Senior Manager - Insurance Operations

Marsh McLennan; Mumbai; Hybrid; INR 3,500,000 - 7,500,000; Full time

Job summary

Marsh McLennan Agency in Mumbai seeks a Senior Manager - Insurance Operations to lead a diverse team across locations in a hybrid role. You will drive operational excellence, mentor Team Managers, and partner with Underwriting and Claims to deliver top-quality work while ensuring regulatory compliance and ongoing process improvements.

The role requires 8–10 years of leadership experience in insurance, strong English communication, and expert use of MS Office tools.

Qualifications

• Bachelor's degree or equivalent required.
• 8–10 years of team leadership experience, preferably in insurance.
• Excellent English communication skills, both written and spoken.
• Strong proficiency with MS Office suite and related tools.

Responsibilities

• Lead and mentor a team of Team Managers across locations.
• Drive operational excellence and SLA adherence.
• Collaborate with Operations, Underwriting and Claims leaders to deliver quality outputs.
• Identify knowledge gaps and implement regular training refreshers.
• Ensure compliance with regulatory, risk and company procedures.
• Provide regular performance updates to senior management.

Skills

English proficiency

Leadership experience

Insurance industry knowledge

MS Office proficiency

Education

Bachelor's Degree

Tools

MS Office

MS Teams

MS Outlook

Excel

Word

PowerPoint

Job description

Company: Marsh McLennan Agency

Description:

We are seeking a talented individual to join our Insurance Operations 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.

Senior Manager - Insurance Operations (Grade E)

We're seeking a Senior Manager - Insurance Operations who is prepared to manage a team responsible for complex and varied insurance tasks. This role is critical in fostering a culture of excellence, ensuring operational efficiency, and driving the performance of multiple teams. The ideal candidate will possess a strong background in the insurance sector or related industries, with a proven ability to manage diverse teams working with teammates across geographical boundaries and implement best practices that align with our organizational goals. This is an opportunity to put your stamp on an operations team that is evolving to meet the needs of a growing business.

We will count on you to:

Operational Excellence

• Foster a collaborative team environment by promoting strong relationships and open communication between team members and colleagues in other countries, ensuring a cohesive and inclusive atmosphere across all locations.
• Lead and mentor a team of Team Managers, ensuring they effectively oversee their respective teams.
• Play a key role in building and transitioning functional capabilities to the service center, ensuring that all colleagues are aligned with the organization's culture and services.
• Identify and address knowledge gaps within teams, conducting regular training refreshers and evaluations to ensure retention of critical learnings.
• Develop and implement strategies to maintain agreed service level agreements (SLAs) while maintaining high-quality standards for all processes.
• Partner with leaders in Operations, Underwriting and Claims to deliver consistent and high-quality work products and results.
• Identify and adapt industry best practices and adapt them to meet our specific needs driving continuous improvement.
• Analyze current processes to identify problem areas and develop preventive measures to enhance operational effectiveness.
• Determine the most effective methods and channels to address various training needs across teams, ensuring alignment with organizational objectives.
• Ensure adherence to performance metrics and compliance with training requirements, including conducting monthly evaluations and assessments.
• Ensure that all statutory regulations and company procedures are followed to protect customers, colleagues, and the business interests of the company.
• Maintain a clear understanding of regulatory requirements and proactively ensure compliance with the regulatory and risk framework.
• Monitor and assess risks appropriately, recognizing the impact of actions on compliance and operational integrity.
• Timely highlight process challenges and operational issues, facilitating effective communication between teams and senior leadership.
• Provide regular updates on team performance, process improvements, and compliance status to senior management.

People Management/ Development

• Lead the recruitment and selection process for team members, ensuring alignment with organizational values and culture. Serve as a mentor to new hires, facilitating their integration into the team.
• Develop and implement training programs for Team Leaders and Operations Managers, focusing on leadership skills, operational excellence, and team dynamics. Provide ongoing coaching to enhance their capabilities and performance.
• Conduct regular performance evaluations and provide constructive feedback to team leaders, fostering a culture of continuous improvement and accountability. Identify high-potential employees and create development plans to prepare them for future leadership roles.

What you need to have:

• Bachelor's Degree or equivalent education and work experience.
• Strong proficiency is both spoken and written English.
• Excellent computer skills and proficient MS Office (Excel, Word, PowerPoint, Outlook, MS Teams).
• A minimum of 8-10 years of experience in team leadership, preferably within the insurance industry or a related field.
• Good understanding Property & Casualty Exp, Policy Checking / Review experience
• Proven experience managing multiple teams and driving performance in a fast-paced environment.
• Strong analytical and problem-solving skills, with a focus on process improvement and operational efficiency.
• Excellent communication and interpersonal skills, with the ability to engage and motivate diverse teams.
• A solid understanding of compliance, regulatory requirements, and risk management principles.
• Ability to work collaboratively with senior leaders and stakeholders to achieve strategic objectives while fostering a sense of unity and teamwork among international teams.
• Should be comfortable with 6.30am - 3.30pm shift

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