Supervisor, Insurance Operations - Austin

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Job description

Customer and client expectations are constantly evolving. Companies are merging at historic rates. Technology is developing faster than the market can keep up with. So what competitive advantage is left? The answer: People. At Marsh, our people are the only irreplaceable assets, the ones who will make the difference now and for years to come.

Marsh is seeking candidates for the following position based in the Austin Lakeline office (hybrid, with 3 days a week in the office):

Insurance Operations Supervisor

What can you expect?

You will lead a best-in-class experience through focusing on the customer, risk mitigation, efficiency, program growth, and customer retention

You will supervise a highly skilled team who support our client-facing colleagues with renewal coordination and document creation

You will build relationships with Marsh colleagues from multiple remote offices and drive continuous improvement for the department as well as the company

You will work closely with the Account Coordinator Manager and be responsible for communicating feedback within your team and supported offices, identifying trends, evaluating/resolving any escalated service issues, and playing a key role in the growth of the department

You will attend a robust training program of classroom, side-by-side, and on-the-job training; we will provide the required insurance knowledge to be successful while learning our systems

What is in it for you?

Competitive pay and a full benefits package, starting Day 1 (Medical, Dental, Vision, Short- and Long-Term Disability, Life Insurance, Employee Stock Purchase program, tuition reimbursement, and a generous paid time-off allowance); plus a 401k with a fixed company contribution AND a company match, after one year of service

A culture of internal mobility, diversity, and inclusion, in a collaborative environment

Opportunities to get involved with resource groups, guest speaker lectures, career development events, volunteering, social activities, and more

Flexible work opportunities to ensure a healthy work/life balance, and a convenient North Austin location near the Lakeline MetroRail station, with onsite amenities like a free fitness room, showers, indoor bicycle storage, jogging trails, and onsite food service

We will count on you to:

Provide day-to-day oversight and people management of a team of Account Coordinators and Account Representatives fostering a mindsetfocused on the function's value proposition

Manage, lead, and coach colleagues to achieve internal KPIs and client satisfaction for Marsh Affinity programs

Own the implementation of account management strategies for Marsh programs; this includes understanding commercial insurance processes and reducing operational risk for the organization

Maintain strong relationships with key stakeholders in the geography and be viewed as a strategic partner, and partner with other team members and stakeholders to identify continuous improvement opportunities

Manage escalated calls, complaints, questions, and queries as necessary and oversee the complaints management system and quality of communications with client-facing colleagues to ensure the receipt of accurate and timely advice on internal inquiries

What you need to have:

5+ years of total work experience, with 3+ years in insurance or financial services

Experience in Commercial Lines Insurance

Experience with change management to prepare, equip, and guide teams to make organizational changes in the way work will be done

Intermediate Microsoft Office proficiency - knowledge of basic Excel formulas, pivot tables, PowerPoint and Outlook

What makes you stand out?

Managerial aptitude - desire to coach, mentor, and develop the team you are supervising

Bachelors degree preferred

Soft skills: ability to build strong relationships and build rapport with internal colleagues and carriers; ability to achieve outcomes by collaborating with stakeholders

Client Onboarding and/or related insurance industry subject matter expertise

Marsh is the worlds leading insurance broker and risk adviser. With more than 45,000 colleagues advising clients in over 130 countries, Marsh serves commercial and individual clients with data-driven risk solutions and advisory services. Marsh is a business of Marsh McLennan (NYSE: MMC), the worlds leading professional services firm in the areas of risk, strategy and people. With annual revenue of $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. For more information, visit (link removed), follow us on LinkedIn and Twitter.

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, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting (e-mail removed)

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.

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