We are seeking a talented individual to join our Commercial Enablement team at Mercer. This role will be based in Gurgaon. This is a hybrid role that has a requirement of working at least three days a week in the office.
Senior Manager – Digital Media & Graphic Design
The incumbent in this role will ensure superior service delivery to the clients globally. This position balances design strategy and management responsibilities – experienced professionals / designers and to manage senior stakeholder requirements and relationships. This position manages
who exercise latitude and independence in managing day-to-day Operations. The role will focus on:
Delivering superior service to senior management and deliverables
Delivering superior service to the senior stakeholder on location and globally by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risks
Identify opportunities for business expansion or diversification – Strategy and execution of transition of work to the center to support growth objectives
Managing relationships with senior stakeholders on location and globally, with oversight of key performance indicators (e.g. revenue growth, client satisfaction, operational efficiency and colleague retention)
Driving engagement and continuous improvement in partnership with Learning & Development
We will count on you for:
Relationship management:
Client/Onshore relationship management and enhancement
Ensure seamless and superior client service delivery for the entire group, including critical expectations like Turn Around and Accuracy.
Drive and participate in new opportunities to move work to Mercer
Be the Mercer lead on onshore / joint onshore and offshore projects
To Communicate and highlight best practice implemented at Mercer with onshore at various forums
Proactively manage client escalations/queries and maintain close relationships with The Account Management team to support on client query resolution.
Service Delivery:
Responsible for driving initiatives within the group and ensure the results from those with a confined focus on the timelines and quality
Develop and maintain collaborative relationships with stakeholders, direct reports, and peer groups.
Manage, coach, and mentor a team of designers of various tenures, backgrounds, and experience levels.
Mitigate risk on design projects by creating contingency plans and recommending solutions, proactively engaging in problem solving
Guide the team to project manage and produce high-quality design deliverables in line with process and Mercer benchmarks.
Own accountability by being able to help the teams troubleshoot issues in projects both on technical and business side.
Influence strong design solution & outcome, guided by overall Mercer brand, voice, and aesthetics.
Seamless stakeholder and workflow management entailing timelines negotiations and volume governance
Manage effective resource planning through capacity management and cross utilization measures
Lead in reviewing planning materials or plans to assess consistency and completeness.
Showcase effective project management skills to manage work with diverse set of teams - across functions and geographies.
Ensure KPIs (SLA, Quality) are met, prioritizing clients at risk to ensure SLA is achieved.
Accountable for delivering a high standard of quality on all administration tasks working to relevant deadlines.
Ensures pod members adhere to team procedures and use tools in correct way;
Champion client at risk/on alert process & Pulse, mentor specialists within pod to suggest new ways of working and ways to go above and beyond for at risk clients.
Define and drive the standard employee measurement factors like KRAs, Mentoring and Project SLAs
Problem Solving:
Issue resolution and root cause analysis, whilst assessing the wider employee or client impact and communicate within the team.
Suggest and implement improvements to process and delivery to ensure productivity is maintained and efficiency met.
What you need to have:
College degree in a graphic design, or closely related discipline
10+ years’ experience in a creative services environment with 4+ years’ design service management experience
Strong knowledge and experience in managing Design-multiple processes and their SLAs with operations
Ability to be creative within established guidelines
Level-headedness and organized under pressure
Mandatory: Advanced and proven knowledge of MS PowerPoint
Mandatory: Expertise and experience working in latest Adobe Creative Suite (InDesign, Photoshop, Illustrator, Acrobat Pro), and MS Office (PowerPoint, Word and Excel). Familiarity with video production & animation (Adobe After Effects, Premiere Pro, Media Encoder, Audition) will be a value add
Adaptable and able to pick up new technologies
Experience of managing key stakeholders or service providers
Prior experience of building strong stake holder partnerships. Managing stakeholder expectations
Ability to build rapport and respond confidently to customer queries
Strong ability to deal with difficult calls, both from vulnerable customers and those complaining
Exceptional communication skills, both verbal and written
Driving innovation - Knowledge on Quality tools like Six Sigma, Lean and Kaizen are good to have.
Must have a strong appreciation and experience in knowledge transfer efforts and transition of processes.
Ability to meet deadlines and a real desire to achieve results
Strong ability to deal with difficult calls, both from vulnerable customers and those complaining
What makes you stand out?
Well-developed Design Management skills and the demonstrated ability to work in a globally matrixed and significantly multi-geography, multi-cultural offshore service delivery environment
Exceptional Communication Skills
Executive presence that conveys composure and confidence in all situations
Strong aesthetics, conceptual and problem-solving skills, attention to details
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 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 $24 billion and more than 90,000 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
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.