Job Description

Company: Mercer
Description:
US Customer Engagement
US Customer Engagement Delivery is seeking candidates for the following position based in the DLF, Gurugram office.
Senior Analyst - Plan Administration (B2)
Last Date to Apply:
What can you expect?
We are looking to hire Senior Analyst - Plan Administration in the US Customer Engagement Team
The role will be responsible for working within the US Teams and to deliver an excellent and consistent experience for the administration to support them by providing them timely feedback to improve the customer experience.
This position is responsible for the administrative role as an individual contributor that assists in ticket intake and assignments, user access validation or changes, updates to standard operating procedures and call flow designs, and tier one troubleshooting of our Five9 and Verint applications.
What is it for you?

• 10 holidays along with 20 earned leaves, 7 sick leaves and 7 casual leaves in a calendar year
• Shared Transport (Provided the address falls in service zone)

We will count on you to:

• Engages in activities that support the business in achieving an optimal degree of quality excellence
• Attends Huddles/Calibration meetings and collaborate with business leaders
• Provides ongoing colleague coaching and performance feedback Verbally and written
• Works directly with all levels of leadership to advise of potential quality issues; identify action/development plans to address such concerns
• Leads small internal quality enhancement projects (within team or assigned BU)
• Performs an appropriate level of regular evaluations for multiple Line of Business.
• Evaluates using an established quality form and tracks, assists, and verifies appropriate steps have been made to resolve corrections in a timely manner.
• Receives, researches, and provides resolution for disputes stemming from an observation on an evaluation
• Prepares quality data, information, and reporting
• Analysis of trends and interprets quality data to assists the business in taking swift action to address areas of concerns.
• Works directly with business to identify and pull archived calls and/or work pieces
• Assists business with creating, updating, and reviewing guidance/procedures in Knowledge Base to ensure alignment with to quality standards

Note: Applicants should be flexible working in shifts
What you need to have:
Knowledge & Skills:

• Some experience in the healthcare domain
• Very good written and verbal communication skills
• Ability to comprehend US tele callers.
• Role will require to articulate and provide written concrete feedback to advisors
• Attention to details with the ability to complete large volume of work quickly
• Ability to work on multiple workflows simultaneously
• Team player with good interpersonal skills
• Confident and able to articulate thoughts clearly
• Should have basic computer application skills (Excel, PowerPoint, etc.)
• Background in performing quality audit will be preferable

Eligibility:

• 1+ years' experience overall

What makes you stand out?

• Good knowledge and experience in health insurance
• Strong Communication and presentation Skills
• Strong analytical, research and problem-solving skills, attention to details

Disclaimer

• 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

believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer's approximately 25,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a business of (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people, with 85,000 colleagues and annual revenue of over $20 billion. Through its market-leading businesses including , and , Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit . Follow Mercer on and .
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, caste, gender identity or any other characteristic protected by applicable law.
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.