Director - Operations Management

We are seeking a talented individual to join our Operations team at Mercer. This role will be based in either Gurgaon DLF/Noida. This is a hybrid role that has a requirement of working at least three days a week in the office (or as per company policy)

Director- Insurance Operations (G)

We will count on you to:

Common tasks include (but are not limited to):

Clients/Stakeholders

• Oversee the operational delivery of a large group covering multiple lines of business or domains.
• Understand the drivers of the supported business and identify ways GSD can contribute. Collaborate with the project relationship manager to explore business opportunities and assess project impacts, making appropriate recommendations.
• Set the agenda for future improvements and growth with onshore and offshore teams, managing change effectively.
• Champion improvement programs, conduct progress reviews, and remove obstacles.
• Manage client expectations regarding operational readiness, ensuring all requirements for go-live are identified and met on time.
• Effectively manage risks and foster a culture of innovation and process improvement.

Project Oversight

• Oversee operations related to claims adjudication, life event administration, payroll processing, and claims helpdesk, ensuring adherence to core operational standards.
• Evaluate team readiness through pre-go-live process reviews, identifying gaps and providing contingency and problem resolution plans as needed.
• Ensure frameworks, routines, controls, and best practices for operations delivery are actively practiced.
• Provide status reporting and issue escalation to leadership, maintaining effective change control for on-time and on-budget delivery.
• Design and implement crisis management processes to safeguard operations and maintain service continuity during challenges.
• Lead change management initiatives to ensure smooth transitions during operational transformations, developing strategies that prepare teams for change and align stakeholders.

People

• Develop the forward-looking structure and talent strategy for the delivery group.
• Coach experienced managers and develop future leaders.
• Collaborate with HR to establish talent management, review, and retention programs.
• Work with HR and senior leadership to create a strategic workforce plan addressing current and future talent needs.
• Champion diversity and inclusion initiatives, ensuring diverse perspectives are valued in decision-making processes and monitoring progress towards diversity goals.
• Assess and enhance organizational effectiveness, implementing strategies that drive performance, engagement, and employee satisfaction.
• Lead, manage, and motivate team members to achieve desired outcomes aligned with Mercer values.
• Partner with Quality, HR, and Training to promote continuous learning and innovation among colleagues.
• Champion engagement initiatives and foster an environment that enables performance goals to be met and exceeded

Best Practice/Controls

• Communicate project readiness with key stakeholders throughout the project lifecycle.
• Facilitate gap analysis and remediation planning between implementation development/testing and operational processes.
• Identify operational risks associated with nonstandard components of client implementations and collaborate with project teams to develop risk mitigation plans.
• Work closely with project managers and business owners to ensure coordinated efforts and open communication throughout the project.
• Evaluate project team outputs through reviews, providing analysis and feedback to stakeholders.
• Identify and address project-related problems, developing and executing appropriate remediation solutions.
• Track and report metrics assessing go-live readiness to stakeholders, ensuring adherence to standard methodologies and quality deliverables.

Process Management/Adherence

• Conduct progress reviews, providing contingency and problem resolution plans as needed.
• Monitor quality issues and create processes to improve quality and prevent errors.
• Champion improvement initiatives and drive the implementation of best practice processes for managed services, routines, controls, and quality assurance.
• Support compliance and MMC audit processes for Mercer.

What you need to have:

Knowledge & Skills:

• A graduate with over 18 years of experience in team leadership and personnel management, ideally within the health and benefits sector.
• Possesses a data-driven approach with a strong capability to make informed decisions based on analytics.
• Excellent communication and presentation skills, able to engage effectively with diverse audiences.
• Demonstrated problem-solving skills with a proactive attitude towards identifying and resolving challenges in a dynamic environment.
• Strong stakeholder management abilities, emphasizing the development of collaborative relationships across departments.
• Exhibits robust leadership and management skills necessary for guiding teams toward achieving goals and objectives.
• Proven track record of successfully managing projects of varying complexities.
• Utilizes a quantitative, fact-based approach to decision-making and displays financial acumen with a commercial mindset.
• Proficient in time management and analytical thinking.
• Capable of navigating within a multicultural business environment.
• Strong customer orientation and attention to detail.
• Familiarity with the Darwin HR Benefit System and experience in implementing Flexible Benefits is an advantage.

What makes you stand out?

• 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

MERCER 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 Follow Mercer on LinkedIn and Twitter.

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.

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 , 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.