Austin Office Head

Marsh McLennan•Austin, TX

2d•Hybrid

About The Position

We are seeking a talented individual to join our Service Delivery Practice team, part of our Risk business at Marsh. This role will be based in Austin, Texas. This is a hybrid role that has a requirement of working at least three days a week in the office. As the Office Leader for Marsh Austin, you will serve as the senior site and functional leader, responsible for building, scaling, and running a high-performing hub that supports the Marsh Risk US business. This hub includes the Service Delivery Practice, Insurance Operations, Technology, and business transformation capabilities such as quality assurance, continuous improvement, training, and project management. You will also partner closely with Marsh global capability centers (GCCs) across Colombia, Warsaw, India, and KL to deliver a seamless, follow-the-sun service model and shared learning across the network. This role blends executive people leadership with site general management. You will set the cultural tone, drive cross-functional collaboration, own the site P&L and real estate footprint, and ensure the center operates as a strategic extension of the business. Success means attracting top talent, delivering measurable business outcomes, and creating an inclusive workplace for Marsh Austin, the broader Capability Center, and global partners.

Requirements

15+ years of progressive leadership experience, including site leadership, operations leadership, or GM responsibility for a multi-functional team of 200+ employees.
Experience leading or partnering with global capability centers or shared services organizations, ideally in a regulated industry such as insurance, brokerage, or financial services.
Strong executive communication skills and experience managing budgets, real estate, headcount, and cross-functional stakeholders.

Nice To Haves

Experience scaling a capability center, shared services site, or new office.
Exposure to Lean, Six Sigma, Agile, or other enterprise continuous improvement methods.
Prior experience working with teams in India and/or Latin America.

Responsibilities

Lead the strategy and day-to-day performance of service delivery, insurance operations, technology, QA, continuous improvement, training, and project management.
Align local roadmaps and standards with Marsh enterprise and Marsh Risk US|Canada priorities, ensuring delivery commitments, quality, and business outcomes are met.
Build a continuous improvement culture with clear KPIs, quality standards, and measurable productivity, client-experience, and operational gains.
Provide site leadership across multiple reporting lines by setting priorities, removing blockers, and optimizing resource effectiveness.
Serve as the primary site point of contact for client experience, service standards, performance reviews, and escalations.
Support workforce planning, cross-team collaboration, and issue resolution to improve service delivery and SLA performance.
Partner with GCC leaders in India, Colombia, Warsaw, and KL to deliver a unified global service model.
Standardize work allocation, handoffs, escalation paths, tooling, QA, and training across locations while respecting local requirements.
Lead cross-center governance and reporting on program health, risks, controls, and remediation actions.
Set the cultural tone for the site and build a workplace where talent wants to join, stay, and grow.
Partner with HR and business leaders on retention, development, DEI, and employee engagement initiatives.
Lead listening, coaching, and knowledge-sharing routines that strengthen collaboration and consistency across teams.
Own the annual site operating budget, including headcount, real estate, technology, vendor spend, and operating costs.
Lead real estate planning, workplace strategy, facilities, vendor management, and business continuity.
Ensure compliance with local regulations and oversee financial governance for QA tools, contracts, and third-party services.
Represent the Austin center to executive leaders, clients where appropriate, and cross-functional stakeholders.
Report on site performance, risks, investments, and strategic opportunities with clear dashboards and concise updates.
Influence policy, process, and training decisions, and lead cross-functional remediation for high-risk issues.