Associate Director - Order Management

Company: Mercer

Description:

Mercer India is seeking candidates for the following position based in Gurgaon

Associate Director - Order Management (Grade F)

What can you expect

The role will be responsible to ensure seamless and superior client service delivery for the entire group, including critical metrics as defined for the process to deliver exceptional customer experience and service

This role will own accountability by being able to help the teams troubleshoot issues in projects both on technical and business side and act as very strong escalation resolution source for the entire team for deliverables, client and people related issues

We will count on you to:

• Manage client/Onshore relationship management and enhancement by engaging with Domain Lead level, Principal/Partner level counterparts

• Drive and participate in new opportunities to move work to GSD
• Be the GSD lead on onshore / joint onshore and offshore project and to Communicate highlight best practice implemented at GSD with onshore at various forums
• Drive a culture of performance, align the overall region goals with groups goals and KRAs
• Create a strong pipeline of talent through succession planning and hiring. Mentor and Coach managers and develop them for higher roles and be able to provide them direction on various projects
• Drive and build a culture of strong Customer focus in the team, including the newer working arenas and focus areas like LenAI, customer experience and championing lean culture
• Define and drive the standard employee measurement factors like KRAs, Mentoring and Project SLA
• Execute plan efficiency road map for domain
• Revamp the reporting and dashboards by providing meaningful metrics for deriving insightful results to be shared with stakeholders for better decision making

Manage Projects:

• Drive and deliver projects which aid process efficacy and efficiency
• Partner in GSD wise projects aiming at driving LEAN and customer centricity
• Participate in projects working towards cultivating the AI culture

Note: Applicant should be flexible working in shifts

What you need to have:

Knowledge Skills:

• 11+ years of experience with at least 5 years experience in managing teams
• Strong People, Process, Operations and Project management skills
• Experience in leading operations in order management
• Proficiency in MS Excel
• Excellent verbal and written communication
• Incident Problem management
• Strong ability to organize prioritize tasks with attention to detail
• Accountability for client experience timely delivery
• High on Adaptability Responsiveness
• Exposure to participating or leading stakeholder/client calls
• Possess end to end process understanding, able to act outside of the written documentation by understanding the process rather than just always following an SOP - understands whenever SOP is insufficient and escalates

What makes you stand out

• Exceptional Communication Skills
• Adaptable communicator, facilitator, influencer and problem solver
• High attention to detail
• Good relationship skills, Proven ability to work on own initiative as well as in a team
• Ability to multi-task and prioritize time effectively
• Decision making and critical thinking

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 regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, caste, gender identity or any other characteristic protected by applicable law.

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 approximately 25,000 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 85,000 colleagues and annual revenue of over $20 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 Twitter.

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 $23 billion and more than 85,000 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.