Mercer Marsh Benefits Operations

**Mercer Marsh Benefits, Operations & Technology Leader, Asia**

**What can you expect?**

Mercer Marsh Benefits (MMB) is a combination of Mercer and Marsh local offices round the world, as well as country correspondents who have been selected based on specific criteria. Our benefits professionals, located in 135 countries and servicing clients in more than 150 countries, are deeply knowledgeable about their local markets. Through our locally established businesses, we have a unique common platform which allows us to serve clients with global consistency and locally unique solutions.

This role will oversee the management of the MMB Operations team to achieve expected service delivery metrics and drive strategic initiatives that support efficiency and revenue growth benefits. The key focus of the role is the delivery of optimal outcomes for clients while driving consistency, value, and solutions within the framework of the Total Operating Model. This senior executive will also participate in pre-sales activities where required, to showcase the team’s operation capabilities and service model.

**We will count on you to**:

- Drive the company’s strategic priorities and to provide innovative, effective and efficient operational support to the business by offering solutions, which exceed customers’ expectations via different business models.
- Engage in the formulation and execution of short to long-term strategic plans, while maintaining best practices to support operations to fulfil profitable growth objectives.
- Deliver effective operations related communication campaigns or initiatives to ensure all special projects or initiatives are integrated and understood by the impacted population.
- Leverage proven operational design principals to define the operations and technology strategy, optimize location footprint, and manage the annual budget to support strategic intent and financial goals of the business.
- Identify opportunities to increase efficiency and improve quality, quantifies impact, prioritizes initiatives, and develops execution plan.
- Proactively monitor and assess industry, competitor, macro-economic, and regulatory trends to ensure operational capabilities optimally position the business to compete and respond to change.
- Design and implement capability models to provide optimal operations within core brokerage - distribution, placement, and post-placement - and portfolio businesses as well as related functions.
- Establish and monitor operating level expectations through established service level agreements (SLA’s) - service, cost, quality, and other key performance indicators - and communicate and report results to key stakeholders.
- Ensure systems, policies, and procedures (in compliance with corporate/ divisional/ regional guidelines) are in place to achieve the results throughout the operations environment.
- Manage capacity, resourcing, and operational costs consistent with local expense targets while ensuring quality of deliverables.
- Manage outsourced vendors and offshore teams for the successful execution of work processes in line with targeted service level agreements (SLA) and governance models.
- Ensure a responsive control environment - including management and resolution of internal audit findings - is maintained and adequate disaster recovery and business continuity plans are in place to ensure the company is compliant with data integrity protocols and prepared for risk.
- Define optimal organizational structure and recruits, develops, manages, and motivates a high performing team that is results driven, accountable and collaborative and ensures optimal resource allocation and expense management aligned with strategic intent.

**What you need to have**:

- Operations Leadership expertise: Significant depth and operations experience with responsibility for defining and executing the overall operations strategy. Established experience in making impact in a multi country and multi culture region covering emerging, developing and matured economies.
- Operational Excellence and Champion of Change: Experience in the delivery of operational excellence through appropriate methodologies, automation, and digitization with the ability to lead the rest of the Region on this journey. Must demonstrate a track record of reaching across organizational boundaries to marshal resources and drive enterprise-wide changes.
- Technology and Digitization Experience: Demonstrated ability to significantly disrupt operations through the delivery of advanced digital solutions.
- Process Excellence & Continuous Improvement: Demonstrated ability to drive process reengineering across a Shared Services organization, and/or Centers of Excellence (COEs). Prior experience of successful offshoring work desired.
- Customer Centric: Tenure within an organization with the customer at the core. Evidence of delivering significant change to improve NPS and customer experience.
- Executive Leadership: Ability