Senior Manager - Order Management

Company:

Mercer

Description:

What can you expect?

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

This role will own accountability by being able to help the teams troubleshooting issues in projects both on the 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:

• Supervise daily operations to ensure smooth functioning and efficiency
• Manage client/Onshore partners
• Coordinate operations with other functions and provide input to strategic decisions.
• 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 team members and develop them for higher roles and be able to provide them directions 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

Note: Applicant should be flexible working in shifts

What you need to have: 

 Knowledge & Skills:

• 9+ 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 is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh 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 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 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.