Senior Manager - Insurance Operations

We are seeking a talented individual to join our Insurance Operations team at MMA (Marsh McLennan Agency), a Marsh business. This role will be based in Gurugram. 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 ready to work with complex & diverse insurance work. This person will be provided with Business Overview/Insights, Team dynamics & Operating Model, Roles & Responsibilities for each level, Expectations of various stakeholders to make you successful in this role. They must coordinate with key stakeholders across business and functions to determine development needs of various stakeholder groups, develops, and ensures training is crafted for the right audience at the right time, through the right channel, in a consistent and engaging format. They should ensures a new joiner/colleague is well equipped to understand the process nuances and in turn enabling a smooth transition of the colleague into the process i.e. plays a key role in evolution of a colleague in terms of pre-process functionalities

We will count on you to:

We’re seeking for an individual who is ready to

• Assist the onshore broking team in all aspects of client service, including client contact, administration, technical support and business development
• Ensure the accurate, efficient and timely production of all clients, insurer and policy related documentation across the insurance life cycle
• Manage team performance and servicing challenges by liaising with the onshore leaders

Key Accountabilities

Account Management

• Assist the onshore broking team with the development, implementation and management of risk management and insurance programs which accurately address client needs
• Assist the onshore broking team with the development and maintenance of effective long-term relationships with key client decision makers through regular meetings and liaison
• Work with the onshore broking team to gain an understanding of the client's business, risk management and insurance needs
• Independently manage the assigned book of business including all aspects of client service for mid-tier clients
• Implement renewal and broking strategies in accordance with instructions received from the onshore broking team
• Actively assist the onshore broking teams with the development of additional business from their existing portfolios and with the acquisition of new business.
• Assist the onshore broking teams with the implementation of appropriate account retention and defence strategies
• Assist the onshore broking and claims teams with the negotiation of equitable claim settlements on behalf of clients
• Develop and maintain an understanding of new technologies and capabilities of the Company
• Participation in client/insurer meetings as required
• Stick to the turnaround time for allocated tasks and maintain the quality standards

Administration & Technical

• Consistently use the required IT Applications to maintain compliance, accuracy and workload, contributing to resource allocation and process improvement 
• Address service challenges through close collaboration with BCS (Operations & Tech) and support teams
• Ensure the timely and accurate production/processing of client transactions including but not limited to:

• Premium and adjustment calculations
• Information and documentation for Pre-Renewal and Broking meetings
• Bespoke renewal reports and insurance manuals
• Certificates of currency

• Manage team performance, escalations, and team trainings by liaising with the onshore leaders
• Ensure the smooth functioning of transition of work between the broking business and the operations team. This includes providing accurate and timely information to operations and confirming the quality of the outputs returned to the broking team.
• Support effective working relationships with clients and insurers as required
• Foster relationships with Sales and Account Management leaders
• Ensure that accurate up to date records on all clients are always maintained
• Review workflows, processes and participate in company-wide initiatives
• Possess a thorough understanding of all major classes of insurance which the Company offers to its clients
• Possess a thorough working knowledge of all aspects of the Insurance (Agents & Brokers) Act, Insurance Contracts Act, Fire Services Levy, Stamp Duties, Worker's Compensation and other relevant legislation
• Acquire and maintain an awareness of the client's business and insurance needs, noting all briefing information provided by senior servicing and broking managers 
• Develop and maintain a basic understanding of the core aspects of relevant Insurance and related legislation 
• Adhere strictly to the Company's Quality practices and other systems and procedures 
• Comply fully with the Company's errors and omissions avoidance policy
• Other duties as may be required from time to time.

What you need to have?

• A Graduate with 8+ years of relevant experience
• Meet the training requirements of Tier 1 FSRA Compliance
• Prior experience in general insurance or financial lines within a broking or underwriting environment preferred
• Degree in Insurance (or a related area) or Financial Services Diploma preferred

Key Competencies

• Collaboration – Acts as a connector between Broking and Operations, bring colleagues together to bring the best of the enterprise to client solutions.  Comfortable working both independently and as part of a virtual team
• Team Management – Monitors team performance, publishes regular reports and efficiently manages the team by mentoring, motivating, developing, and using strategic thinking and problem-solving skills
• Initiative – Seeks out and acts on opportunities and calculated risks. Demonstrates a willingness to take on increased responsibilities and displays the ability to act independently with minimal yet appropriate reference back to manager/supervisor. 
• Productivity & Efficiency – The efficient and timely completion of routine and assigned tasks to support internal and external client demands and the implementation of major projects. 
• Technology - Understands and effectively applies the Company’s specialized technology resources to meet objectives and satisfy client needs. 
• Organization – Considers future client needs and plans accordingly.  Consistently operates with a highly self-organized style to produce accurate work on time; organizes group tasks and resources on behalf of the team; efficiently implements instructions delegated by manager/supervisor; produces work with the confidence of manager/supervisor. 
• Communication - Conveys written and verbal messages effectively to various audiences, adapting approach as appropriate.  Displays sound listening and comprehensive skills. 
• Innovation - Develops new and alternative approaches to existing practices, creates new or improved processes, solutions, products and services. Maintains an openness to experiment with alternative approaches.   
• Should be comfortable with 6.30 pm – 3.30 am

What makes you stand out:

·         Meet the training requirements of Tier 1 FSRA Compliance

·         Prior experience in general insurance or financial lines within a broking or underwriting environment preferred

·         Prior experience of leading and managing a team

·         Degree in Insurance (or a related area) or Financial Services Diploma preferred

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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 Agency is a business of Marsh (NYSE: MRSH), 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 about Marsh McLennan Agency, visit marshmma.com, or follow us on LinkedIn and X. 

Marsh 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 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.