Associate Director - Claims Advocacy

Marsh Agency; Mumbai; Hybrid; INR 3,500,000 - 5,500,000; Full time

Job summary

Marsh seeks an Associate Director for Claims Advocacy to provide strategic leadership, drive growth and ensure excellence in delivery. The role partners with US&C leadership, aligns delivery with strategic objectives, and manages a high-performing team across regional operations.

Based in Mumbai in a hybrid setup, the role emphasizes governance, stakeholder engagement, data-driven decision making, and continuous improvement to enhance client experience and revenue generation.

Qualifications

• 10+ years in claims, insurance advisory, risk, or operations.
• 5+ years in a senior leadership/management role leading teams in a professional services environment.
• Strong knowledge of insurance industry dynamics and claims management.

Responsibilities

• Provide strategic leadership to drive growth and excellence in Claims Advocacy.
• Lead stakeholder relationships and coordinate cross-functional efforts.
• Define, monitor, and report on team KPIs, SLAs, and quality metrics.
• Drive continuous improvement through technology, data analytics and process optimization.
• Represent the Claims Advocacy function in reviews, forums and governance.
• Close open roles and support hiring, onboarding, and succession planning.

Skills

Strategic leadership

Stakeholder management

Insurance industry knowledge

Team building

Process improvement

Data analytics

Communication

Governance

KPI reporting

Change management

Job description

We are seeking a strategic leader to join our Claims Advocacy team, part of our risk, reinsurance and capital business at Marsh. This role will be based in Mumbai. This is a hybrid role that has a requirement of working at least three days a week in the office.

Associate Director - Claims Advocacy

This role will provide strategic leadership and oversight to drive the growth, effectiveness, and excellence of our Claims Advocacy practice while serving as a trusted advisor to our US&C Claims Advocacy leadership. The role will play a pivotal role in leading the IKS Claims Advocacy team, managing stakeholder relationships, driving strategic initiatives, and fostering a high-performing team culture.

We Will Count On You To

• Serve as a strategic partner to US&C Claims Advocacy team, providing support & guidance in the development and execution of strategic initiatives
• Play a pivotal role in aligning IKS Claims Advocacy delivery support with long-term strategic objectives of the US&C Claims Advocacy leadership
• Develop and Implement strategies / frameworks to drive practice growth, ensuring enhanced stakeholder / client experience
• Facilitate effective communication across departments and teams, ensuring alignment and coordination of efforts
• Act as an escalation point and lead the discussion to manage and mitigate complex situations and scenarios.
• Define, monitor, and report on team KPIs, SLAs, and quality metrics, escalating risks to senior management as appropriate.
• Drive continuous improvement initiatives within the Claims Advocacy function, leveraging technology, data analytics, and process optimization to enhance efficiency and business outcomes.
• Produce and present management information, reports, and stewardship materials to leadership in a timely manner.
• Liaises with Operations team regarding claims processing and client feedback to facilitate smooth functioning of the claims process to support generation of revenue for team.
• Help in developing and promoting Claims Advocacy proposition through thought leadership, insights publications, and various engagements.
• Build and maintain trusted, long-term relationships with stakeholders, acting as a strategic advisor on people, process and technology
• Establish a robust governance framework, leading stakeholder reviews, delivering actionable insights and recommendations on a defined frequency.
• Representing IKS Claims Advocacy team at various forums, reviews, and meetings enhancing trust and credibility in offerings.
• Build regional or global relationships & collaborate across the enterprise and share best practice to contribute to business growth.
• Support new & ongoing Claims Advocacy initiatives aimed towards achieving short-term and long-term objectives.
• Lead the IKS Claims Advocacy team, setting clear objectives, performance expectations, and development plans aligned to people strategy.
• Develop and coach colleagues including facilitating colleagues' training programs and providing all the required support to achieve delivery excellence aligning to agreed KPIs achieving stakeholders' satisfaction.
• Establish and drive a robust engagement framework, encompassing regular connects, performance reviews, and team meetings to foster a culture of accountability, and continuous improvement.
• Drive a collaborative, inclusive team culture that embodies Claims Advocacy values supporting colleague wellbeing.
• Timely close all open roles, support activities encompassing hiring, onboarding, and succession planning for the team.
• Manage resource allocation across the team's portfolio, ensuring appropriate workload distribution and capacity planning.
• Build knowledge and understanding of the Claims Advocacy business, its offerings, and strategic priorities
• Leverage industry knowledge contributing to practice development efforts

What You Need To Have

• 10+ years of professional experience in claims, insurance advisory, risk consulting, or business operations
• 5+ years of experience in a senior leadership / management role leading teams in a professional services environment
• Strong knowledge of US casualty insurance, claims management, and insurance industry dynamics
• Proven track record of driving strategic initiatives and managing large-scale transformation or process improvement projects
• Demonstrated ability to manage and lead high-performing teams with a focus on talent development, coaching, and mentoring
• Strong stakeholder management skills with the ability to influence at all levels, including C-suite executives and external clients
• Excellent communication, presentation, and facilitation skills with the ability to distill complex information into actionable insights
• Strong analytical capabilities and comfort with data-driven decision making
• Experience with process improvement methodologies and modern technology platforms
• Experience in a consulting or advisory services environment is highly desirable

What makes you stand out?

• Proven thought leadership and industry visibility in the insurance/claims space
• Experience in building or scaling advisory practices or centers of excellence
• Track record of successfully implementing CRM systems or digital transformation initiatives

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 impact for 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 providing an inclusive work environment. We aim to attract and retain the best, most qualified people and value colleagues of all backgrounds, without regard to age, background, caste, 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.

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.