Company:MercerDescription:
We are seeking a talented individual to join our Operations & Technology team at Mercer. This role will be based in the Middle East. This is a hybrid role that has a requirement of working at least three days a week in the office.
The Mercer Middle East Operations & Technology Lead is a Principal level role responsible for operationalizing the business and technology strategy across Mercer’s Wealth and Career practices in the Middle East region, driving a best-in-class, high-growth organization, while enabling outstanding product and service delivery for our clients. The Operations & Technology Lead will lead critical operational and technology-driven projects, be the point of accountability for business operations, and drive transformational change in business operating and servicing models, while collaborating with the broader Digital and Technology organizations across Mercer.
We will count on you to:
- Drive an engine of efficiency by delivering superior excellence in client service and productivity.
- Enable sustainable, double-digit revenue growth for the region and practices while creating a superior client experience in collaboration with the Digital and Technology teams.
- Develop and implement Operations-related initiatives to increase client delivery capabilities and maximize performance, revenue, profit, and market share, while delivering superior products and services to our clients.
- Drive business transformation across the Middle East Region and serve as a catalyst of change. Enhance efficiencies through Rightshoring, Automation, and Lean methodologies.
- Partner on all aspects of the organization's operations and technology to drive expense and inefficiency out of the business. Assist leadership in identifying and maximizing opportunities in areas that may warrant reorganization or other change.
- Proactively monitor and assess industry, competitor, macro-economic, and regulatory trends to ensure operational capabilities optimally position the business to compete and respond to change.
- Develop Target Operating Models (TOMs) for Business Units and define the building blocks to ensure best practices are utilized across the firm.
- Leverage data and analytics in order to advance the business agenda and track business performance against industry benchmarks. Monitor progress against key metrics to drive accountability and new ways of thinking.
- Build up the Middle East Operations and Technology organization, establishing a culture of high performance and collaboration.
- Attract, retain, and develop best-in-class talent. Be passionate about growing and developing others, with high ownership in team and self-development.
What you need to have:
- Operations Leadership expertise: Depth in operations experience with responsibility for defining and executing the overall operations strategy.
- Operational Excellence and Champion of Change: Experience in the delivery of operational excellence through lean, automation, and digitization. Must demonstrate a track record of reaching across organizational boundaries to marshal resources and drive enterprise-wide changes.
- Technology and Digitization Experience: Demonstrated ability to significantly disrupt operations through the delivery of advanced digital solutions.
- Process Excellence & Continuous Improvement: Demonstrated ability to drive process reengineering across a Shared Services organization, and/or Centers of Excellence (COEs). Prior experience of successfully offshoring work desired.
- Customer Centric: Tenure within an organization with the customer at the core. Evidence of delivering significant change to improve NPS and customer experience.
- Executive Leadership: Ability to lead and inspire a team, fostering a culture of change & transformation. Creates an engaging work environment and inspires teams to want to perform at a higher level. Passionate about driving a diverse and inclusive environment. Promotes and recognizes individual and cultural differences.
- Cross-Cultural Acumen: Builds strong relationships based on mutual respect, honesty, and trust with diverse individuals of different cultural backgrounds and communication styles representative of the breadth of the Middle East region, adapting their own style to ensure effective communication and execution.
- Matrixed Org Leadership Experience: Strong in navigating a complex matrixed organization.
- Industry Experience: Broad Professional services beneficial but not mandatory. Exploring strong candidates with ‘out of sector’ experience deemed best in class in operational practices. Commercial depth, operational excellence, and transformation experience is a MUST for this role.
What makes you stand out:
- Proven track record of driving significant operational improvements and transformations.
- Experience in managing large-scale projects with cross-functional teams.
- Strong analytical skills with the ability to leverage data for decision-making.
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 an 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, 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 $23 billion and more than 85,000 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, disability, ethnic origin, family duties, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, skin color, or any other characteristic protected by applicable law.
