Company:
Mercer
Description:
The Quality and Operations Specialist works closely with the Darwin Service Management team ensuring alignment to processes and making sure clients receive the same level of service. Has a cross-functional collaboration with stakeholders from other teams in Darwin like Account Management, Darwin Services, Consulting and Product Support, as well as within the MMB market. By leveraging data-driven insights and feedback, the Quality and Operations Specialist will identify opportunities for efficiency and improvement, ultimately contributing to the overall success of the team and organization. This role will be based in Cluj, Romania. This is a hybrid role that has a requirement of working at least three days a week in the office.
We will count on you to:
-
Support the development and implementation of the Service Management, quality governance frameworks and procedures aligned with organizational and Service Management objectives within Darwin Services.
-
You will be responsible for ensuring the team has documented standard processes, is trained and prepared to meet their operational objectives.
-
Coordinate with cross-functional teams to align quality governance with overall business goals.
-
Ensure the quality of deliverables, including slide decks, focusing on data accuracy and content relevance for professional services organizations.
-
Complete quality checks based on standard Service management quality criteria.
-
Facilitate root cause analysis and corrective action plans for quality issues within Service Management.
-
Conduct regular audits and assessments of client interactions to ensure service excellence and adherence to quality benchmarks.
-
Create and document processes and procedures to support service management operations. Ensure communication with relevant stakeholders and facilitate training on said processes.
-
Continuously review existing processes or procedures and drive AI usage to maintain productivity and meet efficiency targets.
-
Assist with recruitment activities as needed.
-
Be responsible for the planning and delivery of new joiner onboarding activities.
-
Manage user access to internal tools used by the team.
-
Plan, coordinate and manage the end-to-end training process for the Service Management team, including new joiner onboarding journeys.
-
Own the delivery of training related to Service Management processes, tools, and best practices.
-
Recommend improvements and enhancements to the training curriculum to close gaps and improve results.
-
Work closely with the Service Managers from different regions (APAC, EMEA, etc.) to identify potential opportunities for global alignment in ways of working and best practices.
-
Facilitate the creation of WOW (Ways of Working) via cross team sessions, documenting related tools and processes.
-
Support projects impacting the team or cross-departmental initiatives, driving successful outcomes according to workload and team priorities established by the team leader.
-
Organize and document meeting notes, agendas, and coordinate meeting logistics, including follow up communications.
-
Create, manage, and customize slide decks for Global Service Management meetings and other presentations.
-
Manage and maintain the SharePoint space to ensure up-to-date and accessible information.
-
Report on team performance and producing output reports or presentations for stakeholders.
-
Support the Service Management team with the creation of client specific reporting for use in client QSR.
**What you need to have: **
-
Very organized, with strong time management skills, they plan proactively and manage expectations welll
-
Proactive, passionate person who demonstrates a ‘Just Do It’ mindset.
-
Experience in team-support type of roles.
-
MS Excel and general presentations skills.
-
Excellent written and verbal communication skills in Romanian and English.
-
Strong interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
-
Problem-solving skills with a focus on root cause analysis and corrective actions.
-
Demonstrated capability to work independently while effectively managing multiple priorities and concurrent projects.
-
Bachelor’s degree or combination of education and experience required.
-
Demonstrate a solution-oriented mindset.
-
Detail-oriented with a focus on quality and continuous improvement.
-
Skills in helping groups work together efficiently.
What makes you stand out?
-
Experience working in a fast-paced operational role, with the ability to manage ambiguity and maintain focus on delivering excellent results
-
Experience in reporting and performance analysis.
-
Good project management skills to manage and prioritize tasks in an efficient way
-
Background in using Zendesk (or similar tools) reports & analytics is a plus
-
Strong knowledge of quality governance frameworks.
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;
-
A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary);
-
30+ days off (including legal days, birthday, public holiday replacements, and benefits options);
-
Performance bonus scheme;
-
Matching charity contributions, charity days off, and the Pay it Forward charity challenge;
-
Core benefits: Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance
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 $27 billion and more than 95,000 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 LinkedIn and X.
Marsh is committed to creating 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, gender orientation or expression, 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 applicable 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 in person.