Company:

Mercer

Description:

We are seeking a talented individual to join our Health Operations team at Mercer.

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

Senior Manager - Insurance Operations - Grade E

No of Positions: 1

What can you expect?

The purpose of this role is to manage the Healthcare claims management teams which include setting of direction, communicating with senior leadership and teams, integrating and partnering with onshore management, creating execution framework and deliver strategic outcomes.

He/she will partner with the on & offshore client services team to ensure timely and high-quality delivery as well as transition to ongoing administration. Additionally, he/she will ensure that metrics are defined and monitored well

We will count on you for:

       Operations Management:

• Lead the team directly in managing day to day management of activities on operations floor

• Lead active participation in client meetings

• Manage Resource planning and control any variations in capacity plan

• Lead SLA analysis discussions for the teams

• Ensure team performance as per agreed standards (SLA)

• Smooth handover/ transition of new clients to Ops team

• Conducting detailed RCA of any escalation and ensuring strong mitigation plan

• Manage huge data sets and validation/ reconciliation of data from multiple data files to get the desired output

• Drive the culture of First Time Right

        Stakeholder Management:

• Ensure effective/accurate SLA/process level/ client reporting etc

• Managing client expectations

• Providing timely updates to management and onshore counterparts

• Ensure ongoing Client communications and reviews

• Driving a culture of strong partnership

People:

• Cultivate a positive team culture that aligns with organizational values

• Motivate teams for better performance & recognize their efforts through driving right set of E&R

• Lead all performance management activities including supervision, goal setting, ongoing performance communication, employee engagement, development, review, and mentoring for the team

• Ensure One-O-Ones and meetings are held through internal audits

• Lead teams to carry out client delivery

• Manage resources effectively to meet team and project needs

• Career pathing and grooming of employees for next level

• Ensure effective Succession planning for the span

• Foster an inclusive environment that values diverse perspectives and backgrounds

• Promote work-life balance and support employee well-being

Process:

• Be the subject matter expert on process domain

• Interact and value add in meetings with Solution Delivery, Sales team for new clients implementation to Ops team

• Ensure delivery as per agreed Service Level Agreement (SLA) and work within the set policies and guidelines

• Ensure all documents are updated as per requirements from time to time

• Lead and control process and cross training plans for optimal utilization of resources in span

Project:

• Lead business projects and ensure LOB efficiency goals are met

• Lead Continuous Improvement  initiatives in the group

Knowledge Management:

• Contribute to effective TNI exercise and Drive Domain training requirements in teams

• Ensure seamless Knowledge transfer

What you need to have: 

• Graduation / Post-graduation in any stream

• Minimum of 10+ years’ experience in a large professional organization in in Healthcare Claims processing / managing huge data sets that includes data reconciliation, enrolment processes for client employees including proration of benefits/ Insurance Billing Management etc.

• Excellent written & verbal communication skills

• Should have managed managers for 2-3 years

• Proficient in handling difficult client situations

• Lead and derive strategic solutions to client needs

• Contribute in defining roles and responsibilities for Teams

• Exhibited Good knowledge of Quality tools like Six Sigma, Kaizen and LEAN through projects completed

• Hands-on with Project Management – Should have led strategic initiatives/projects

• Proven expertise on managing/led migrations and ability to set up new teams with reference to ops and people practices

• Excellent organization and time management skills including the ability to prioritize and adhere to timelines

• Excellent interpersonal skills and a commitment to provide excellent client services

• Ability to lead others to act

What makes you stand out?

• Well-developed 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 analytical, research 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.

Marsh (NYSE: MRSH) is 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, visit marsh.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.