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Company:Mercer
Description:
Internal Job Posting
Mercer is seeking candidates for the following position based in the GGN office.
This is a hybrid role that has a requirement of working at least three days a week in the office.
Specialist – Metrics, Analytics & Reporting - Grade C1
No. of Open roles - 1
Last Date to Apply - 13th Jan.,
What can you expect?
We are looking to hire Specialist - Metrics, Analytics & Reporting (Health Operation) team. This is an individual contributor role.
MMB Benefits You - A Mobile App is built on Mercer's global mobile platform that helps the user manage their physical, mental, social, and financial wellbeing by optimizing the use of their non-insured benefits and utilizing curated point solutions to improve their health and wellbeing
We will count on you for:
- Understand the application and its various process along with stakeholders’ information
- Gather client content from local country POC and/or clarify client specific data required for reporting
- Utilize ticketing tools like JIRA and ServiceNow to track and manage project tasks, issues, and requests.
- Handling customer inquiries and providing assistance responds to customer queries, provides information about insurance policies, and assists with claims and policy changes
- Resolving customer complaints and escalations: individual will address customer complaints, investigates issues, and works towards resolving them in a timely and satisfactory manner
- Ask customers or contact center targeted questions to quickly understand the root cause of the problem if required
- Track system issues through to resolution, within agreed time limits
- Understand support ticket (Incidents and Service Requests) requirements and coordinate with reporters for better requirement clarity
- Analyze for any issues, raise support tickets and escalate as required
- Coordinate with stakeholders for testing of incidents
- Communicate latest updates to stakeholders on high priority tickets and various deployments on application/environment
- Communicate with stakeholders regularly on the progress and status of outstanding trouble tickets
- Participate in improvising the processes and assigned applications/projects
- Work with Level 2 team and global IT teams to assist with access/ password related issues for mobile app
- Work with L2 team to provide feedback on app issues
- Provide business regular reports on bugs, issues, resolution
- Analyze app performance across clients and countries
- Write commentary after assessing the performance of the app for each client
- Own accountability by being able to help teams troubleshoot issues
- Ensuring exceptional client experience
Note: Applicants should be flexible working in shifts
What you need to have:
Knowledge & Skills:
- Graduates with minimum 3 years years’ experience in service industry
- Strong understanding and proper usage of digital health and mobile app related terminologies in written and verbal communication in English
- Exposure to Health and Benefits space, BI and data analytics tools (Preferred)
- Experience with ticketing tools like JIRA and ServiceNow, including task management and issue tracking
- Ability to multitask, manage multiple priorities and work in a rapidly changing and dynamic environment, ensuring standards and deadlines are met and keeping others informed and up-to-date
- Ability to work as part of a team and build strong working relationships with peers
- Ability to understand the link between data, client needs and its application to the "bigger picture"
- Exceptional interpersonal, organizational, business communication, and time management skills
- Strong working knowledge of MS Office, third party tools – JIRA, Wiki, ticketing systems.
- Stay up to date with industry standard best practices/techniques, ITIL certified preferred.
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Eligibility:
- Minimum 12 months experience as a Senior Analyst / Specialist
- Should have at least “On track” or equivalent rating in last appraisal
- Should not be under any Performance Continuity Plan or had any official disciplinary action within the last 3 months.
- Should not have applied for any other IJP within Mercer in the last 3 months
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
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 McLennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $23 billion and more than 85,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com, or follow on LinkedIn and X.
Marsh McLennan 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 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.
Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.Marsh McLennan 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 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.
