Senior Manager – Digital Media & Graphic Design

Company:

Description:

We are seeking a talented individual to join our Sales 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:

People Management

• Responsible for line management of the managers
• Define annual plan for trainings based on requirements of their teams
• Create succession plans for C and D levels
• Responsible for allocation of work and re-prioritization of work load where needed
• Should act as very strong escalation resolution source for the entire team for deliverables client and people related issues

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.

People Management

• Responsible for line management of the managers
• Define annual plan for trainings based on requirements of their teams
• Create succession plans for C and D levels
• Responsible for allocation of work and re-prioritization of work load where needed
• Should act as very strong escalation resolution source for the entire team for deliverables client and people related issues

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
• 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 believes in building brighter futures by redefining the world of work reshaping retirement and investment outcomes and unlocking real health and well-being. Mercers approximately 25000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC) the worlds leading professional services firm in the areas of risk strategy and people with 85000 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.