Global Program Manager

Marsh McLennan•New York, NY

2d•Hybrid

About The Position

The Global Program Manager for Client Management Operations will play a critical role in implementing and executing significant transformation programs. Reporting directly to the Global Head of Client Management Operations, you will shape and deliver large-scale, complex programs aligned with the global strategic transformation and change agenda, serving as a trusted advisor to leadership and driving Operational Excellence (OpEx) priorities.

Requirements

12+ years in program/project management on large, complex solutions aligned with organizational strategic vision.
8+ years experience working with, facilitating, and presenting to senior leadership.
Strong Commercial acumen – ability to identify where operations can enhance the client value proposition, keeping a client-centric focus
Proactive stakeholder management, strategic and tactical influencing skills
Experience in leading and driving transformation /change at scale and pace
Ability to lead in ambiguity - translate complexity to clear vision
Pragmatic approach to problem solving, aligned to client and business needs, operating with a sense of urgency
Team player, demonstrates strength in working collaboratively
Evidence of ability to innovate
Extensive people leadership experience managing mid-sized (3-8 person) project teams and influencing non-direct reports.

Nice To Haves

Project Management Methodology Certification and/or Lean Six Sigma Certification.
Operations experience intersecting insurance and consulting.
Project management experience in multi-cultural and multi-site environments.
Demonstrated ability to drive multiple simultaneous large-scale transformation programs across operations and IT globally.
Strong Commercial understanding of client needs, innovative technology solutions (robotics, AI, etc.), and ability to develop new products, processes, and standards supporting business strategy.

Responsibilities

Lead the design and execution of our client management strategy, in partnership with operations, technology, sales, distribution and practice teams, focused on increasing commercial opportunities and optimizing client retention strategies.
Leveraging the power of our client data to drive excellence in client service, end to end, across all of our value streams by leading the design and development of our client reference and preference data strategy, including development of key performance indicators for continuous improvement.
Advancing our aspiration to establish a globally consistent, differentiated colleague and client experience around transition management and client onboarding, committed to best practices and continuous improvement across all of our regions, which includes the following functions: Transition Management, Client Due Diligence, Internal Client Set-Up, Servicing Preparation / Client Profile completion, and Client Service Agreement coordination
Actively contribute to the technology strategy of the value stream, establishing change and adoption plans in partnership with regional leaders and ensuring consistency in solutions
Develop methods for implementing long-term project goals and objectives for highly complex and regional projects, prioritizing and driving transformation needs to deliver desired customer, colleague, operational, and financial outcomes.
Manage all project funds, develop and implement project plans covering resources, scope, schedule, cost, assumptions, and dependencies, and prepare global status reports while interfacing with stakeholders across seven regions.
Coordinate and communicate project activities with relevant stakeholders to ensure progress within time and budget constraints.
Provide tracking and next steps in initiative delivery to leaders and support project teams with expertise in process excellence, project management, facilitation, problem solving, and accelerating transformation and value creation.