Marsh & McLennan IJP- People Manager role - Process Manager - US Ben Admin - Health - US H&B in Gurgaon, India

IJP- People Manager role - Process Manager - US Ben Admin - Health - US H&B


For the position of: Process Manager (E)

No. of Positions: 1

Department: H&B

Location: Gurgaon

Mercer is pleased to announce an opening for the position of Process Manager. Applications are invited from eligible internal applicants.

Please view the information below for this open position.

Duties and Responsibilities:

  • Responsible for mentoring and leading a group of front line managers or a team directly on client deliverables in a transactionaland project based environment.

  • Own accountability by being able to help the teams troubleshoot issues in projects on both technical and business side.

  • Review performance against goals and take corrective measures as required.

  • Responsible for driving initiatives within the group and ensuring results with a confined focus on timelines and quality.

  • Define and drive the standard employee measurement factors like KRAs, mentoring and Project SLAs.

  • Responsible for handling remote client and SLA management.

  • 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 samewith 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, One on Ones and so on.

Note: Applicants should be comfortable working in shifts


Knowledge and Skills:

  • Strong leadership, people management and client management skills.

  • Demonstrated ability to manage and guide front line managers across multiple shifts.

  • Strong multi-tasking and analytical skills.

  • Effective and Accurate reporting skills.

  • Strong verbal and written communication skills.

  • Good knowledge/experience in project management.

  • Strong experience in KT and transitions in BPO industry.

  • Knowledge of quality tools like six sigma, lean and kaizen would be preferred


  • Should be a graduate

Behavioral Competencies:


Expected Proficiency Level




Communicates with Impact


Applies Critical Thinking


Drives for Results


Creates Solutions


Pioneers New Approaches


Builds and Maintains Relationships


Coaches Others


Develops Self

Complies with Mercer Processes


  • Minimum 8 years of experience.

  • Minimum 12 months experience as Team Manager/Process Manager.

  • Should have at least “Meets Expectations” or equivalent rating in last appraisal.

  • Should not be under any Performance Improvement 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.


  • Please note that the relocation assistance shall not be provided for the said position

  • Candidates who wish to apply for inter-location positions are required to check with the Transport Help Desk (THD) to confirm if their place of residence is within the served transport service zone

  • Mention your employee id and official email address in the resume

Job Operations

Primary Location IN-HR-Gurgaon

Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

Req ID: GUR007NP