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Insurance Operations Supervisor

4 months ago

Phoenix, Arizona, United States Marsh Full time

We are excited to announce that our Marsh Affinity teams are expanding to the Southwest If you are passionate about the transportation industry and want to be part of a dynamic and innovative organization, we invite you to apply today

Marsh is seeking candidates for the following position based in the Phoenix, Arizona office (hybrid, with 3 days a week in the office):

Supervisor – Insurance Operations

Marsh's Insurance Operations is responsible for the day-to-day delivery of the company's insurance solutions. We provide administrative and technical support to client-facing brokers and provide support to clients by responding to insurance transaction queries. An Insurance Operations Supervisor is a seasoned leader who guides a client-facing team, making sure they are productive and meeting objectives, and helping them to resolve the more difficult issues they face.

What can you expect?

  • You will supervise a team who supports our clients by taking inbound calls from new and existing ICs, emails, and assist with new enrollments, policy changes, coverage questions and settlement (billing) issues
  • You will build relationships with Marsh colleagues from multiple offices and drive continuous improvement for the department as well as the company
  • Maintain strong relationships with key stakeholders in the geography and be viewed as a strategic partner​
  • Be responsible for communicating feedback within your team and supported offices, identifying trends, evaluating/resolving any escalated service issues, and playing a key role in the growth of the department
  • Own the implementation of account management strategies for Marsh programs; this includes understanding insurance processes and reducing operational risk for the organization
  • You will speak to leaders and collaborate with client teams who are remote, so effective verbal and written communication is key

What is in it for you?

  • Be part of a fast-growing and respected team and engage with other areas of Marsh business to understand the full scope of client relationships and services
  • Opportunity to expand and grow your industry experience and knowledge
  • Flexible work opportunities to ensure a healthy work/life balance
  • A culture of internal mobility, diversity, and inclusion, in a collaborative environment
  • Competitive pay and a full benefits package, starting Day 1 (Medical, Dental, Vision, Short- and Long-Term Disability, Life Insurance, Employee Stock Purchase program, tuition reimbursement, and a generous paid time-off allowance); plus a 401k with a fixed company contribution AND a company match, after one year of service

We will count on you to:

  • Provide day-to-day oversight and people management of a team of Account Managers and Processors, fostering a mindset focused on the function's value proposition and ensuring a productive and engaged team
  • Manage, lead, and coach colleagues to achieve internal KPIs and client satisfaction for Marsh Affinity programs
  • Partner with other team members and stakeholders to identify continuous improvement opportunities
  • Manage escalated calls, complaints, questions, and queries as necessary and oversee the complaints management system and quality of communications with client-facing colleagues to ensure the receipt of accurate and timely advice on internal inquiries
  • Manage resource planning, monitor workflows, oversee day-to-day operational activities and measure and report on team productivity and individual performance while providing feedback and coaching for managers and non-managers to ensure a productive and engaged team

What you need to have:

  • 5+ years of total work experience, with 3+ years in insurance (ideally in Commercial Lines insurance)
  • Experience with change management to prepare, equip, and guide teams to make organizational changes in the way work will be done
  • Managerial aptitude – desire to coach, mentor, and develop the team you are supervising
  • Resourceful self-starter, with the ability to bring solutions and ideas to the firm, and good organizational and time management skills to multi-task and work effectively under pressure to meet deadlines
  • Intermediate Microsoft Office proficiency – knowledge of basic Excel formulas and pivot tables; PowerPoint and Outlook

What makes you stand out?

  • Client onboarding and/or related insurance industry subject matter expertise
  • Bilingual (English/Spanish) preferred
  • Bachelor's degree preferred

Marsh is the world's leading insurance broker and risk adviser. With more than 45,000 colleagues advising clients in over 130 countries, Marsh serves commercial and individual clients with data-driven risk solutions and advisory services. Marsh is a business of Marsh McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people. With annual revenue of $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. For more information, visit , follow us on LinkedIn and Twitter.

Marsh McLennan is committed to embracing 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, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting

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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