Regional Client Retention Strategist

Marsh; Atlanta (GA); Ibrido; USD 93.000 - 197.000; Tempo pieno

Descrizione del lavoro

Marsh is seeking a Regional Client Retention Strategy Manager to own the escalation intake-to-resolution process and manage the regional at-risk register. You will lead cross-functional teams, influence without direct authority, and deliver durable improvements for client retention across the portfolio.

The role requires a 7+ year background in insurance brokerage or risk services operations, with strong analytical skills and executive communication.

Competenze

• Bachelor’s degree or equivalent professional experience.
• 7+ years in insurance brokerage, carrier, or risk services operations with exposure to client and/or operations service delivery.
• Demonstrated ownership of complex client escalations through resolution, including senior stakeholder communication.
• Understanding of brokerage service lifecycle: onboarding, placement support, policy issuance/checking, endorsements, certificates, invoicing, renewals.
• Strong analytical capability to interpret operational data, identify trends, and build a defensible case for change.
• Ability to influence and deliver results across functions without direct reporting authority.

Mansioni

• Own the regional escalation intake-to-resolution process, including tiering, response SLAs, root-cause diagnosis, corrective action plans, and client communication with the client executive.
• Maintain and manage the regional at-risk register, including risk rating, drivers, revenue exposure, renewal timing, and stabilization status, with clear exit criteria.
• Lead cross-functional resolution teams across BCS value streams and operations leaders, influencing without direct authority and escalating to the CCRO with recommendations.
• Monitor solution sustainment through checkpoints (30/60/90 days), reopen issues when indicators regress, and convert fixes into standard practices (procedures, job aids, training, system changes).
• Build early-warning triggers and thresholds using operational signals; run a standing regional risk review cadence.
• Set, socialize, and hold teams to service delivery standards (responsiveness, accuracy, proactivity, documentation, client communication).
• Provide executive-ready reporting to the CCRO on themes, gaps, and remediation progress; partner with tech and process owners to scale fixes.

Conoscenze

Escalation ownership

Stakeholder communication

Influence without authority

Analytical thinking

Cross-functional collaboration

Formazione

Bachelor’s degree or equivalent

Descrizione del lavoro

Marsh is seeking a Regional Client Retention Strategy Manager to own the escalation intake-to-resolution process and manage the regional at-risk register. You will lead cross-functional teams, influence without direct authority, and deliver durable improvements for client retention across the portfolio.

The role requires a 7+ year background in insurance brokerage or risk services operations, with strong analytical skills and executive communication.