Business Process and Technical Manager

Marsh McLennan•Austin, TX

2d•Hybrid

About The Position

Marsh Risk is seeking a talented individual to join their Client Management Operations team. This role, based in Austin, TX, is a hybrid position requiring at least three days a week in the office. The focus will be on process optimization, reporting, data analysis, and project management within Client Management Operations, serving the US and Canada region. The role involves working closely with supervisors, managers, partners in Business and Client Services, Finance, client-facing colleagues, and internal stakeholders to support the efficient execution and growth of the Client Management Operations function.

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.