Associate Director - Graphic Design

We are seeking a talented individual to join our Commercial Enablement CoE team at Mercer, a Marsh Business. 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 Desig

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The Global Service Delivery - Commercial Enablement function is a center of excellence that supports Mercer across multiple geographies & businesses. Commercial Enablement team 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 suppor

t.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 manag

eswho exercise latitude and independence in managing day-to-day Operations. The role will focus o

• n:Delivering superior service to senior management and deliverabl
• esDelivering 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 ris
• ksIdentify opportunities for business expansion or diversification – Strategy and execution of transition of work to the center to support growth objectiv
• esManaging relationships with senior stakeholders on location and globally, entailing key performance indicators (e.g. revenue growth, client satisfaction, operational efficiency and colleague retentio
• n)Driving engagement and continuous improvement in partnership with Learning & Developme
• ntExperience with performance management, coaching, and strategically influencing design is a mu
• stAI-driven future designs and methodologies to provide cutting edge solutio
• nsFlexibility to work with global stakeholders for project management & discussion/cal
• lsUnderstanding cultural sensitivity across countries and business needs of the operating companies to deliver high quality desig

ns
We will count on you

to:People Manageme

• nt Responsible for line management of the manag
• ersDefine annual plan for trainings based on requirements of their te
• amsLead process engagement activities and drive design culture in the t
• eamCreate succession plans for report
• eesResponsible for allocation of work and re-prioritization of workload where nee
• dedShould act as very strong escalation resolution source for the entire team for deliverables, client and people related iss
• uesHandle conflict and resolution management within the t

eamRelationship manageme

• nt:Client/Onshore relationship management and enhancem
• entEnsure seamless and superior client service delivery for the entire group, including critical expectations like Turn Around and Accura
• cy.Drive and participate in new opportunities to move work to Mer
• cerBe the Mercer lead on onshore / joint onshore and offshore proje
• ctsTo Communicate and highlight best practice implemented at Mercer with onshore at various for
• umsProactively manage client escalations/queries and maintain close relationships with The Account Management team to support on client query resoluti

on.
Service Deliv

• ery:Responsible for driving initiatives within the group and ensure the results from those with a confined focus on the timelines and qua
• lityDevelop and maintain collaborative relationships with stakeholders, direct reports, and peer gro
• ups.Manage, coach, and mentor a team of designers of various tenures, backgrounds, and experience lev
• els.SME and enact consultants to Leaders / Consultants to provide right design strate
• giesMitigate risk on design projects by creating contingency plans and recommending solutions, proactively engaging in problem sol
• vingGuide the team to project, manage and produce high-quality design deliverables in line with process and Mercer benchma
• rks.Own accountability by being able to help the teams troubleshoot issues in projects both on technical and business s
• ide.Influence strong design solution & outcome, guided by overall Mercer brand, voice, and aesthet
• ics.Seamless stakeholder and workflow management entailing timelines negotiations and volume govern
• anceManage effective resource planning through capacity management and cross utilization meas
• uresLead in reviewing planning materials or plans to assess consistency and completen
• ess.Showcase effective project management skills to manage work with diverse set of teams - across functions and geograph
• ies.Ensure KPIs (SLA, Quality) are met, prioritizing clients at risk to ensure SLA is achie
• ved.Accountable for delivering a high standard of quality on all administration tasks working to relevant deadli
• nes.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 clie
• nts.Define and drive the standard employee measurement factors like KRAs, Mentoring and Project

SLAs
Problem Sol

• ving: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 transforma

tion.
What you need to

• have:College degree in Graphic Design, or closely related disc
• ipline15+ years experience in a creative services environment with 8+ years design service management expe
• rienceStrong knowledge and experience in managing Design-multiple processes and their SLAs with oper
• ationsAbility to be creative and set examples for the team within established guid
• elinesLevel-headedness and organized under pr
• essureStrong project management skills, Task prioritization, driving timelines in a fast-paced envir
• onmentExperience of managing key stakeholders or service pro
• vidersPrior experience of building strong stakeholder partnerships and exceeding stakeholder expect
• ationsAbility to build rapport and respond confidently to customer q
• ueriesStrong ability to deal with difficult calls, both from vulnerable customers and those compl
• ainingExceptional communication skills, both verbal and w
• rittenDriving 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 proc
• esses.Ability to meet deadlines and a real desire to achieve r
• esultsStrong ability to deal with difficult calls, both from vulnerable customers and those compl
• ainingAssertive, challenges processes and the as is to achieve a better service and experience for the
• clientMandatory: Advanced and proven knowledge of MS Powe
• rPointMandatory: Expertise and experience working in latest Adobe Creative Suite (InDesign, Photoshop, Illustrator, Acrobat Pro), and MS Office (PowerPoint, Word and E
• xcel).Experience in AI-driven design innovation and strategic leadership in design techn

ology.
What makes you sta

• nd 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 envi
• ronmentExceptional Communication
• SkillsExecutive presence that conveys composure and confidence in all sit
• uationsStrong aesthetics, conceptual and problem-solving skills, attention to
• detailsCertified Adobe Designer / Graphic Design pertinent degree with corporate design ex
• pertiseStrong experience in creating user-centered designs with visual and digital storytelling, presentations, and an
• imationGood knowledge of Multimedia and web solutions like video production & animation, UI&UX Design, Microsites, Websites, AI trend
• s, etc.Adaptable and able to pick up new techn
• ologiesVisionary leadership in AI design innovation, influencing industry best practices and sta

ndards.
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 $24 billion and more than 90,000 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 LinkedI

n 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 applica

ble 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 i