Business Process and Technical Manager

Marsh McLennan • Austin, TX

6d • Hybrid

About The Position

Marsh Risk & Insurance Services is seeking a talented individual to join our Client Management Operations team. This role will be based in our Austin, TX. This is a hybrid role that has a requirement of working at least three days a week in the office. This role will focus on process optimization, reporting, data analysis, and project management within Client Management Operations, including new client onboarding, client service agreement, annual client review functions serving the US and Canada region. You will work closely with the Client Management supervisors and managers, partners in Business and Client Services (Operations, Technology, Data), Finance, client-facing colleagues in service and brokerage roles, and internal stakeholders to enable the team to execute efficiently as the Client Management Operations function continues to evolve and grow.

Requirements

• 5+ years related or relevant experience.
• Experience in process mapping and process design.
• Experience in design and implementation of reporting and dashboard solutions.
• Experienced in leading change management across operational teams co-located across multiple sites in multiple geographies.
• Proficiency in creating and managing a SharePoint environment, Microsoft Power Apps, Power BI, Power Automate, and other Microsoft data and productivity tools.

Nice To Haves

• Experience with process improvement tools, techniques, and methodologies.
• An inquisitive mind that is not afraid to question current ways of thinking.
• Ability to manage and execute multiple complex initiatives simultaneously.
• Possess highly effective communication skills with an ability to collaborate in a complex, matrixed environment.
• Ability to influence others and gain buy-in for strategic initiatives.
• Experience leveraging AI to solve problems and enhance efficiency.

Responsibilities

• Partner with operational teams to analyze current business processes and challenges and create strategic and tactical solutions and changes to improve operational efficiency, compliance, and quality.
• Provide subject matter expertise on all operational workflow processes, including establishing new tools and processes that align with the teams current needs, future growth plans, and is aligned to cross-functional processes and adjacent technologies.
• Design and implement a quality assurance program that delivers team leaders scoring and insights to enable high quality team performance. Through this QA program identify process improvement opportunities and/or adverse customer impacts and develop action plans to resolve.
• Own, develop and refine departmental policies and procedures, including creating new P&P, maintaining P&P approvals and repositories, and ensuring all teams have access to and follow all P&P.
• Contribute to design and implementation of digital and AI solutions to improve efficiency and deliver timely and high-quality output for external clients and internal stakeholders.
• Leverage reporting to analyze trends, identify continuous improvement opportunities and communicate findings to leaders and stakeholders.
• Project manage initiatives or work streams within the team, lead decision-making processes required to move projects along, and ensure steady and agreed-upon progress on assigned initiatives. Projects can be complex and span months or years.

Benefits

• 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, 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 [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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed