting related queries and act fast on client feedback.
- Collate, review, and analyze data to provide management information/business reports.
- Provide Refresher training as per calendar and delivers re-training to members requiring additional support.
- Ensure all process documents such as SOPs, FAQs and DTPs are timely reviewed and updated.
- Participate ad lead internal meetings and client meetings as required.
What you need to have:
Knowledge & Skills
- Minimum 7-9 Years’ experience in a professional organization
- Able to lead by example in delivering excellent client service.
- Good Interpersonal, analytical, and strong communication skills (verbal and written)
- Flexible and results-oriented approach to meet varying client and business demands.
- Exposure to participating or leading stakeholder/client calls
- Work independently with stakeholders to understand requirements and delivering on same
- Stakeholders Management
- High level of organization and time management skills with ability to prioritize.
Education:
What makes you stand out?
- Proven success working in fast-paced team environment, managing multiple projects simultaneously, and developing professional relationships inside the organization.
- Have knowledge about Order Management and fulfilment process.
- Ability to work in an agile environment and under time pressure.
- Excellent problem-solving, analytical, organizational and communication skills
- Business maturity - ability to prioritize and manage multiple work activities, working independently.
- Flexibility to extend shift in case of business requirement.
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 mercer.com, or follow on LinkedIn and X.Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, 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.
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