We are seeking a talented individual to join our Insurance Operations team at Marsh Risk, a Marsh business. This role will be based in Mumbai. This is a hybrid role that has a requirement of working at least three days a week in the office.
Senior Manager – Insurance Operations (Grade E)
We’re seeking a Senior Manager – Insurance Operations who is prepared to manage a team responsible for complex and varied insurance tasks. This role is critical in fostering a culture of excellence, ensuring operational efficiency, and driving the performance of multiple teams. The ideal candidate will possess a strong background in the insurance sector or related industries, with a proven ability to manage diverse teams working with teammates across geographical boundaries and implement best practices that align with our organizational goals. This is an opportunity to put your stamp on an operations team that is evolving to meet the needs of a growing business.
We will count on you to:
- Be an integral part of the team (Our team is new but growing at fast pace with a vast diversity in the experience that each colleagues has i.e. campus and professionals from either insurance sector or different industry)
- Play a key role in building and transitioning functional capability to the service center, address any knowledge related queries, cement the learning gaps (if any) and conduct regular refreshers to check the retention levels of learnings provided
- Ensure timely delivery on all cases as per SLAs (i.e. Team meets SLAs on Accuracy, Productivity and TAT as per agreed standards)
- Regularly update process manuals
- Responsible for creation of SOPs for new processes
- Identify best practices that are followed across the industry and tailor them as per our needs
- Collaborate with multiple teams within Marsh, to provide top service to our clients
- Act as a mentor to new hires and ensure they have working knowledge of systems and processes.
- Conduct peer reviews as necessary, identify learning gaps for coaching opportunities and help improve quality scores
- Continuously identify areas for process improvement to increase efficiency as well as participate, monitor and/or oversee the initiatives.
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- Manage and lead team members on a day-to-day basis to ensure the team meets service levels, measure and analyze team’s productivity, manage and prioritize the team’s workload to ensure high quality outcomes.
- Manage performance of the team, through regular review, addressing engagement activity and growth opportunities
- Prepare weekly/monthly productivity reports for the team.
- Have the ability to work and adjust in a fast pace and changing environment as needed in order to support the needs of the business.
- Handle escalation calls, complaints, questions, and queries as necessary
- Ensure adherence to policies & procedures as per organization’s standards and laid out SOPs
- Ensure operational risks are highlighted on time and escalated to proper authorities for corrective action
- Adherence to data and information security guidelines
- Ready to work in the 6.30 pm to 3.30 am shift.
Compliance, Regulatory and Procedural Responsibilities
- Ensure that all statutory regulations and company procedures are followed to protect clients, colleagues and the business interest of the company
- Appropriate usage of Marsh Specialty’s systems to monitor, record and retain information
- Demonstrate clear understanding of regulatory requirements
- Proactively ensures compliance with regulatory and risks framework
- Adheres to policies, guidelines and operating procedures
- Keeps own knowledge and expertise up to date and relevant
- Identifies and evaluates risks appropriately. Recognizes how own actions impact compliance
What you need to have:
- Bachelor’s degree with minimum 10 years of overall exp in in Insurance, Finance, Accounting or closely related field.
- 5+ years of experience in team and process management
- US insurance industry and process experience
- Strong Supervisor Skills. As a supervisor, you not only need to manage the day-to-day functions but also have the ability to coach, mentor and develop the team you are supervising.
- Good analytical skills to understand reports and performance trends
- Good organization and time management skills to work effectively under pressure to meet deadlines.
- Ability to support or lead business readiness / change management initiatives
- Intermediate Microsoft Office proficiency. Knowledge of basic Excel formulas, pivot tables, PowerPoint and Outlook.
- Creativity and readiness to experiment with various learning methodologies
- Possess problem solving skills and reasoning ability
- Ability to adapt quickly
- Ideate and identify opportunities
- Should be comfortable in 6.30pm – 3.30am shift.
What makes you stand out?
- Excellent Program Management skills
- Technical Bent of mind (basic understanding of data visualization tools like Power BI, Tableau etc. or any programming language)
- High expertise in facilitating development programs
- High attention to detail
- Engaging with crowd and identifying areas where assistance is required
- Being competent in one of the Marsh US processes
- Any Insurance related certification from The Institutes, USA
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 Risk 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 Marsh Risk, visit marsh.com, or follow us on LinkedIn and X.
Marsh 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, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, 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.
Marsh Risk 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 Marsh Risk, visit marsh.com, or follow us on LinkedIn and X.
Marsh 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, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs,
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