Insurance Operations Manager

The ideal candidate will be responsible for overseeing insurance operations, ensuring compliance with regulatory requirements, and enhancing operational efficiency. This role requires a strong understanding of fiduciary responsibilities, excellent leadership skills, and the ability to collaborate effectively with various stakeholders.

We will count on you to:

• Manage Service Level Agreements (SLAs) on accuracy, productivity, and turnaround time (TAT) in accordance with agreed standards with internal and external stakeholders to ensure smooth and efficient deliveries.
• Maintain day-to-day stakeholder interactions and develop relationships with first-line managers of operating companies for a constant flow of information on performance (daily, weekly, monthly), exceptions, expectations, forecasts, process changes, and improvement plans.
• Effectively manage available resources (people and processes) to ensure operational efficiency.
• Perform capacity analysis, monitor, and manage team workload and capacity to ensure the team meets quality standards.
• Assess team competencies, potential, and performance levels to create and implement development and engagement plans that address current and future skill requirements, while setting goals, providing timely and objective feedback, and identifying skill and competency gaps to develop tailored learning plans for team members.
• Maintain performance on risk and compliance by identifying areas for improvement in operational risk, reporting and highlighting exceptions related to processes, people, and policies, and escalating decisions on similar exceptions as necessary.
• Undertake ad-hoc assignments and other tasks as directed by Regional and Local offices.
• Manage and be responsible for system implementation and Business Process Improvement projects.
• Help oversee Census, Billing, Accrual & Invoicing processes
• Monitor reconciliation of premiums, commissions and fees and manage collection activities with clients and insurers in a timely manner to prevent long outstanding transactions
• Track and monitor outstanding collections to prevent bad debt provisioning
• Conduct and prepare debt analysis and forecasts for management review
• Understand and improve on Days Receivable Outstanding (DRO) and Time to Invoice (TTI)
  
  

What You Need to Have:

• Minimum of 8 years of working experience, with at least 3 years in a supervisory/managerial role
• Experience in operations within the insurance/financial services sector, with a proven track record in service delivery
• Strong knowledge of the Invoice to Cash process and experience dealing with regional/onshore stakeholders
• Experience in end-to-end credit control and accounts receivable processes within the insurance/insurance broking industry
  
  

What Makes You Stand Out:

• Excellent command of spoken and written English.
• Strong analytical ability, decision-making, planning, and organizing skills.
• Effective communication, influencing, and negotiation skills.
• Proven resource management, leadership, and people management capabilities.
• Ability to work well under pressure and handle a heavy workload.
• High proficiency in Microsoft Office Suite.
• Experience in Insurance and Finance Operations.
• Experience in Process Improvement, Change Management, or Project Management is a plus.
  
  

Why join our team:

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package, including health, dental, and retirement plans.
• Opportunities for professional development and career advancement.
• A collaborative and inclusive work environment.
  
  

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

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