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Senior Manager – Customer Service
Hybrid · Noida, Uttar Pradesh, India
Job Summary
Senior Manager – Customer Service based in Noida (hybrid role with at least three days in the office) leads and motivates the Operations team responsible for advising on Mercer products and services. Collaborates with stakeholders, Product Owners, and the Legal department to ensure alignment with business objectives and delivery of high-quality solutions. Oversees team performance and engagement to foster a productive work environment. Tracks and analyzes efficiency and service metrics to drive improvements. Contributes to development and implementation of new processes and standards supporting business strategy. Collaborates with global Career representatives and the Legal department to meet business requirements. Prepares complex contracts and product quotations and performs peer reviews of contracts and product quotes prepared by junior team members. Requires 8 years of experience in customer service and/or administration, including 2+ years in team leadership; fluent English; strong MS Office skills; strong attention to detail and analytical mindset.
Required Qualifications
- 8 years of experience in customer service and/or administration, including 2+ years in team leadership
- Fluency in written and spoken English
- Very Good knowledge of MS Office
- Attention to details and analytical mind-set
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