RVP/Director, Business Transformation and AI Engagements
Calix
Director, Operations Management
Marsh McLennan
full-time
Posted on:
Origin: • 🇮🇳 India
Visit company websiteJob Level
Lead
About the role
- Oversee operational delivery of a large group covering multiple lines of business or domains.
- Understand the drivers of the supported business and identify ways GSD can contribute.
- Collaborate with the project relationship manager to explore business opportunities and assess project impacts, making appropriate recommendations.
- Set the agenda for future improvements and growth with onshore and offshore teams, managing change effectively.
- Champion improvement programs, conduct progress reviews, and remove obstacles.
- Manage client expectations regarding operational readiness, ensuring all requirements for go-live are identified and met on time.
- Effectively manage risks and foster a culture of innovation and process improvement.
- Project Oversight: Oversee operations related to claims adjudication, life event administration, payroll processing, and claims helpdesk, ensuring adherence to core operational standards.
- Evaluate team readiness through pre-go-live process reviews, identifying gaps and providing contingency and problem resolution plans as needed.
- Ensure frameworks, routines, controls, and best practices for operations delivery are actively practiced.
- Provide status reporting and issue escalation to leadership, maintaining effective change control for on-time and on-budget delivery.
- Design and implement crisis management processes to safeguard operations and maintain service continuity during challenges.
- Lead change management initiatives to ensure smooth transitions during operational transformations, developing strategies that prepare teams for change and align stakeholders.
- People: Develop the forward-looking structure and talent strategy for the delivery group.
- Coach experienced managers and develop future leaders.
- Collaborate with HR to establish talent management, review, and retention programs.
- Work with HR and senior leadership to create a strategic workforce plan addressing current and future talent needs.
- Champion diversity and inclusion initiatives, ensuring diverse perspectives are valued in decision-making processes and monitoring progress towards diversity goals.
- Assess and enhance organizational effectiveness, implementing strategies that drive performance, engagement, and employee satisfaction.
- Lead, manage, and motivate team members to achieve desired outcomes aligned with Mercer values.
- Partner with Quality, HR, and Training to promote continuous learning and innovation among colleagues.
- Champion engagement initiatives and foster an environment that enables performance goals to be met and exceeded
- Best Practice/Controls: Communicate project readiness with key stakeholders throughout the project lifecycle.
- Facilitate gap analysis and remediation planning between implementation development/testing and operational processes.
- Identify operational risks associated with nonstandard components of client implementations and collaborate with project teams to develop risk mitigation plans.
- Work closely with project managers and business owners to ensure coordinated efforts and open communication throughout the project.
- Evaluate project team outputs through reviews, providing analysis and feedback to stakeholders.
- Identify and address project-related problems, developing and executing appropriate remediation solutions.
- Track and report metrics assessing go-live readiness to stakeholders, ensuring adherence to standard methodologies and quality deliverables.
- Process Management/Adherence: Conduct progress reviews, providing contingency and problem resolution plans as needed.
- Monitor quality issues and create processes to improve quality and prevent errors.
- Champion improvement initiatives and drive the implementation of best practice processes for managed services, routines, controls, and quality assurance.
- Support compliance and MMC audit processes for Mercer.
Requirements
- A graduate with over 18 years of experience in team leadership and personnel management, ideally within the health and benefits sector.
- Possesses a data-driven approach with a strong capability to make informed decisions based on analytics.
- Excellent communication and presentation skills, able to engage effectively with diverse audiences.
- Demonstrated problem-solving skills with a proactive attitude towards identifying and resolving challenges in a dynamic environment.
- Strong stakeholder management abilities, emphasizing the development of collaborative relationships across departments.
- Exhibits robust leadership and management skills necessary for guiding teams toward achieving goals and objectives.
- Proven track record of successfully managing projects of varying complexities.
- Utilizes a quantitative, fact-based approach to decision-making and displays financial acumen with a commercial mindset.
- Proficient in time management and analytical thinking.
- Capable of navigating within a multicultural business environment.
- Strong customer orientation and attention to detail.
- Familiarity with the Darwin HR Benefit System and experience in implementing Flexible Benefits is an advantage.
- What makes you stand out? Adaptable communicator, facilitator, influencer and problem solver
- High attention to detail
- Good relationship skills
- Proven ability to work on own initiative as well as in a team
- Ability to multi-task and prioritize time effectively
