Mercer is seeking candidates for the following position based in their GGN Office

This is a hybrid role that has a requirement of working at least three days a week in the office.

Manager - Metrics, Analytics & Reporting

No. of Open roles - 1

What can you expect?

We are looking to hire a Manager in the UK Health Delivery Team

The role will be responsible for working within the UK Teams, to deliver an excellent and consistent experience for the consultants to support them in renewal and market review of healthcare and protection policies for our 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 incumbent in this role should have an overall understanding of the company strategy and the importance of their role in achieving the company targets and client satisfaction scores

We will count on you to:

Act as a process owner and subject matter expert for team members and stakeholders70% Processing & technical check and 30% managerial activitiesHandling tasks for UK health insurance products – like GLA, GIP, PMI, Dental, Pension, etc.Excellent communication with clients, colleagues and providersInterpretation of policy terms and client requirements to draft Renewal or Market Review ReportGood understanding of claims Underwriting processEnter, 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-mailsCreating reports, perform data analysis, including presentation of data insightsLeading transition calls and creating process documents (e.g., SOPs, PMAPs etc.)Drive and Focus on the culture of First Time RightMentoring and coaching new hiresOwnership of timely delivery on all deliverables assigned to the team through effective planning and monitoringMentoring a team directly on client deliverables in a transactional and project-based environmentAccurate recording of time on appropriate financial system to ensure achievement of financial / chargeable hours targetOwn accountability by being able to help the teams troubleshoot issues in projects on both technical and business sideResponsible for managing stakeholders and process SLAsDefine, delegate and monitor the various employee engagement initiatives for the assigned shop viz; R&Rs, SPOT Award System and so onDrive improvement/ Lean ideas within the teamPreparation of various process reports as and when delegated by managersMailbox monitoring and ensuring effective SLA controlsIdentify the developmental and process training needs for team and ensuring trainings are organized for the team/individualsComplete ownership of the new-hire orientation and ensuring the new hire is settledConduct the team meetings as per the set frequency and ensuring proper documentationWritten and Verbal communication with onshore business partnersResponsible for transactions processing and quality checkManaging daily inventory and allocating work within the teamTracking the inventory status and sharing day end report with managersAct as a subject matter expert and providing floor support to colleaguesManage portfolio of complex client.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 onDrive improvement/ Triple play ideas within the teamAdhere to UK Health processesOwnership of delivery of tasks and proactively manage own workloadPartner with internal/ external stakeholders to achieve best service for clientDealing with client and member queries (verbal and written), as appropriate in line with service level agreements to ensure timely client deliveryLead on continuous improvement within your team/locationDevelop and maintain appropriate technical knowledge and lead on market or legislative changesSupport revenue reporting activity as appropriateQuality checking of colleagues work to ensure accuracyAttend client meetings as requiredManage client relationships to support retention & growthTraining, mentoring and technical lead for Consulting DeliveryParticipate in internal projects and lead when neededBe a champion of change within the teamSupport Team Leader on Risk and Compliance protocols

Note: Applicants should be flexible working in shifts

What you need to have?

Knowledge & Skills:

Graduate in any stream6+ years’ experienceHealth products knowledge for UK Markets (preferred)Experience in Renewal and Market Review of Health insurance policies (preferred)Strong team collaboration and relationship building skillsGood Interpretation and decision-making skillsStrong command on MS office applications (Word, PowerPoint)Advanced knowledge of MS Excel (must)VBA knowledge will be an added advantageStrong experience in KT and transitions in BPO industryStrong verbal and written communication skills along with probing and articulation skillsAdvanced Logical, Data Analytical & Data Mining skillsStrong knowledge/experience in project managementStrong analytical, research and problem-solving skills, attention to detailsAbility to multitask, self-starter, positive attitude and an ability to adapt to an ever-changing environmentProficient in arithmetic calculationsKnowledge of tools like HBB, GBM, MercerGold+ (preferred)

What makes you stand out?

(Additional Skills & Competencies Needed)

Good knowledge and experience in health insuranceStrong Communication and presentation SkillsStrong analytical, research and problem-solving skills, attention to detailsProject Management SkillsKnowledge of quality tools like six sigma, lean and kaizenKnowledge of VBA and BI Tools like power BI, QLIK etc. (Preferred)

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 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 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

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 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.