Corporate Operations Manager - Certificates of Insurance (COI)
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 responsible for identifying suitable work for offshore support, designing effective transition solutions, and ensuring operational readiness for successful implementation and stabilization. The position requires deep expertise in Property & Casualty insurance, including issuing Certificates of Insurance, reviewing client contracts and insurance requirements, and interpreting coverage language. The Corporate Operations Manager will partner closely with servicing teams, operational leaders, and offshore partners to ensure a smooth transition while maintaining 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
Benefits
- Generous time off, including personal and volunteering
- Tuition reimbursement and professional development opportunities
- Hybrid work
- Charitable contribution match programs
- Stock purchase opportunities
- Health and welfare benefits
- 401K savings and other retirement programs
- Employee assistance programs
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
