Director / Senior Director - Insurance Operations Management

Marsh McLennan Agency (MMA) is seeking candidates for the following position based in the Mumbai / Pune office:

This is a hybrid role that has a requirement of working at least three days a week in the office.

Director / Sr. Director - Insurance Operations Management

What can you expect?

Your key role will be to implement MMA operations strategy within your area of operation. To ensure a value-added experience to MMA stakeholders by partnering and influencing them on business and day-to-day operational issues and expectations.

This position manages experienced professionals who exercise latitude and independence in managing day-to-day Operations. The role-holder acts as the most senior location leader and decision-maker for the Delivery teams, with focus on

• Ownership of the employee proposition, working with HR and people managers on location
• Driving on engagement and continuous improvement in partnership with Learning & Development
• Strategy and execution of transition of work to the center to support growth objectives
• Managing relationships with senior stakeholders on location and globally in a matrix environment, with oversight of key performance indicators (e.g. revenue growth, client satisfaction, operational efficiency and colleague retention)
• Sets the tone and drives productivity across, in the interest of all objectives and deliverables. This position will be responsible to deliver superior service to the clients / stakeholders by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk
• Span – Currently 130+, expecting growth.

Incumbent should be ok with flexible shifts. The team currently does 2:30pm-11:30pm IST.

We will count on you to:

Service Quality & Delivery:

• Stakeholder relationship management
• Ongoing operations management and governance (reviews; metrics
• Maps clients' requirements and coordinates in developing, implementing and transitioning processes in line with the guidelines specified by the client and regional offices.
• Create & implement workflows to facilitate structured support in all areas and issues.
• Decide Service Level Agreement (SLA) and gets the same approved by the client.
• Process re- engineering/ redefine efficiency and effective management.
• Strategic planning- Develops and manage strategic initiatives to include design of corresponding values and strategic vision and adapts to a changing strategic direction and/or changing resource allocation decisions or developments.
• Work /process standardization.
• Monitor, manage & mitigate client service issues & business risks.
• Developing, implementing, and transitioning processes in line with the guidelines specified by the client
• Process re-engineering/ redefining efficiency and effective management

Thought Leadership:

• Creates and communicates a compelling & aligned vision
• Works proactively with Executive Leadership to continuously strengthen Delivery value proposition.
• Leadership/ Colleague Engagement and Development
• Responsible for developing and coaching colleagues (including succession planning).
• Promotes a performance culture and environment where colleagues are encouraged to continuously learn, develop skills, innovate and build their careers.
• Oversees workforce management and manages talent towards stronger operational effectiveness

Financial Management

• Manage business capacity optimally and drive operational scalability. Identify, implement and utilize leading financial and operational performance indicators.
• Manage the budgets and forecasts

Process Transition/ Enhancement/ Transformation

• Monitor the overall functioning of processes, identify improvement areas, and implement adequate measures to maximize customer satisfaction level.
• Map clients' requirements and coordinates in developing, implementing and transitioning processes in line with the guidelines specified by the client and regional offices.
• Create & implement workflows to facilitate structured support in all areas and issues.
• Decide Service Level Agreement (SLA) and get the same approved by the client.
• Recommend, generate, execute process improvement ideas through system changes.
• Process re- engineering/ redefining efficiency and effective management.

Note: Applicants should be flexible working in shifts

What you need to have?

• Graduation / post-graduation in any stream
• Minimum of 18+ years' experience in a large professional organization in Insurance domain
• Deep understanding of Healthcare operations and shared services environment, with a focus on volume-based workflow and data management.
• Extensive experience in leading organizational change.
• Excellent communication skills with superior face-to-face presentation skills
• Ability to lead others in a global environment, what includes highest standard of people management skills.
• Ability to convey an operational mindset and approach to a business-focused environment.
• Team player who has experience of building effective relationships at all levels
• Good understanding of data management best practices and process engineering designs for efficient delivery
• Strong negotiation skills.
• Budgeting and finance acumen
• General knowledge on process transition methodology
• Strategic thinking
• Ownership of the employee proposition, working with HR and people managers on location
• Driving on engagement and continuous improvement in partnership with L&D
• Strategy and execution of transition of work to the centre to support growth objectives.
• Managing relationships with senior stakeholders on location and globally in a matrix environment, with oversight of key performance indicators including financials
• Data-driven decision making
• Problem-solving skills – proactive in identifying issues and implementing solutions in a fast-paced environment
• Global Stakeholder management – building relationships and trust with MMA leadership
• Demonstrate collaboration cross-department/operating company

What makes you stand out?

• Well-developed skills and the demonstrated ability to work in a globally matrixed and significantly multi-geography, multi-cultural offshore service delivery environment
• Exceptional Communication Skills
• Strong Business acumen
• Executive presence that conveys composure and confidence in all situations
• Strong analytical, research and problem-solving skills, attention to details

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 McLennan (NYSE: MMC) is the world's leading professional services firm in the areas of risk, strategy and people. The Company's more than 85,000 colleagues advise clients in over 130 countries. With annual revenue of $24 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses. Marsh provides data-driven risk advisory services and insurance solutions to commercial and consumer clients. Guy Carpenter develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities. Mercer delivers advice and technology-driven solutions that help organizations redefine the world of work, reshape retirement and investment outcomes, and unlock health and well being for a changing workforce. Oliver Wyman serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit , or follow us on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of 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 McLennan 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 McLennan 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.