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Business Process Specialist, Contact Center

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Marsh and McLennan

2021-12-03 08:59:49

Job location Urbandale, Iowa, United States

Job type: fulltime

Job industry: Consulting & Corporate Strategy

Job description

Mercer is seeking a Business Process Specialist to the support delivery of key strategic initiatives for the organization. This position will work with the Senior Business Process Consultant to develop standards and best practices throughout Operations & Technology US&C contact center teams.

What is in it for you:

  • Work for a global company that embraces cultural diversity
  • Excellent growth/advancement opportunity
  • Help support diverse populations through the development of meaningful programs

We will count on you to:

  • Examine, analyze, document and design new business processes, standards and best practices throughout Operations & Technology US&C Contact Center teams
  • Build strong relationships based on mutual respect, honesty, and trust
  • Gather business inputs and process requirements
  • Communicate and collaborate with teams to implement changes in their business delivery model to recognize process improvements
  • Quickly identify the central or underlying issue in a complex situation and use relevant data and to make informed business recommendations
  • Serve as a process expert to support training, knowledge management, communication, and quality needs for a successful implementation and adaptation of the process by the business
  • Establish business priorities, identifying and communicating risks and mitigation plans in collaboration with stakeholders

What you need to have:

  • Consultative mindset with the ability to navigate ambiguity in a high pace, high change organization with a curious mindset
  • Team player who can provide constructive and valuable feedback
  • Strong communication abilities, including writing, speaking and active listening
  • Ability to effectively engage with team members of all levels and across departments
  • Strong project management skills, including time management, goal-setting, multitasking and prioritization
  • Good data analysis, problem-solving and critical thinking skills
  • Thrive in a working environment where new technologies and change enables better outcomes.
  • Comfortable with presenting ideas to senior level stakeholders and be receptive of feedback to quickly apply changes

Desired Experience:

  • Training in Six Sigma & Lean continuous improvement methodologies
  • Experience in process improvement initiatives
  • Proficient in Excel, Powerpoint and Visio

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer's more than 25,000 employees are based in 44 countries and the firm operates in over 130 countries. Mercer is a business of Marsh & McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annual revenue of $17 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit Follow Mercer on

Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

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