The Marsh Insurance Operations team is responsible for the day-to-day delivery of the company's insurance solutions. We provide administrative and technical support to client-facing brokers and provide support to clients by responding to insurance transaction queries. An Insurance Operations Supervisor is a seasoned leader who guides an experienced support team, making sure they are productive and meeting objectives, while helping them to resolve the more difficult issues they face.
We are seeking a talented individual to join our Insurance Operations team at Marsh. This role will be based in the Austin - Lakeline office. This is a hybrid role that has a requirement of working at least three days a week in the office.
Insurance Operations Manager
What can you expect?
As a part of our Center of Excellence, you will manage and lead a team of specialists in an insurance operations environment who are responsible for supporting our clients' insurance transaction queries in the Central and Northeast zones
You will oversee the quality of communications and work of client- and internal-facing colleagues and implement initiatives to refine existing processes and procedures, driving ownership of outcomes to reinforce desired business objectives
You will provide "manager once removed" leadership for up to 100 staff within the Operations team and provide overall leadership advice to team leaders
You'll attend a robust training program of classroom-based, side-by-side, and on-the-job training; we will provide the knowledge required to be successful while learning our systems; this is not a sales position and you will not be asked to sell insurance, and an insurance license is not required, although you're welcome to take the licensing exam for career development purposes
We will count on you to:
Lead a team of direct reports, including supervisory staff, who support our clients and client team colleagues, including consistently reviewing and maintaining staffing needs
Develop and engage team members through active coaching and mentoring
Partner across the organization including Finance, IT, Business, and Operational Leadership to execute strategy and vision
Collaborate with senior members of our client support team to resolve issues and achieve high-quality outcomes, and lead and/or participate in stakeholder engagement sessions and work in partnership with client teams to improve the client experience
Oversee the complaints management system and manage/address escalated calls, complaints, questions and queries as necessary
Continuously identify areas for process improvement to increase efficiencies, as well as participate, monitor, and/or oversee the initiatives
What you need to have:
Bachelor's degree plus a minimum of 5 years of team leadership experience in an office environment (including coaching, mentoring, development, and career guidance)
Effective written and oral communication skills - able to clearly articulate issues, problems, and resolutions within this field
Influence/persuasiveness - can explain why a process or rule needs to be followed and gain colleague support/change behavior as a result
Quality & Compliance -Ethical behavior; understanding of rules and why they need to be followed, but flexible enough to know when a solution is workable
Drive and self-motivation - able to work independently, follow through on a task/complete a project/meet a deadline
What makes you stand out?
7-10 years of leadership experience in a professional services environment preferred
Experience in Commercial Lines insurance
Senior-level management experience
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 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
Marsh, a business of Marsh McLennan (NYSE: MMC), is the world's top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $23 billion and more than 85,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X.
Marsh McLennan is committed to embracing 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, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting reasonableaccommodations@mmc.com.
Marsh McLennan 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.
