Insurance Operations Manager

About the role

The Insurance Operations Manager leads insurance operations at Marsh, ensuring accurate, efficient and timely delivery of insurance solutions and broker support services. The role covers daily workflows, resource planning, escalations, client and broker relationships, SLA performance, quality assurance, risk controls and continuous improvement.

Key responsibilities

• Manage daily operations, workflow allocation, resource planning, priorities and backlog levels
• Monitor team productivity against KPIs, SLAs, quality standards, turnaround times and accuracy targets
• Build relationships with brokers, clients and internal stakeholders and act as a senior operational contact for escalated queries and complaints
• Lead stakeholder engagement sessions focused on improving the client experience
• Manage SLA governance, including performance reporting, service reviews, breach analysis, root-cause analysis and corrective actions
• Coordinate quality assurance activities such as quality reviews, error tracking, calibration, control testing and improvement actions
• Identify, assess, document and escalate operational risks in line with Professional Standards, policies, procedures and regulations
• Develop and track action plans from KPI results, QA reviews, complaints, audits and risk assessments
• Analyze operational data to find trends, recurring issues, training needs and process gaps
• Coach and mentor Operations Executives on systems, documentation, reporting, procedures, SLAs and quality standards
• Prepare reports on productivity, SLA achievement, QA results, complaints, risks and continuous improvement

Required profile

• Bachelor's degree preferred
• 5+ years of experience, with at least 3 in insurance, financial or professional services
• Fluent spoken and written English; only CVs in English will be considered
• Experience managing people and teams, and strong communication with leaders at all levels
• Good organizational and time management skills, able to multi-task under pressure
• Managerial aptitude, with a strong desire to coach, mentor and develop the team

Required skills

• Very good knowledge of MS Word, Excel, PowerPoint and Outlook

What we offer

• Professional development opportunities
• Interesting work and supportive leaders
• A vibrant, inclusive culture with talented colleagues