Director - Metrics, Analytics & Reporting

We are seeking a talented individual to join our Metrics, Analytics and Reporting team at Mercer .This role will be based in Mumbai /Gurugram .This is a hybrid role that has a requirement of working at least three days a week in the office.

Director - Metrics, Analytics & Reporting

We will count on you to:

• Create methods and practices to carry out robust capacity planning in back office/Admin and Project based teams in O&T

• Be an expert at forecasting and try different avenues and models of forecasting for varied teams across Operations & technology units.

• Provide insights and experimental analysis on how various forecasting models can be adapted to make our planning exercise richer and closer to ground reality

• Utilize forecasting tools and practices which are best in class at an industry level and harmonize ways of working with our teams with that

• Improve the accuracy of our predictions and plans and bridge the gap between forecast and actual volumes, revenues, performance and more operational aspects.

• Aid the development of Capacity Planning application from an end user's perspective

• develop and refine individual capacity plans for each of O&T's product lines/regional operations across their on and offshore operations, in collaborations with regional operations leads

• support optimization of back office/admin workforce management practices across O&T and be able to leverage peaks and troughs, and lean periods to maximize use of existing resources.  

• support managers and leader in Operations teams in making appropriate hiring and capacity augmentation decisions which include cross training, contract resourcing, lending & borrowing resources etc. 

Stakeholder management and influence:

• Collaborate with COOs and operations leads to create meaningful plans for their units and communicate that effectively using facts and data.  

• collaborate with them to create messaging and insights such that accurately reflect their team's position and can be supported effectively

• provide insights that help them run operations more effectively from service delivery, quality and cost perspectives

• bring out the best practices across other O&T teams and to cross pollinate best practices across operations

What you need to have: 

• Bachelor's degree in business administration, maths, engineering or economics from accredited university or equivalent experience

• 20+ years of experience in ITES

• 10+ year of experience in business intelligence, predictive modelling, forecasting and planning in Services Industry, supply chain or logistics

• Experience with BackOffice Planning and exposure to Contact Centre operations

• Experience as a Client Relationship Manager or Product Manager is preferred

• Knowledge of customer relationship management practices

• Problem-solving attitude

• Excellent analytics skills

What makes you stand out?

• Demonstrate agility and rigor

• Attention to detail with exceptional quality of work

• Excellent communication and interpersonal skills.

• Adaptive to organisational culture and business environment

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

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.