Global Managed Services Leader @DARWIN

Company:Mercer

Description:

 We are looking for a result driven Operational Manager to lead our operational initiatives and drive the overall efficiency of our organization.

The ideal candidate will possess extensive experience in operations management, exceptional leadership skills, and a strong ability to develop and implement operational strategies that align with our business objectives.

This role will oversee our four main service lines: Administration Support, Technical Support, Helpdesk, and Reimbursement Adjudication Services, managing a team of over 250 full-time employees across seven locations. 

We will count on you to:

• Operational Excellence: Drive continuous improvement initiatives across all operational areas, optimizing processes, reducing costs, and enhancing service delivery. 
• Service Line Oversight: Oversee the four main service lines—Administration Support, Technical Support, Helpdesk, and Reimbursement Adjudication Services—ensuring high-quality service delivery and operational efficiency across all teams. 
• Cost & Revenue Balance: Analyse and manage the balance between operational costs and revenue generation, ensuring that operational efficiencies contribute to profitability while maintaining high-quality service standards. 
• Automation and AI Initiatives: Lead the adoption of automation and AI technologies to enhance operational efficiency, streamline processes, and improve decision-making capabilities across the organization. 
• People & Culture Development: Foster a positive organizational culture that promotes diversity, equity, and inclusion, ensuring that all employees feel valued and engaged. 
• Performance Management: Implement performance management systems that align individual and team goals with organizational objectives, providing regular feedback and conducting performance reviews. 
• People Development: Identify training and development needs within the team, creating opportunities for professional growth and skill enhancement through coaching, mentoring, and training programs. 
• Team Development: Lead, mentor, and inspire a diverse team of operational managers and staff, fostering a culture of high performance, accountability, and professional growth. 
• Budget Oversight: Manage the operational budget, ensuring effective allocation of resources and adherence to financial targets. 
• Performance Management: Establish and monitor key performance indicators (KPIs) to evaluate operational performance, implementing corrective actions as necessary to achieve targets. 
• Cross-Functional Collaboration: Collaborate with senior leadership and other departments to ensure cohesive operations and support for strategic initiatives, including sales and marketing efforts. 
• Risk Management: Identify operational risks and develop mitigation strategies to ensure compliance with industry regulations and company policies. 
• Reporting and Analysis: Prepare and present comprehensive reports on operational performance to the executive team, providing insights and recommendations for improvement

What you need to have:

• Proven experience in operations management, with at least 3 years in a leadership role 
• Strong strategic thinking and problem-solving skills, with a track record of driving operational improvements. 
• Exceptional leadership and team-building abilities, with a focus on developing talent and fostering a positive work environment. 
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization.
• Proficient in operational management software and tools, with strong analytical skills to interpret data and make informed decisions. 
• Knowledge of industry regulations and best practices in operational management. 
• Excellent communication both in Romanian and English.

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 creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, 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.