Head of Claims Operations, LAC

Marsh; Bogotá ciudad; Hybrid; COP 447,928,000 - 639,898,000; Full time

Job summary

Marsh Risk is seeking a Head of Claims Operations for the LAC Region to lead 350+ colleagues across Mexico City, Bogotá, and São Paulo in a hybrid model. You will set vision, drive OpEx, and deliver best-in-class client outcomes by transforming claims processes with automation, data, and analytics, while coordinating with Claims Advocacy and Solutions teams.

You will champion inclusion and lead change across borders, ensuring performance KPIs are met and a customer-centric culture thrives.

Qualifications

• Experience in a senior operational role within insurance / broking.
• Led large teams across multiple locations.
• Strong change management and digital transformation experience.
• Proven ability to drive operational efficiency and customer outcomes.
• Excellent stakeholder management and communication skills.

Responsibilities

• Provide vision and strategic direction to 300+ Claims Operations colleagues across the LAC region.
• Drive OpEx and implementation of capability uplifts (process, digital tech, data & analytics).
• Oversee development of target state Claims Operations and budget management.
• Lead efforts to improve processing efficiency and fast-track claims between clients, insurers and adjusters.
• Foster an inclusive, high-performance culture and manage change across regions.

Skills

Leadership

Operations management

Stakeholder management

Digital transformation

Insurance / broking

Cross-cultural collaboration

Job description

We are seeking a talented individual to join our Operations team at Marsh Risk. This role will be based in Mexico City, Bogota, or Sao Paulo. This is a hybrid role that has a requirement of working at least three days a week in the office.

As the Head of Claims Operations LAC Region, you will focus on all aspects of business operations – clients, people, process to ensure we deliver best in class client outcomes. This is a great opportunity for an experienced Operations Leader to have an impact and drive change and efficiencies across a business.

What can you expect?

In this highly visible role, you will be responsible for leading a team of 350+ colleagues across the LAC Region at the world’s leading Insurance Brokers. During a time of exciting transformation you will have the opportunity to build on our target operating model, and drive brilliant client outcomes and best in class efficiency through implementation of a variety of capability uplifts (process digital technology, data & analytics). You will also work closely with our Claims Advocacy colleagues to deliver an end-to-end Claims service to Marsh’s global clients.

We will rely on you to:

• Take a “Client First” approach to Claims management.
• Provide vision, leadership and strategic direction to over 300 Claims Operations colleagues, working virtually across multiple locations, operating as a hands‑on leader, ensuring the achievement of established goals.
• Drive a bold and innovative vision to transform Marsh’s Claims Operations practice in the LAC Region, supporting the delivery of the Operational Excellence (OpEx) agenda.
• Execute on a Claims Operations vision and set of priorities that are linked with business, Claims Advocacy and Claims Solutions and customer needs.
• Oversee the development and delivery of the target state Claims Operations organization and leverage optimal workflows, automation, and process streamlining capabilities to operate more efficiently to further refine the Claims Operations strategy, optimize location footprint, and manage annual budget.
• Lead effort to improve claims processing efficiency across the region, by synthesizing best practices and identifying opportunities for improved efficiencies, including facilitating claims fast‑tracking opportunities between clients, insurers and adjustors to improve the efficiency of the department.
• Design and evaluate claims operations processes and strategies while managing the impact and delivery of change to achieve team operational goals and maximize process efficiencies across regions.
• Maintain and develop strong relationships with regional and country advocacy teams to drive claims operations changes within the firm.
• Drive change management within the organization, strengthening the capability to deliver change and deliver excellent customer outcomes.
• Track performance using existing and refined KPIs to enable effective controls and lead, and coach colleagues to achieve these KPIs & client satisfaction for global claims operations management and services.
• Embrace and model the Marsh leadership mindset. Demonstrate leadership behaviours including humility, humanity and resilience.
• Foster a vibrant and inclusive culture where you build talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Champion a culture of inclusion, diversity and belonging.
• Enable colleagues to be their best by actively modeling and promoting a culture of engagement, accountability, and personal development.
• Champion change in a passionate, convincing manner that builds support and is highly visible across the organization.

What you need to have:

• Experience in a senior operational role within insurance / broking industry
• Latin America and Caribbean markets experience
• Ability to effectively collaborate, negotiate and drive outcomes, working with a wide range of stakeholders, to ensure delivery of business goals
• Significant progressive leadership experience, stakeholder management experience with gravitas and credibility with strong communication skills, with the ability to influence and engage key stakeholders
• Experience of driving business change initiatives. Strong track record of independent leadership and influencing skills with proven experience of acting as a change agent
• Experience of leading digital transformation programs
• Results-oriented mindset and willingness to hold others accountable for delivering results and high standards of performance
• An ability to work across border and boundaries, including a collaborative mindset

What makes you stand out:

• You will be comfortable managing multiple complex stakeholder groups to support the delivery of results
• You will be data literate, with a good understanding and track record of implementing new technology
• You will be an experienced Claims professional with a reputation for leading change and improving Client Service

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 an impact on 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 (NYSE: MRSH) is 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, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, 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.