Manager - Metrics, Analytics & Reporting - UK Healthcare

Mercer is seeking candidates for the following position based in the DLF GGN office:

Manager – Metrics, Analytics & Reporting(D2) - UK Healthcare

What can you expect?

We are looking to hire a Manager in the UK Health Delivery Team

The role will be responsible for working within the UK Teams, to deliver an excellent and consistent experience for the consultants to support them in renewal and market review of healthcare and protection policies for our clients

This position is responsible for various professional activities for assigned moderate portfolios, including processing and technical checks of transaction, administration of Healthcare & Protection policies (covering Renewal and Market Review process), driving improvements, managing workflow, client communication, SLA monitoring and providing timely updates to the management. The incumbent in this role should have an overall understanding of the company strategy and the importance of their role in achieving the company targets and client satisfaction scores

We will count on you to:

• Act as a process owner and subject matter expert for team members and stakeholders
• 70% Processing & technical check and 30% managerial activities
• Handling tasks for UK health insurance products – like GLA, GIP, PMI, Dental, Pension, etc.
• Excellent communication with clients, colleagues and providers
• Interpretation of policy terms and client requirements to draft Renewal or Market Review Report
• Good understanding of claims Underwriting process
• Enter, validate and provide data analysis for various data used in renewal process (employee headcount movement, claim history, underwriting details, premium changes etc.)
• Prepare various documents that are used in placement process and distributed by local client contacts to clients (Proposals, RFQ, Confirmation of Placement, Renewal Report, e-mails
• Creating reports, perform data analysis, including presentation of data insights
• Leading transition calls and creating process documents (e.g., SOPs, PMAPs etc.)
• Drive and Focus on the culture of First Time Right
• Mentoring and coaching new hires
• Ownership of timely delivery on all deliverables assigned to the team through effective planning and monitoring
• Mentoring a team directly on client deliverables in a transactional and project-based environment
• Accurate recording of time on appropriate financial system to ensure achievement of financial / chargeable hours target
• Own accountability by being able to help the teams troubleshoot issues in projects on both technical and business side
• Responsible for managing stakeholders and process SLAs
• Define, delegate and monitor the various employee engagement initiatives for the assigned shop viz; R&Rs, SPOT Award System and so on
• Drive improvement/ Lean ideas within the team
• Preparation of various process reports as and when delegated by managers
• Mailbox monitoring and ensuring effective SLA controls
• Identify the developmental and process training needs for team and ensuring trainings are organized for the team/individuals
• Complete ownership of the new-hire orientation and ensuring the new hire is settled
• Conduct the team meetings as per the set frequency and ensuring proper documentation
• Written and Verbal communication with onshore business partners
• Responsible for transactions processing and quality check
• Managing daily inventory and allocating work within the team
• Tracking the inventory status and sharing day end report with managers
• Act as a subject matter expert and providing floor support to colleagues
• Manage portfolio of complex client.
• Should act as a very strong point of contact for escalations for the entire offshore team for any assigned client deliverables. If there are any issues on the agreed deliverables, then should be able to articulate the same with the right message on the impact analysis.
• Define, delegate and monitor the various employee engagement initiatives for the assigned shop viz; R&Rs, SPOT Award System and so on
• Drive improvement/ Triple play ideas within the team
• Adhere to UK Health processes
• Ownership of delivery of tasks and proactively manage own workload
• Partner with internal/ external stakeholders to achieve best service for client
• Dealing with client and member queries (verbal and written), as appropriate in line with service level agreements to ensure timely client delivery
• Lead on continuous improvement within your team/location
• Develop and maintain appropriate technical knowledge and lead on market or legislative changes
• Support revenue reporting activity as appropriate
• Quality checking of colleagues work to ensure accuracy
• Attend client meetings as required
• Manage client relationships to support retention & growth
• Training, mentoring and technical lead for Consulting Delivery
• Participate in internal projects and lead when needed
• Be a champion of change within the team
• Support Team Leader on Risk and Compliance protocols

Note: Applicants should be flexible working in shifts

What you need to have?

Knowledge & Skills:

• Graduate in any stream
• 8+ years’ experience

• Health products knowledge for UK Markets (preferred)

• Experience in

  Renewal and Market Review of Health insurance policies

  (preferred)
• Strong team collaboration and relationship building skills
• Good Interpretation and decision-making skills
• Strong command on MS office applications (Word, PowerPoint)

• Advanced knowledge of MS Excel (must)

• VBA knowledge will be an added advantage

• Strong experience in KT and transitions in BPO industry
• Strong verbal and written communication skills along with probing and articulation skills

• Advanced Logical, Data Analytical & Data Mining skills

• Strong knowledge/experience in project management
• Strong analytical, research and problem-solving skills, attention to details
• Ability to multitask, self-starter, positive attitude and an ability to adapt to an ever-changing environment
• Proficient in arithmetic calculations
• Knowledge of tools like HBB, GBM, MercerGold+ (preferred)

What makes you stand out?

(Additional Skills & Competencies Needed)

• Good knowledge and experience in health insurance
• Strong Communication and presentation Skills
• Strong analytical, research and problem-solving skills, attention to details
• Project Management Skills
• Knowledge of quality tools like six sigma, lean and kaizen
• Knowledge of VBA and BI Tools like power BI, QLIK etc. (Preferred)

Mercer

Marsh McLennan

Marsh McLennan