Director – Survey Administration

Company:

Mercer

Description:

We are seeking a talented individual to join our Career (Remuneration Data Solutions) team, part of our [people and investments business at Marsh. 

Director – Survey Administration (Grade G)

What can you expect?

The Director – Survey Administration will work as part of the leadership team that anticipates and manages changes across the survey administration teams, related to the Career LoB, to ensure world-class service delivery and products to our clients globally. This position will be a member of the leadership Group of Career Delivery organization led by the Global Career Delivery Leader

They will manage experienced professionals who exercise latitude and independence in managing day-to-day Operations. The role-holder will focus on:

• Managed the operational delivery of the Task Base analytical team and projects, leading a 100+ FTE organization across complex global and regional processes while ensuring standardization with appropriate local market adaptation.
• Working with teams in different countries, such as Poland and China, as part of one integrated team delivering the same data and outcomes across locations
• Strategize & execute the transition of work to support growth objectives
• Managing relationships with senior stakeholders on location and globally in a matrix environment, with oversight of key performance indicators (e.g. revenue growth, client satisfaction, operational efficiency and colleague retention)
• Sets the tone and drives productivity across the center in the interest of all objectives and deliverables. This position will be responsible to deliver superior service to the clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk.
• Ownership of the employee proposition, working with HR and people managers on location
• Driving on engagement and continuous improvement in partnership with Learning & Development
• Managing and supervise process transitions between locations and teams, with a strong focus on process optimization and operational efficiency

We will count on you for:

Service Quality & Delivery

• Stakeholder relationship management;
• Ongoing operations management and governance. Knowledge of operational metrics and the ability to analyze and work effectively with operational data to support performance monitoring, reporting, and decision-making
• Strong business, financial and Operation acumen, with the ability to interpret financial information, understand business drivers, and support sound decision-making
• Strategic planning- Develops and manage strategic initiatives to include design of corresponding values and strategic vision and adapts to a changing strategic direction and/or changing resource allocation decisions or developments.
• Work /process standardization; Knowledge of Lean principles and experience applying them in BAU operations to drive efficiency, standardization, and continuous improvement.
• Monitor, manage & mitigate client service issues & business risks) in Career India (Career production)
• Strong capacity planning skills, including the ability to forecast team workload, allocate resources effectively, and ensure delivery against business demand
• Experience leading process transitions between locations, ensuring smooth knowledge transfer, continuity of service, and successful implementation.

Thought Leadership

• Creates and communicates a compelling & aligned vision Career LoBs in India.
• Works proactively with Executive Leadership to continuously strengthen Delivery value proposition.
• Leadership / Colleague Engagement & Development
• Responsible for developing and coaching colleagues (including succession planning).
• Promotes a performance culture and environment where colleagues are encouraged to continuously learn, develop skills, innovate and build their careers.
• Oversee workforce management and manage talent towards stronger operational effectiveness
• Manages shared resources (supervisory and/or professional) including, but not limited to, training, process, business analysts, and project managers to correspond with project demands and business priorities.
• Ability to plan competency development, conduct coaching conversations, and support employee growth through regular development discussions
• Ability to build learning and development plans and design agendas tailored to the team’s needs and development priorities.

Financial Management:

• Manages the GOSS India Career Production P&Ls.
• Manages business capacity optimally and drivers operational scalability. Identifies implements and utilizes leading financial and operational performance indicators.
• Manages the budgets and forecasts

What you need to have: 

• Experience in working for an international organization. Managing a team in different countries (outside of India), between locations in different parts of the world EU, NA etc., or have experience in working abroad in a large organization and managing a team in different countries.
• Graduation / MBA from a premier business school or equivalent degree
• Minimum 15 years’ experience overall with at least 10 years’ in managing business operations in a large professional organization
• Deep understanding of operations and shared services environments, with a focus on volume-based workflow and data management.
• Extensive experience in leading organizational change.
• Excellent communication skills with superior face-to-face presentation skills
• Ability to lead others in a global environment, what includes highest standard management skills
• Ability to convey an operational mindset and approach to a business-focused environment.
• Team player who has experience of building effective relationships at all levels
• Good understanding of data management best practices and process engineering designs for efficient delivery
• Strong negotiation skills ; Assertiveness, with the confidence to communicate clearly, influence stakeholders, and drive decisions when needed.
• Budgeting and finance acumen
• General knowledge on process transition methodology
• Strong presentation and public speaking skills, with the ability to communicate effectively with audiences at all levels, from operational teams’ junior colleagues, young generations to senior executives.

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.

What makes you stand out?

• Experience working abroad or collaborating with teams outside India in a cross-cultural, global environment – leading such teams
• Strategic thinking
• Experience in managing large teams
• Ownership of the employee proposition, working with HR and people managers on location
• Expertise in managing relationships with senior stakeholders on location and globally in a matrix environment, with oversight of key performance indicators including financials

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.