Senior Consultant – Customer Service Full Time

We are seeking a talented individual to join our International Consulting team at Mercer. This role will be based in Gurugram. This is a hybrid role that has a requirement of working at least three days a week in the office.

Senior Consultant – Customer Service(Level D)

We will Count on you to:

• Manage a portfolio of multinational clients and ensure excellent customer loyalty and satisfaction as well as support client’s retention
• Have a clear understanding of clients’ priorities and actively coordinate and communicate across the teams to ensure a successful client delivery and management of global benefits in line with clients’ guidelines
• Manage clients insurable benefits on a daily basis, support implementation process, ensure key activities are completed on time and with a high quality data, ensure internal and external teams are aligned
• Serve as day-to-day point of contact for multinational clients and internal teams, such as brokers, regarding clients’ deliverables and provide guidance to the internal teams and clients
• Manage delivery and materials to the clients, present results during client meetings
• Conduct regular status update calls with clients including reporting on renewal activities
• Provide renewal directions / compile project timelines and maintain high quality data of GBM technology
• Outline data / reporting expectations and serve as a first point of contact for internal/external escalations
• Peer review benefits data and send deliverables to clients
• Support local and global teams as well as sales opportunities

What you need to have

• Experience in working with multinationals and employee benefits experience
• Exceptional strong organizational and co-ordination skills
• Proactiveness, ability to be a driving force in ensuring day to day activities are completed
• Project management skills with the ability to prioritize and manage multiple tasks in a demanding work environment
• Ability to build and sustain strong relationships with clients and internal stakeholders
• Good analytical skills and a strong attention to details
• Strong self-starter, fast learner, quality conscious and committed to deadlines
• Strong oral and written communication as well as presentation skills
• Experience in process building, best practices and/or efficiency projects
• Team player combined with the ability to work independently with a minimal supervision
• Excellent command of spoken and written English
• Proficient with MS Office and general ease with different systems (ability to perform analysis in Excel and preparing PowerPoint)
• Minimum 12 months experience as Specialist (C1) /Senior Specialist(C2) / Deputy Manager(D1)/Manager(D2)
• Should have at least “On-Track” or equivalent rating in last appraisal.
• Should not be under any Performance Counselling Plan or had any official disciplinary action within the last 3 months.
• Should not have applied for any other IJP in the last 3 months.

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.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh 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 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 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.