Corporate Operations Manager - Certificates of Insurance (COI)

Marsh McLennan•Little Rock, AR

7d•$93,100 - $173,400•Hybrid

About The Position

Marsh McLennan Agency (MMA) is seeking a Corporate Operations Manager to lead the transition of the client-facing Certificates of Insurance (COI) process from servicing teams to their offshore operations team. This role is crucial for identifying suitable work for offshore support, designing effective transition solutions, and ensuring operational readiness for successful implementation and stabilization. The position demands deep expertise in Property & Casualty insurance, including issuing Certificates of Insurance, reviewing client contracts and insurance requirements, and interpreting coverage language for accurate and compliant certificate handling. The Corporate Operations Manager will collaborate closely with servicing teams, operational leaders, and offshore partners to ensure a seamless transition while upholding service quality, client experience, and process integrity.

Requirements

College degree or equivalent education, training, and work-related experience
Seven or more years of Property & Casualty insurance experience required
Demonstrated in-depth experience issuing Certificates of Insurance in a client-facing environment
Strong knowledge of contract review, insurance requirements, and coverage interpretation
Experience supporting or leading operational transitions, process improvement, or service delivery initiatives
Strong understanding of service quality, risk awareness, and process controls in insurance operations
Leadership experience with the ability to influence and coordinate across servicing teams, business stakeholders, and offshore partners
Highly effective written, verbal, communication, and facilitation skills
Proven ability to act with responsiveness, urgency, and professionalism while managing multiple priorities and driving results
Strong documentation and process management skills, including SOP and knowledge article development
Ability to provide strategic input while also executing detailed implementation and transition activities

Nice To Haves

Experience working with or supporting offshore operations teams preferred
Knowledge of insurance specific systems and applications

Responsibilities

Conduct discovery for Certificates of Insurance work identified for offshore transition
Assess current-state COI workflows, servicing activities, and client-facing requirements to support transition planning
Support solutioning for transition design, service readiness, and offshore role alignment
Lead implementation activities and transition coordination for the offshore COI process
Provide subject matter expert support during setup, go-live, and stabilization
Review contracts and insurance requirements to help define process expectations, risk considerations, and offshore handling guidelines
Interpret coverage requirements and support process design for accurate certificate issuance
Monitor BAU performance, service quality, process adherence, and client service outcomes
Create and maintain SOPs, job aids, process maps, and knowledge articles related to COI issuance and servicing
Enable training and knowledge transfer for offshore teams to ensure readiness and sustained performance
Support system conversions, workflow updates, and process changes impacting the COI function
Drive standardization, efficiency, and continuous improvement across the certificate process
Manage stakeholder communication for assigned processes and transition milestones