Senior Insurance Operations Leader

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

Job summary

Marsh McLennan Agency in Bogotá seeks an Lead Insurance Operations Coordinator to guide daily operations, optimize workflows, and ensure service excellence for clients and brokers. The role emphasizes metrics, process improvement, and stakeholder collaboration in a regulated insurance environment.

The ideal candidate will bring 5+ years of experience (3+ in insurance or professional services), fluency in English, and strong MS Office skills to enable effective reporting, planning, and

Qualifications

• Bachelor’s degree required.
• Minimum 5+ years experience; 3+ in insurance, financial, or professional services.
• Fluent in English (spoken and written).
• Proficient MS Office suite.

Responsibilities

• Manage daily operations, workflow allocation, and backlog.
• Monitor KPIs, SLAs, quality, and accuracy targets.
• Build broker, client, and internal relationships.
• Act as senior contact for escalations and client-impacting matters.
• Lead stakeholder sessions to improve client experience.
• Govern SLA reporting, reviews, breach analysis, root-cause actions.
• Coordinate QA activities and improvement actions.
• Identify and document operational risks, ensure compliance.
• Develop action plans from KPI results and feedback.
• Track owners, deadlines, and outcomes for closure.
• Analyze data to identify trends and training needs.
• Provide coaching to Operations Executives on systems and procedures.
• Prepare productivity and risk reports; drive continuous improvement.
• Promote accountability and client focus across team.

Skills

People management

Stakeholder communication

Time management

Project coordination

Education

Bachelor’s Degree

Tools

MS Word

MS Excel

PowerPoint

Outlook

Job description

Marsh McLennan Agency in Bogotá seeks an Lead Insurance Operations Coordinator to guide daily operations, optimize workflows, and ensure service excellence for clients and brokers. The role emphasizes metrics, process improvement, and stakeholder collaboration in a regulated insurance environment.

The ideal candidate will bring 5+ years of experience (3+ in insurance or professional services), fluency in English, and strong MS Office skills to enable effective reporting, planning, and