Company Mercer Description We are seeking a talented individual to join our Order Management 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 Senior Manager - Order Management Grade E The role will be responsible for ensuring seamless and superior client service delivery for the entire group including critical metrics as defined for the process of delivering exceptional customer experience and service This role will own accountability by being able to help the teams troubleshooting issues in projects both on the technical and business side and act as very strong escalation resolution source for the entire team for deliverables client and people related issues We will count on you to Manage client Onshore partners Drive a culture of performance align the overall region goals with groups goals and KRAs Create a robust pipeline of talent through succession planning and hiring Mentor and Coach team members and develop them for higher roles and be able to provide them directions on various projects Drive and build a culture of strong Customer focus in the team including the newer working arenas and focus areas like LenAI customer experience and championing lean culture Define and drive the standard employee measurement factors like KRAs Mentoring and Project SLA Execute plan efficiency road map for domain Note Applicant should be flexible working in shifts What you need to have Knowledge Skills 9 years of experience with at least 5 years experience in managing teams Strong People Process Operations and Project management skills Experience in leading operations in order management Proficiency in MS Excel Excellent verbal and written communication Incident Problem management Strong ability to organize prioritize tasks with attention to detail Accountability for client experience timely delivery High on Adaptability Responsiveness Exposure to participating or l