Senior Insurance Operations Leader

Marsh; Bogotá; On-site; COP 60,000,000 - 90,000,000; Full time

Benefits offered by this job

Professional development opportunities

Supportive leadership

Job summary

Marsh is seeking an experienced Lead Insurance Operations Coordinator in Bogotá to provide expert operational leadership across Insurance Operations, ensuring accurate, efficient, and timely delivery of insurance solutions and broker support services. The role includes managing daily workflows, resource planning, escalations, and continuous improvement initiatives.

You will monitor KPIs and SLAs, build broker/client relationships, and act as a senior contact for escalations while guiding teams

Qualifications

• Bachelor's degree required.
• Minimum 5+ years experience; 3+ in insurance, financial, or professional services.
• Fluent in English (spoken and written). CVs in English only.
• Very good knowledge of MS Word, Excel, PowerPoint, and Outlook.

Responsibilities

• Manage daily operations, workflow allocation, resource planning, priorities, and backlog levels.
• Monitor team productivity and performance against KPIs, SLAs, quality standards, turnaround times, and accuracy targets.
• Build relationships with brokers, clients, and internal stakeholders to understand requirements and improve service delivery.
• Act as a senior operational contact for escalated queries, complaints, service issues, and client-impacting matters.
• Lead stakeholder engagement sessions and support initiatives 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, including quality reviews, error tracking, calibration, control testing, and improvement actions.
• Identify, assess, document, and elevate operational risks, ensuring compliance with standards, policies, procedures, and regulatory requirements.
• Develop and manage action plans from KPI results, QA reviews, complaints, audits, risk assessments, and stakeholder feedback.
• Track action owners, deadlines, dependencies, outcomes, and escalations to ensure timely completion.
• Analyze operational data to identify trends, recurring issues, training needs, process gaps, and opportunities to reduce rework.
• Provide coaching, mentoring, and technical support to Operations Executives on systems, documentation, reporting, procedures, SLAs, and quality standards.
• Prepare and present reports on productivity, SLA achievement, QA results, complaints, risks, escalations, and continuous improvement initiatives.
• Promote accountability, operational excellence, client focus, and continuous improvement across the Operations team.

Skills

English proficiency

MS Word

MS Excel

PowerPoint

Outlook

Education

Bachelor's Degree

Job description

Marsh is seeking an experienced Lead Insurance Operations Coordinator in Bogotá to provide expert operational leadership across Insurance Operations, ensuring accurate, efficient, and timely delivery of insurance solutions and broker support services. The role includes managing daily workflows, resource planning, escalations, and continuous improvement initiatives.

You will monitor KPIs and SLAs, build broker/client relationships, and act as a senior contact for escalations while guiding teams