Associate Director – Digital Media & Graphic Design Full Time

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

Associate Director – Digital Media & Graphic Design

The Global Service Delivery – Commercial Enablement function is a center of excellence that supports Mercer across multiple geographies & businesses. Commercial Enablement enables Consultants globally with strategic and bespoke solutions for sales, business development, marketing and communication processes, increasing Mercer’s chances of winning new business through lead generation, managing commercials, client-focused proposals, strategic research, digital and graphic design support.

The incumbent in this role will ensure superior service delivery to the clients globally. This position balances design strategy and management responsibilities – experienced professionals / designers and to manage senior stakeholder requirements and relationships. This position manages

who exercise latitude and independence in managing day-to-day Operations. The role will focus on:

• Delivering superior service to senior management and deliverables
• Delivering superior service to the senior stakeholder on location and globally by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risks
• Identify opportunities for business expansion or diversification – Strategy and execution of transition of work to the center to support growth objectives
• Managing relationships with senior stakeholders on location and globally, entailing key performance indicators (e.g. revenue growth, client satisfaction, operational efficiency and colleague retention)
• Driving engagement and continuous improvement in partnership with Learning & Development
• Experience with performance management, coaching, and strategically influencing design is a must
• AI-driven future designs and methodologies to provide cutting edge solutions
• Flexibility to work with global stakeholders for project management & discussion/calls
• Understanding cultural sensitivity across countries and business needs of the operating companies to deliver high quality designs

We will count on you to:

People Management (if applicable)

• Responsible for line management of the managers
• Define annual plan for trainings based on requirements of their teams
• Lead process engagement activities and drive design culture in the team
• Create succession plans for C and D levels
• Responsible for allocation of work and re-prioritization of workload where needed
• Should act as very strong escalation resolution source for the entire team for deliverables, client and people related issues
• Handle conflict and resolution management within the team

Relationship management:

• Client/Onshore relationship management and enhancement
• Ensure seamless and superior client service delivery for the entire group, including critical expectations like Turn Around and Accuracy.
• Drive and participate in new opportunities to move work to Mercer
• Be the Mercer lead on onshore / joint onshore and offshore projects
• To Communicate and highlight best practice implemented at Mercer with onshore at various forums
• Proactively manage client escalations/queries and maintain close relationships with The Account Management team to support on client query resolution.

Service Delivery:

• Responsible for driving initiatives within the group and ensure the results from those with a confined focus on the timelines and quality
• Develop and maintain collaborative relationships with stakeholders, direct reports, and peer groups.
• Manage, coach, and mentor a team of designers of various tenures, backgrounds, and experience levels.
• SME and enact consultants to Leaders / Consultants to provide right design strategies
• Mitigate risk on design projects by creating contingency plans and recommending solutions, proactively engaging in problem solving
• Guide the team to project, manage and produce high-quality design deliverables in line with process and Mercer benchmarks.
• Own accountability by being able to help the teams troubleshoot issues in projects both on technical and business side.
• Influence strong design solution & outcome, guided by overall Mercer brand, voice, and aesthetics.
• Seamless stakeholder and workflow management entailing timelines negotiations and volume governance
• Manage effective resource planning through capacity management and cross utilization measures
• Lead in reviewing planning materials or plans to assess consistency and completeness.
• Showcase effective project management skills to manage work with diverse set of teams – across functions and geographies.
• Ensure KPIs (SLA, Quality) are met, prioritizing clients at risk to ensure SLA is achieved.
• Accountable for delivering a high standard of quality on all administration tasks working to relevant deadlines.
• Ensure pod members adhere to team procedures and use tools in correct way;
• Champion client at risk/on alert process & Pulse, mentor specialists within pod to suggest new ways of working and ways to go above and beyond for at risk clients.
• Define and drive the standard employee measurement factors like KRAs, Mentoring and Project SLAs

Problem Solving:

• Issue resolution and root cause analysis, whilst assessing the wider employee or client impact and communicate within the team.
• Suggest and implement improvements to process and delivery to ensure productivity is maintained and efficiency met.
• Strategize and innovate AI solutions to integrate and make an impact at an organizational level, driving transformation.

What you need to have:

• College degree in Graphic Design, or closely related discipline
• 15+ years’ experience in a creative services environment with 8+ years’ design service management experience
• Strong knowledge and experience in managing Design-multiple processes and their SLAs with operations
• Ability to be creative and set examples for the team within established guidelines
• Level-headedness and organized under pressure
• Strong project management skills, Task prioritization, driving timelines in a fast-paced environment
• Experience of managing key stakeholders or service providers
• Prior experience of building strong stakeholder partnerships and exceeding stakeholder expectations
• Ability to build rapport and respond confidently to customer queries
• Strong ability to deal with difficult calls, both from vulnerable customers and those complaining
• Exceptional communication skills, both verbal and written
• Driving innovation – staying abreast with Design industry trends and strategies; Knowledge of process improvement concepts like Lean and Kaizen are good to have.
• Must have a strong appreciation and experience in knowledge transfer efforts and transition of processes.
• Ability to meet deadlines and a real desire to achieve results
• Strong ability to deal with difficult calls, both from vulnerable customers and those complaining
• Assertive, challenges processes and the “as is” to achieve a better service and experience for the client
• Mandatory: Advanced and proven knowledge of MS PowerPoint
• Mandatory: Expertise and experience working in latest Adobe Creative Suite (InDesign, Photoshop, Illustrator, Acrobat Pro), and MS Office (PowerPoint, Word and Excel).
• Experience in AI-driven design innovation and strategic leadership in design technology.

What makes you stand out:

• Well-developed Design Management skills and the demonstrated ability to work in a globally matrixed and significantly multi-geography, multi-cultural offshore service delivery environment
• Exceptional Communication Skills
• Executive presence that conveys composure and confidence in all situations
• Strong aesthetics, conceptual and problem-solving skills, attention to details
• Certified Adobe Designer / Graphic Design pertinent degree with corporate design expertise
• Strong experience in creating user-centered designs with visual and digital storytelling, presentations, and animation
• Good knowledge of Multimedia and web solutions like video production & animation, UI&UX Design, Microsites, Websites, AI trends, etc.
• Adaptable and able to pick up new technologies
• Visionary leadership in AI design innovation, influencing industry best practices and standards.

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.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $24 billion and more than 90,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.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 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.

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 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.