Associate Director - Claims Advocacy

Marsh McLennan; Mumbai; Hybrid; INR 3,200,000 - 5,200,000; Full time

Job summary

Marsh in Mumbai seeks a strategic leader to head the Claims Advocacy team within the risk, reinsurance and capital business. The role is hybrid, requiring at least three days in the office weekly and close collaboration with US&C Claims Advocacy leadership.

You will guide transformation initiatives, govern KPI reporting, and build strong stakeholder relationships across operations. A proven record in claims, insurance advisory, and people leadership is essential to drive growth and client

Qualifications

• 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.

Responsibilities

• Serve as a strategic partner to US&C Claims Advocacy leadership, 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.

Skills

Leadership

Stakeholder management

Strategic thinking

Communication

Data-driven decision making

Mentoring

Job description

Company:

Marsh

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