Associate Director - Digital Media & Graphic Design

Commercial Enablement 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 support.\nThe 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 manages\nwho exercise latitude and independence in managing day-to-day Operations.

The role will focus on:\nDelivering superior service to senior management and deliverables\nDelivering 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 risks\nIdentify opportunities for business expansion or diversification – Strategy and execution of transition of work to the center to support growth objectives\nManaging relationships with senior stakeholders on location and globally, entailing key performance indicators (e.g. revenue growth, client satisfaction, operational efficiency and colleague retention)\nDriving engagement and continuous improvement in partnership with Learning & Development\nExperience with performance management, coaching, and strategically influencing design is a must\nAI-driven future designs and methodologies to provide cutting edge solutions\nFlexibility to work with global stakeholders for project management & discussion/calls\nUnderstanding cultural sensitivity across countries and business needs of the operating companies to deliver high quality designs\n\nWe will count on you to:\nPeople Management (if applicable)\nResponsible for line management of the managers\nDefine annual plan for trainings based on requirements of their teams\nLead process engagement activities and drive design culture in the team\nCreate succession plans for C and D levels\nResponsible for allocation of work and re-prioritization of workload where needed\nShould act as very strong escalation resolution source for the entire team for deliverables, client and people related issues\nHandle conflict and resolution management within the team\nRelationship management:\nClient/Onshore relationship management and enhancement\nEnsure seamless and superior client service delivery for the entire group, including critical expectations like Turn Around and Accuracy.\nDrive and participate in new opportunities to move work to Mercer\nBe the Mercer lead on onshore / joint onshore and offshore projects\nTo Communicate and highlight best practice implemented at Mercer with onshore at various forums\nProactively manage client escalations/queries and maintain close relationships with The Account Management team to support on client query resolution.\n\nService Delivery:\nResponsible for driving initiatives within the group and ensure the results from those with a confined focus on the timelines and quality\nDevelop and maintain collaborative relationships with stakeholders, direct reports, and peer groups.\nManage, coach, and mentor a team of designers of various tenures, backgrounds, and experience levels.\nSME and enact consultants to Leaders / Consultants to provide right design strategies\nMitigate risk on design projects by creating contingency plans and recommending solutions, proactively engaging in problem solving\nGuide the team to project, manage and produce high-quality design deliverables in line with process and Mercer benchmarks.\nOwn accountability by being able to help the teams troubleshoot issues in projects both on technical and business side.\nInfluence strong design solution & outcome, guided by overall Mercer brand, voice, and aesthetics.\nSeamless stakeholder and workflow management entailing timelines negotiations and volume governance\nManage effective resource planning through capacity management and cross utilization measures\nLead in reviewing planning materials or plans to assess consistency and completeness.\nShowcase effective project management skills to manage work with diverse set of teams - across functions and geographies.\nEnsure KPIs (SLA, Quality) are met, prioritizing clients at risk to ensure SLA is achieved.\nAccountable for delivering a high standard of quality on all administration tasks working to relevant deadlines.\nEnsure pod members adhere to team procedures and use tools in correct way;\nChampion 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 clients.\nDefine and drive the standard employee measurement factors like KRAs, Mentoring and Project SLAs\n\nProblem Solving:\nIssue resolution and root cause analysis, whilst assessing the wider employee or client impact and communicate within the team.\nSuggest and implement improvements to process and delivery to ensure productivity is maintained and efficiency met.\nStrategize and innovate AI solutions to integrate and make an impact at an organizational level, driving transformation.\n\nWhat you need to have:\nCollege degree in Graphic Design, or closely related discipline\n15+ years’ experience in a creative services environment with 8+ years’ design service management experience\nStrong knowledge and experience in managing Design-multiple processes and their SLAs with operations\nAbility to be creative and set examples for the team within established guidelines\nLevel-headedness and organized under pressure\nStrong project management skills, Task prioritization, driving timelines in a fast-paced environment\nExperience of managing key stakeholders or service providers\nPrior experience of building strong stakeholder partnerships and exceeding stakeholder expectations\nAbility to build rapport and respond confidently to customer queries\nStrong ability to deal with difficult calls, both from vulnerable customers and those complaining\nExceptional communication skills, both verbal and written\nDriving innovation – staying abreast with Design industry trends and strategies; Knowledge of process improvement concepts like Lean and Kaizen are good to have.\nMust have a strong appreciation and experience in knowledge transfer efforts and transition of processes.\nAbility to meet deadlines and a real desire to achieve results\nStrong ability to deal with difficult calls, both from vulnerable customers and those complaining\nAssertive, challenges processes and the “as is” to achieve a better service and experience for the client\nMandatory: Advanced and proven knowledge of MS PowerPoint\nMandatory: Expertise and experience working in latest Adobe Creative Suite (InDesign, Photoshop, Illustrator, Acrobat Pro), and MS Office (PowerPoint, Word and Excel).\nExperience in AI-driven design innovation and strategic leadership in design technology.\n\nWhat makes you stand out:\nWell-developed Design Management skills and the demonstrated ability to work in a globally matrixed and significantly multi-geography, multi-cultural offshore service delivery environment\nExceptional Communication Skills\nExecutive presence that conveys composure and confidence in all situations\nStrong aesthetics, conceptual and problem-solving skills, attention to details\nCertified Adobe Designer / Graphic Design pertinent degree with corporate design expertise\nStrong experience in creating user-centered designs with visual and digital storytelling, presentations, and animation\nGood knowledge of Multimedia and web solutions like video production & animation, UI&UX Design, Microsites, Websites, AI trends, etc.\nAdaptable and able to pick up new technologies\nVisionary leadership in AI design innovation, influencing industry best practices and standards.\n\nWhy join our team:\nWe help you be your best through professional development opportunities, interesting work and supportive leaders.\nWe foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.\nOur scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.\n\nMarsh (NYSE: MRSH) is 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, visit , or follow us on LinkedIn and X.\nMarsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, caste, gender identity or any other characteristic protected by applicable law.\nMarsh 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 McLennan 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.