Manager - Insurance Operations

Overview

Manager – Insurance Operations (Grade D2) in Marsh's Operations team within the risk business, leading complex and diverse insurance work, building functional capability in the service centre and managing team performance and delivery quality.

What you'll do

• Be an integral part of the team, play a key role in building and transitioning functional capability to the service centre, address knowledge-related queries, cement learning gaps and conduct regular refreshers to check retention of learnings.
• Coordinate with key stakeholders across business and functions to determine development needs and ensure training is crafted for the right audience at the right time, through the right channel, in a consistent and engaging format.
• Ensure adherence to monthly tests to evaluate colleagues at regular intervals.
• Identify best practices followed across the industry and tailor them to our needs.
• Support senior leaders in developing core content and execution strategy for process efficiencies and strategic outcomes.
• Identify and develop problem areas in process and develop preventive measures.
• Determine the best method and channel to address various training needs.
• Ensure adherence to the performance matrix and drive team performance and delivery quality results.
• Maintain business SLA and quality needs of the process.
• Ensure adherence of self and team to RTO expectations.
• Highlight process challenges in a timely manner and maintain staffing and forecasting needs of the process.
• Identify learning opportunities in the process and tag preventive measures.
• Analyze root cause of issues, form action plans and ensure conflicts are resolved.
• Provide administrative and technical support to client-facing brokers and support to clients.
• Ensure all statutory regulations and company procedures are followed to protect clients, colleagues and the company's business interests.
• Use Marsh systems appropriately to monitor, record and retain information.
• Demonstrate clear understanding of regulatory requirements and proactively ensure compliance with the regulatory and risk framework.
• Adhere to policies, guidelines and operating procedures, keep own knowledge and expertise up to date, identify and evaluate risks, and recognize how own actions impact compliance.

What you'll need

• Overall experience of 6+ years.
• 2+ years of experience in leading a team and people management.
• Excellent communication skills.
• Good facilitation skills.
• Ability to ideate and identify opportunities.
• Willingness to work in both shifts, including the 12:30pm – 9:30pm shift.

Nice to have

• Insurance industry and process experience.
• Insurance certification from CII.
• Post-graduation or certificate courses in insurance.
• Experience in managing operations.
• Any prior experience on any insurance process.

Details

• Location: Pune (Business Bay).
• Hybrid role: working at least three days a week in the office, with one anchor day per week for office-based teams.
• Shifts: willingness to work both shifts, including 12:30pm – 9:30pm.