Senior Specialist - Operations Management

Marsh McLennan•Toronto, ON

5d•CA$83,800 - CA$133,800•Hybrid

About The Position

The Canada Client Management Operations Senior Specialist - Operations Management is the single point of contact for the Client Management Operations (CMO) function in Canada. The Client Management Operations (CMO) function includes timely, accurate client onboarding, maintenance of client commitments, execution of service agreements, and completion of financial crime screenings. This role drives adoption of CMO services across client-facing business teams, ensures high-quality operational delivery in partnership with our Global Capability Center (GCC), and identifies and leads continuous improvement initiatives that increase efficiency, reduce risk, and improve the client and colleague experience.

Requirements

Bachelor’s degree in Business, Finance, Insurance, Operations Management, or related field (or equivalent experience).
7+ years of relevant experience in client operations, service delivery, or business engagement — ideally within the insurance/financial services sector.
Demonstrated ability to influence and engage senior stakeholders across functional areas without direct reporting lines.
Strong operational mindset with experience measuring and managing KPIs, SLAs, and performance dashboards.
Excellent verbal and written communication and presentation skills; able to present to senior leadership.
Strong problem solving and project/priority management skills; ability to manage multiple initiatives concurrently.
Comfortable working in partnership with offshore/GCC teams and operating in a hybrid in‑office environment.

Nice To Haves

Experience with client onboarding, client lifecycle management, or similar insurance operations functions.
Experience working with global/shared service centers (GCC/offshore) and driving improvements across distributed teams.
Demonstrated continuous improvement experience (Lean, Six Sigma, process mapping).
French language skills (spoken/written) or other Canadian official language skills.
Prior experience in a matrixed, regulated environment with governance and compliance responsibilities.

Responsibilities

Serve as the trusted strategic partner and primary liaison to Canada business leaders, BCS colleagues, and cross-functional partners (Legal, Finance, Compliance).
Develop and execute an engagement plan that increases business adoption of Client Management Operations services and raises awareness of capabilities and SLAs.
Build and sustain relationships across client‑facing teams to anticipate needs, surface issues, and embed CMO into business workflows.
Act as the escalation point for operational issues and collaborate with stakeholders to reach timely resolutions.
Monitor and report against key operational KPIs (e.g., onboarding turnaround, service agreement execution, completion of financial crime screenings, SLA compliance).
Partner with the GCC and internal leads to ensure consistent, timely, and accurate delivery of services across Canada.
Coordinate remediation where service gaps exist and lead root-cause analysis for recurring issues.
Identify, prioritize, and drive process improvements and automation opportunities that reduce manual effort and improve outcomes.
Partner on the design and implementation of Canada-specific enhancements to Global CMO practices where appropriate.
Lead change management activities for new processes or tools, including communications, training coordination, and adoption tracking.
Maintain oversight of governance, controls, and compliance activities affecting client onboarding and servicing.
Prepare and present regular performance updates, insights, and recommended actions to BCS leadership and business stakeholders.
Ensure issues, complaints, and operational risks are logged, tracked, and resolved in line with internal policies.
Influence outcomes by working cross-functionally and leveraging strong stakeholder management skills—this role does not have direct reports.
Coordinate with offshore/nearshore teams and other regional leads to align priorities and service levels.