Company:
Marsh
Description:
The Lead Insurance Operations Coordinator provides expert operational leadership across Insurance Operations, ensuring accurate, efficient, and timely delivery of insurance solutions and broker support services. The role manages daily workflows, resource planning, escalations, client and broker relationships, SLA performance, quality assurance, risk controls, and continuous improvement initiatives.
Key Responsibilities
- Manage daily operations, workflow allocation, resource planning, priorities, and backlog levels.
- Monitor team productivity and performance against agreed KPIs, SLAs, quality standards, turnaround times, and accuracy targets.
- Build strong relationships with brokers, clients, and internal stakeholders to understand requirements and improve service delivery.
- Act as a senior operational contact for escalated queries, complaints, service issues, and client-impacting matters.
- Lead stakeholder engagement sessions and support initiatives focused on improving the client experience.
- Manage SLA governance, including performance reporting, service reviews, breach analysis, root-cause analysis, and corrective actions.
- Coordinate quality assurance activities, including quality reviews, error tracking, calibration, control testing, and improvement actions.
- Identify, assess, document, and escalate operational risks, ensuring compliance with Professional Standards, policies, procedures, and regulatory requirements.
- Develop and manage action plans arising from KPI results, QA reviews, complaints, audits, risk assessments, and stakeholder feedback.
- Track action owners, deadlines, dependencies, outcomes, and escalations to ensure timely and sustainable completion.
- Analyze operational data to identify trends, recurring issues, training needs, process gaps, and opportunities to reduce rework.
- Provide coaching, mentoring, and technical support to Operations Executives on systems, documentation, reporting, procedures, SLAs, and quality standards.
- Prepare and present reports on productivity, SLA achievement, QA results, complaints, risks, escalations, and continuous improvement initiatives.
- Promote accountability, operational excellence, client focus, and continuous improvement across the Operations team.
What you need to have:
- Preferred Education: Bachelor’s Degree
- Minimum Experience: 5+ years, (3+ in insurance, financial, or professional services)
- Language Requirements: Must be fluent in English (spoken and written), only CV's in English will be considered.
- Very good knowledge of MS Word, Excel, PowerPoint, and Outlook
What makes you stand out?
- Experience in managing people and teams
- Strong communication skills working with leaders across all levels, effective verbal and written communication is key Explains practices, procedures and policies to reach agreement with others outside of the job area.
- Good organizational and time management skills to multi-task and work effectively under pressure to meet deadlines
- Managerial aptitude including strong desire to coach, mentor and develop the team you are supervising
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