Mercer is seeking candidates for the following position based in their GGN Office This is a hybrid role that has a requirement of working at least three days a week in the office. Manager - Metrics, Analytics & Reporting No. of Open roles - 1 What can you expect? We are looking to hire a Manager in the UK Health Delivery Team The role will be responsible for working within the UK Teams, to deliver an excellent and consistent experience for the consultants to support them in renewal and market review of healthcare and protection policies for our clients This position is responsible for various professional activities for assigned moderate portfolios, including processing and technical checks of transaction, administration of Healthcare & Protection policies (covering Renewal and Market Review process), driving improvements, managing workflow, client communication, SLA monitoring and providing timely updates to the management. The incumbent in this role should have an overall understanding of the company strategy and the importance of their role in achieving the company targets and client satisfaction scores We will count on you to: Act as a process owner and subject matter expert for team members and stakeholders 70% Processing & technical check and 30% managerial activities Handling tasks for UK health insurance products – like GLA, GIP, PMI, Dental, Pension, etc. Excellent communication with clients, colleagues and providers Interpretation of policy terms and client requirements to draft Renewal or Market Review Report Good understanding of claims Underwriting process Enter, validate and provide data analysis for various data used in renewal process (employee headcount movement, claim history, underwriting details, premium changes etc.) Prepare various documents that are used in placement process and distributed by local client contacts to clients (Proposals, RFQ, Confirmation of Placement, Renewal Report, e-mails Creating reports, perform data analysis, including presentation of data insights Leading transition calls and creating process documents (e.g., SOPs, PMAPs etc.) Drive and Focus on the culture of First Time Right Mentoring and coaching new hires Ownership of timely delivery on all deliverables assigned to the team through effective planning and monitoring Mentoring a team directly on client deliverables in a transactional and project-based environment Accurate recording of time on appropriate financial system to ensure achievement of financial / chargeable hours target Own accountability by being able to help the teams troubleshoot issues in projects on both technical and business side Responsible for managing stakeholders and process SLAs Define, delegate and monitor the various employee engagement initiatives for the assigned shop viz; R&Rs, SPOT Award System and so on Drive improvement/ Lean ideas within the team Preparation of various process reports as and when delegated by managers Mailbox monitoring and ensuring effective SLA controls Identify the developmental and process training needs for team and ensuring trainings are organized for the team/individuals Complete ownership of the new-hire orientation and ensuring the new hire is settled Conduct the team meetings as per the set frequency and ensuring proper documentation Written and Verbal communication with onshore business partners Responsible for transactions processing and quality check Managing daily inventory and allocating work within the team Tracking the inventory status and sharing day end report with managers Act as a subject matter expert and providing floor support to colleagues Manage portfolio of complex client. Should act as a very strong point of contact for escalations for the entire offshore team for any assigned client deliverables. If there are any issues on the agreed deliverables, then should be able to articulate the same with the right message on the impact analysis. Define, delegate and monitor the various employee engagement initiatives for the assigned shop viz; R&Rs, SPOT Award System and so on Drive improvement/ Triple play ideas within the team Adhere to UK Health processes Ownership of delivery of tasks and proactively manage own workload Partner with internal/ external stakeholders to achieve best service for client Dealing with client and member queries (verbal and written), as appropriate in line with service level agreements to ensure timely client delivery Lead on continuous improvement within your team/location Develop and maintain appropriate technical knowledge and lead on market or legislative changes Support revenue reporting activity as appropriate Quality checking of colleagues work to ensure accuracy Attend client meetings as required Manage client relationships to support retention & growth Training, mentoring and technical lead for Consulting Delivery Participate in internal projects and lead when needed Be a champion of change within the team Support Team Leader on Risk and Compliance protocols Note: Applicants should be flexible working in shifts What you need to have? Knowledge & Skills: Graduate in any stream 6+ years’ experience Health products knowledge for UK Markets (preferred) Experience in Renewal and Market Review of Health insurance policies (preferred) Strong team collaboration and relationship building skills Good Interpretation and decision-making skills Strong command on MS office applications (Word, PowerPoint) Advanced knowledge of MS Excel (must) VBA knowledge will be an added advantage Strong experience in KT and transitions in BPO industry Strong verbal and written communication skills along with probing and articulation skills Advanced Logical, Data Analytical & Data Mining skills Strong knowledge/experience in project management Strong analytical, research and problem-solving skills, attention to details Ability to multitask, self-starter, positive attitude and an ability to adapt to an ever-changing environment Proficient in arithmetic calculations Knowledge of tools like HBB, GBM, MercerGold+ (preferred) What makes you stand out? (Additional Skills & Competencies Needed) Good knowledge and experience in health insurance Strong Communication and presentation Skills Strong analytical, research and problem-solving skills, attention to details Project Management Skills Knowledge of quality tools like six sigma, lean and kaizen Knowledge of VBA and BI Tools like power BI, QLIK etc. (Preferred) 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 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. Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer’s more than 20,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with more than 85,000 colleagues and annual revenue of over $23 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit mercer.com. Follow Mercer 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 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.
