Director - Health Delivery

What can you expect?

This role will work as part of the Health Leadership Team that anticipates and manages changes across India teams, related to Health LOB, to ensure world-class service delivery to Mercer clients globally. Position will be a member of the leadership Group

This position manages experienced professionals who exercise latitude and independence in managing day-to-day Operations. The role-holder acts as the most senior location leader and decision-maker for the Delivery teams, with focus on

• Ownership of the employee proposition, working with HR and people managers on location
• Driving on engagement and continuous improvement in partnership with Learning & Development
• Strategy and execution of transition of work to the center to support growth objectives
• Managing relationships with senior stakeholders on location and globally in a matrix environment, with oversight of key performance indicators (e.g. revenue growth, client satisfaction, operational efficiency and colleague retention)
• Sets the tone and drives productivity across, in the interest of all objectives and deliverables. This position will be responsible to deliver superior service to the clients / stakeholders by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk

We will count on you to:

Service Quality & Delivery:

• Stakeholder relationship management
• Ongoing operations management and governance (reviews; metrics
• Maps clients requirements and coordinates in developing, implementing and transitioning processes in line with the guidelines specified by the client and regional offices.
• Create & implement workflows to facilitate structured support in all areas and issues.
• Decide Service Level Agreement (SLA) and gets the same approved by the client.
• Process re- engineering/ redefine efficiency and effective management.
• Strategic planning- Develops and manage strategic initiatives to include design of corresponding values and strategic vision and adapts to a changing strategic direction and/or changing resource allocation decisions or developments.
• Work /process standardization.
• Monitor, manage & mitigate client service issues & business risks.

Thought Leadership:

• Creates and communicates a compelling & aligned vision in Health LoBs in India.
• Works proactively with Executive Leadership to continuously strengthen Delivery value proposition.
• Leadership/ Colleague Engagement and Development
• Responsible for developing and coaching colleagues (including succession planning).
• Promotes a performance culture and environment where colleagues are encouraged to continuously learn, develop skills, innovate and build their careers.
• Oversees workforce management and manages talent towards stronger operational effectiveness

Financial Management

• Manage business capacity optimally and drive operational scalability. Identify, implement and utilize leading financial and operational performance indicators.
• Manage the budgets and forecasts

Process Transition/ Enhancement/ Transformation

• Monitor the overall functioning of processes, identify improvement areas, and implement adequate measures to maximize customer satisfaction level.
• Map clients requirements and coordinates in developing, implementing and transitioning processes in line with the guidelines specified by the client and regional offices.
• Create & implement workflows to facilitate structured support in all areas and issues.
• Decide Service Level Agreement (SLA) and get the same approved by the client.
• Recommend, generate, execute process improvement ideas through system changes.
• Process re- engineering/ redefining efficiency and effective management.

Note: Applicants should be flexible working in shifts

What you need to have?

• Graduation / post-graduation in any stream
• Minimum of 15+ years experience in a large professional organization in Insurance domain

• Deep understanding of Healthcare operations and shared services environment, with a focus on volume-based workflow and data management.
• Extensive experience in leading organizational change.
• Excellent communication skills with superior face-to-face presentation skills
• Ability to lead others in a global environment, what includes highest standard of people management skills.
• Ability to convey an operational mindset and approach to a business-focused environment.
• Team player who has experience of building effective relationships at all levels
• Good understanding of data management best practices and process engineering designs for efficient delivery
• Strong negotiation skills.
• Budgeting and finance acumen
• General knowledge on process transition methodology
• Strategic thinking
• Ownership of the employee proposition, working with HR and people managers on location
• Driving on engagement and continuous improvement in partnership with L&D
• Strategy and execution of transition of work to the centre to support growth objectives.
• Managing relationships with senior stakeholders on location and globally in a matrix environment, with oversight of key performance indicators including financials

What makes you stand out?

• Well-developed skills and the demonstrated ability to work in a globally matrixed and significantly multi-geography, multi-cultural offshore service delivery environment
• Exceptional Communication Skills
• Strong Business acumen
• Executive presence that conveys composure and confidence in all situations
• Strong analytical, research and problem solving skills, attention to details