Job Description

Company: MercerDescription:Mercer is seeking candidates for the following position based in the DLF GGN office:Lead Specialist - Metrics, Analytics & Reporting(D1)What can you expect?Mercer is the global leader for trusted human capital services and products. The Health Delivery team at Mercer delivers a comprehensive suite of Health solutions across geographic boundaries, offering solutions globally.The incumbent in this role will ensure world-class service delivery to the UK 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 role will focus on:

• Act as a process owner and subject matter expert for team members and stakeholders
• 70% Processing & quality check and 30% managerial activities
• Handling tasks for UK health insurance products - like GLA, GIP, PMI, Dental, etc.
• 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
• 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
• 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
• Creating/Updating SOPs and Process Maps
• Ensure quality of own work through right first time approach
• Preparation of various process reports as and when delegated by managers
• 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
• Mentoring and coaching new hires
• Conduct the team meetings as per the set frequency and ensuring proper documentation
• Excellent communication with clients, colleagues and providers

What is in it for you?

• Holidays (As Per the location)
• Shared Transport (Provided the address falls in service zone)

We will count on you to:Operational Activities:

• 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
• 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

Reporting work:

• Ensuring all process related updates and exceptions are being captured and reported out to stakeholders on timely basis
• Ensuring all rejects/errors along with RCA are being captured timely and shared with the team. Also, responsible for sharing the trend and analysis with the managers
• Creating process dashboards (e.g. Weekly, Monthly Dashboard)
• Ensuring all ad-hoc reports are prepared as and when requested
• Working Knowledge of BI tools like Power BI (preferred)

Support new transitions:

• Responsible for leading transition calls and support knowledge transfer
• Creating and maintaining process documents (e.g. SOPs, Process Maps etc..)
• Ensuring that team is adhering to communication calendar
• Imparting process trainings to team members

Note: Applicants should be flexible working in shiftsWhat you need to have?

• Graduate in any stream
• 4-8 years experience
• Health products knowledge for UK Markets (preferred)
• Experience in Renewal and Market Review of Health insurance policies (preferred)
• Strong experience in KT and transitions in BPO industry
• Strong leadership and client management skills
• Demonstrated ability to manage and guide team across multiple shifts
• Good Interpretation and decision making skills
• Effective and Accurate reporting skills
• Strong verbal and written communication skills along with probing and articulation skills
• Strong knowledge/experience in project management
• Knowledge of quality tools like six sigma, lean and kaizen would be preferred
• Advanced Logical, Data Analytical & Data Mining skills
• Strong command on MS office applications (Word, PowerPoint)
• Advanced knowledge of MS Excel (must)
• VBA knowledge will be an added advantage
• Proficient in arithmetic calculations
• Strong analytical, research and problem solving skills, attention to details
• Ability to multi task, self-starter, positive attitude and an ability to adapt to an ever changing environment

What makes you stand out?

• 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
• Sound knowledge of VBA and BI Tools like power BI, Tableau (preferred)

believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercers more than 20,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a business of (NYSE: MMC), the worlds 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 , and , Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit . Follow Mercer on and .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.

Marsh McLennan