Job Description
Health Operations
Health Operations (Mercer) is seeking candidates for the following position based in the Noida office
Darwin Technical Support Lead (E)
What can you expect?
We are looking to hire a Technical Support Lead / Process Manager in the Healthcare Operations
The role will be responsible for working within the Managed Services Team, as part of the Darwin Technical Support team. As part of our team you’ll work in a friendly and fast-paced environment, where ideas are encouraged and people are passionate about their work.
In your role, you will be overseeing the daily operations of the team to ensure streamlined technical support service delivery.
What is in it for you?
- Working with a team of technical support 1st Line to ensure seamless delivery to client issues from the day you join us
- 10 holidays along with 17 earned leaves, 15 sick leaves and 10 casual leaves in a calendar year
- Shared Transport (Provided the address falls in service zone)
We will count on you for:
Service Management:
- Ensure KPI’s are met within the team, prioritizing clients at risk to ensure SLA target is achieved and evidence contributing to the client satisfaction score
- Provide guidance and management to the teams on handling escalations and re-prioritization of workload within the team
- Coordinate workload and projects in line with contract and provide coaching to the Darwin Analysts ensure the team is working in an operationally efficient and profitable way
- Proactively manage service performance escalation
- Manage stakeholder relationship across the business and with clients, to deliver to requirements and ensure the best service delivery
- Complete and present monthly performance reports to the team and Darwin Technical Support Manager
- Continuously analyze service performance indicators to identify and implement service improvements closely working with the Quality Assurance Specialist
- Support with questions around service delivery and service proposition
- Reinforce best practices followed in DTS
- Evidence implementation of better ways of working across the business
- Carry out risk assessment and risk management
- Initiate and deliver projects to improve the team’s process or client’s experience
People Management:
- Provide direction, instructions and guidance to the team, personalizing individual communication to align with the respective team member’s strengths, weaknesses & motivations
- In line with company cycles, setup BPRs with DTS team members
- Set-up monthly 1-1s with DTS team members
- Set-up objectives - monthly, quarterly & annually and review them during the monthly 1-1s
- Ensure that the individual objectives are linked to the team objectives and company objectives
- Touch basis in regards to their development and ensure to advise the DTS team manager about their preferences
- Set-up monthly, quarterly & annual meetings to touch base on team performance and objectives
- Evaluate and confirm their progress and development on projects
- Ensure that the DTS team completes all compliance trainings
- Maintain up to date leadership knowledge through continuous learning initiatives
- Participate in new hire Technical interviews and selection processes; providing related recommendations to the team on selection decisions.
Problem Solving/Troubleshooting/Darwin Expertise:
- Understand configuration best practice as per ID3 and coordinate delivery of client resolution for non-standard bespoke client requirements
- Understand Darwin in the context of client’s HR and Payroll processes and able to make high level analysis, recommendations based on particular benefit schemes to improve process and reduce risk
- Maintain and develop a broad technical knowledge of Darwin features and stay current with road map releases, bugs and future of the product
- Be aware of new enhancements and BUG fixes implemented by reviewing the Darwin release notes
- Be aware of bugs or technical issues on Darwin that could impact client operations
- Knowledge on and ability to coordinate/review implementation of configuration fixes, scoping requirements with client/partner and validating system changes
- Champion incident management process and support the team with the application of the incident management process and best practice around it
- Make recommendation and propose improvement on the process of creating and maintaining knowledge management materials
What you need to have:
- The incumbent in this role is passionate about delivering a high quality service. We want people with the confidence to guide and influence both internal and external stakeholders in order to coordinate Darwin efficiencies and support our clients in the use of our market leading software. We take pride in our work, always striving for right first time delivery.
- Graduation / Post-graduation in any stream
- 11+ years of experience in a large professional organization
- Excellent written & verbal communication skills
- Microsoft Word, Advanced Excel and Microsoft PowerPoint skills
- Strong Team Management ability (minimum span of 20+)
- Knowledge with applications Confluence/Jira
- Experience in working with KPIs including SLAs and working in task management systems
- Previous extensive experience on Darwin support (preferable)
- Exceptional experience in managing, coaching or mentoring teams
- Adaptability : ability to adapt strategy & direction in a fast changing environment
- Strong communication skills
- High organizational skills: time management, prioritization, planning and attention-to-detail
- High stakeholder management skills
What makes you stand out?
- Adaptable communicator, facilitator, influencer and problem solver
- High attention to detail
- Problem solving: Analytical thinker, high troubleshooting skills
- Strong sense of responsibility and ownership
- Strong continuous improvement mind-set
About Mercer
At Mercer, we are a global force of around 25000+ unique individuals working together to make a difference in the lives of more than 115 million people every day by advancing their health, wealth
and careers.
We’re in the business of creating more secure and rewarding futures for our clients and their employees — For more than 80 years, we’ve turned our insights into actions; Be it designing affordable health plans, or assuring income for retirement, or aligning workers with workforce needs, we’ve been united in our mission of enabling people around the globe to live, work, and retire well.