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 and support client-experience initiatives.
• 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 action plans from KPI results, QA reviews, complaints, audits and risk assessments, and track owners, deadlines and outcomes.
• Analyse 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, strong communication and organisational skills, and managerial aptitude including coaching and mentoring.

Required skills

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

What we offer

• Professional development opportunities and interesting work.
• A vibrant, inclusive culture with supportive leaders.