AddressClaims Operations Leader
What can you expect?
About the role:
- The jobholder has direct leadership responsibility for a team of up to 20 colleagues, who are senior technicians, responsible for carrying out more complex work within the operation, and also providing governance and oversight of the colleagues offshore. The jobholder may have one or more Team Leaders reporting to them where spans of control make this necessary.
- Although the majority of the colleagues in this operation do not report directly to the jobholder, the jobholder is responsible for “managing the matrix” in which these colleagues and their leaders sit, and they are ultimately responsible from a regulatory perspective for all the work carried out by the operation.
- The jobholder works with the colleagues and leaders to plan, monitor and review performance of the entire operation. They are expected to take decisions relating to prioritisation of work, and agree action plans with the teams to address specific areas of performance. They will drive Continuous Improvement activities within their Operation, identifying opportunities to improve processes or deploy new technology.
- The jobholder is the accountable person within Operations when dealing with senior leadership of the Business Practice, effectively forming part of a matrix leadership team reporting into the Practice CEO. They are the point of escalation from the Practice for any issues, and will work closely with Practice colleagues and leaders to ensure a seamless Client Service.
What you will be rewarded with:
- We offer and embrace a hybrid working model that nurtures a collaborative working environment in the office 3 days per week allowing 2 days per week to be spent working on a remote basis.
- Competitive Benefits Package including: 27 days annual leave, up to 4 days flexible bank holidays, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.
- Generous Family Leave including: 6 months paid maternity leave, 4 months paid paternity leave, 6 months paid adoption leave plus shared parental leave options. To help ease the transition when you return to work you will be able to work 8 weeks at 80% of your normal work pattern and receive 100% of your normal salary.
We will rely on you to:
- Accountable for Operational Performance of the virtual team, ensuring high levels of Client service are delivered and SLAs / KPIs achieved
- Day to day leadership of a team of Technicians (mainly D-F) dealing with the more technically complex work
- Manage, develop and implement processes that increase the efficiency of Client Service. Act as the Process Owner for their part of the Operation
- Accountable from a Regulatory perspective for the work of the team performed both onshore and offshore
- Develop accurate plans for future volumes and resource requirements onshore and offshore to ensure high levels of Client Service are maintained
- Work closely with the Business Practice leaders to ensure Operational plans & priorities are aligned with business goals
- Stakeholder management of senior colleagues within the Business Practices to ensure Business & Operational plans are aligned
- Working with the Continuous Improvement & Automation leads to continue to deliver improvements in efficiency & effectiveness of the Operational team
- Ongoing coaching and development of the team
- Evaluate the team's performance and provide feedback, advice and conduct performance reviews and offer leadership advice for management for purposes of development and continuous improvement
- Offer leadership advice to team leaders and ”manager once removed" (MOR) leadership for staff within the Operations team, and proactively manage team and colleague performance to incentivize and achieve high quality, compliance and productivity
What you need to have:
- Attain, develop and maintain comprehensive industry sector knowledge and skills
- Strong operational leader, able to ensure results are delivered in a matrixed environment
- Work closely with other Operations Managers to share best practice across the Function and across the wider UK Service Delivery Operations team
- A broad understanding of the Marsh business
- Stakeholder management
- Knowledge of technological solutions available and ability to recognise suitability
- Uses data to inform strategies & plans, and to monitor & review performance
- Identify operational risks and develop of mitigating strategies
- Identify opportunities presented by change and drive/maximize those opportunities
- Adhere to the Marsh E&O and Compliance Standards; Safety, Health and Environment Policy; and Departmental Procedures and Guidelines
What makes you stand out:
- Strong operational leadership skills, with a team of direct and indirect reports
- Good understanding of the business context
- Managing the different matrix relationships
- Ensuring that operational plans support the delivery of business Practice plans
- Stakeholder engagement
- Data analysis
- Effective communicator
- Process Improvement
- The ability to engage confidently and effectively with senior management inside & outside of Operations
- Excellent organisational skills
- Projecting a positive attitude to change to maintain morale and support with staff impacted
About us
Marsh is the world’s leading insurance broker and risk adviser. With more than 45,000 colleagues operating in more than 130 countries, Marsh serves commercial and individual clients with data driven risk solutions and advisory services. Marsh is a business of Marsh McLennan (NYSE: MMC), the leading global professional services firm in the areas of risk, strategy and people. With annual revenue of over $20 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. For more information, visit marshmclennan.com, follow us on LinkedIn and Twitter.
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, civil partnership status, 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. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at TAUK@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 based teams will identify at least one “anchor day” per week on which their full team will be together in person. 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.
#Hybrid
