Strategy & Planning Leader, Global Claims Operations

Company:Marsh

Description:

Strategy & Planning Leader, Global Claims Operations

Purpose:

Utilise your Managing Director level experience, insights and expertise to own the end-to-end strategy, planning, and transformation delivery agenda for Global Claims here at Marsh. This agenda shapes platforms, data foundations & capabilities, automation / AI, and thereby improves client services, business services and operational performance outcomes.

Rapidly scale automation and AI-led process re-engineering through multi-capability hubs; align technical ops, technology, data, digital, and product teams in centralised hubs to co-design, implement, and continuously optimise end-to-end processes for quality, efficiency, and measurable client impact

Top level responsibilities include:

This role defines the multi-year roadmap and converts it into measurable outcomes through disciplined execution across people, process, data, and technology .

The role converts strategic intent into executable plans and governance, mobilises cross-functional teams, and ensures benefits are realised.

Acts as a trusted advisor to senior leadership, both in Business Client Services as well as in Claims Advocacy and Forensic Accounting & Claims Services (FACS) driving Operational Excellence (Thrive) and a data-driven, technology-first operating model that improves client outcomes and colleague experience while strengthening operational resilience and controls.

• Set strategy & roadmap: Define and maintain the Global Claims Operations strategic plan and prioritised multi-year roadmap aligned to enterprise objectives and client needs.
• Business cases & decision support: Lead market/competitive analysis, identify strategic issues/opportunities, and develop robust business cases and investment proposals.
• Transformation delivery ownership: Lead delivery of large-scale, complex global programs across regions and functions; ensure strong governance, delivery discipline, and benefits realisation.
• Change & adoption: Embed change management, communications, and training approaches that drive adoption and sustained change.
• Performance & value: Define KPIs, baselines and targets; track outcomes across client, colleague, operational, and financial dimensions.
• Leadership: Lead and develop a high-performing team; influence across a matrix, coaching leaders and partners to deliver outcomes.
• Engagement with senior leadership to develop strategies to address the most comprehensive and complete set of transformation objectives capable of enabling delivery of Thrive & other strategic business objectives.
• Thought leadership: Keeps current on best practices and academic research papers to identify application for improvement in strategic planning protocols, standards, methodology, and procedures.
• Risk Control: Reviews the results of audits conducted during and after planning deliverables, and identifies new methods to assure compliance with proposed standards

Leadership & People Management

At Marsh, we believe that leadership is a mindset, not a title. It goes beyond title, tenure or role—every colleague has the ability to develop as a leader and the opportunity to be their best here. Unlocking our colleagues’ potential is certainly the way to unlock the company's potential.

• Inspire with vision and passion; Enhance what is considered possible. Address society’s challenges, shape our industries and set the agenda for what will matter. Challenge the status quo. Act as a catalyst for change, experiment with the new and move with pace.
• Unlock people’s potential: Build a diverse workforce where our people grow and thrive. Stretch them to exceed their expectations. Encourage new thinking and remove barriers to creativity. Develop other leaders and demonstrate cultural dexterity. Show self-awareness and continuous personal development.
• Display resilience, humanity & humility: Have the courage to be adaptable as times require, and the grit and determination to see things through. Build a culture of trust and inclusion. Have open dialogue. Listen and learn. Connect on a human level with empathy.
• Promotes diverse and inclusive workplace, recognizing that varied perspectives enhance innovation and decision-making. Builds a diverse workforce where our people grow and thrive, by demonstrating cultural competence and encouraging different perspectives.
• Builds a future ready team by developing a succession pipeline of leaders through candid feedback, coaching and mentoring. Develops colleagues and objectively promotes / retains top talent and addresses underperformance quickly and effectively.
• Promotes a positive and collaborative environment, by encouraging new and creative thinking. Strives to make Marsh the employer of choice, by displaying humanity and empathy. Cultivate a culture of accountability, innovation, and continuous learning.

Candidate Experience:

• 12+ years of experience in program/ project management, working on large and complex solutions aligned with the strategic vision of the organization
• 8+ years of experience working with, facilitating, and presenting to senior leadership
• Proven record of successful delivery of end-to-end transformation/complex / global projects, through all stages of project lifecycle
• Experience forming and leading multiple project teams delivering via SAFE or disciplined agile methodologies – structure/ processes/ tools/ capabilities/ culture
• Strong track record of independent leadership and influencing skills with ability to navigate matrix-based organizations, working across departments and levels and proven experience acting as a change agent within an international setting
• Strong financial acumen (budgets, forecasting, benefits/value tracking).
• Extensive experience of people leadership in project teams and demonstrated influencing experience for non-direct reports. Strong people management skills with a proven track record of effective delegation, motivation, and employee and customer satisfaction.
• Track record in attracting and building exceptional technology and business teams.
• Strong data management experience.
• Professional maturity in dealing with all levels of management and employees.

Essential Skills/Cultural dynamics:

• Pragmatic, data-led strategic thinking; ability to translate ambiguity into structured plans.
• Advanced stakeholder management, negotiation and influence without authority.
• Executive communication skills (clear, concise, decision-oriented).
• Strong analytical problem-solving and comfort with complex dependency management.
• Change leadership and organisational adoption expertise.
• Operations experience that intersects insurance and consulting
• Demonstrated ability in driving multiple simultaneous large-scale transformation programs across operations and IT in a global institution
• Strong commercial understanding of clients’ needs, with an understanding of innovative technology solutions and their business application (robotics, artificial intelligence, etc.) and ability to discuss and develop new products, processes and standards to support the business strategy.

Marsh Risk 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 Risk, visit marsh.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, civil partnership status, 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. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at [email protected].

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.