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Claims Team Manager - Norwich




What can you expect?


To proactively manage, lead and coach a team to ensure delivery of Service Level Agreements and client satisfaction; support best practice through people development; implementation and management of new initiatives; adopt and promote Marsh values and behaviours and drive a positive collaboration across the business.


What you will be rewarded with:


We offer and embrace a hybrid working model that nurtures a collaborative working environment in the office 3 days per week allowing 2 days per week to be spent working on a remote basis.
Competitive Benefits Package including: 27 days annual leave, up to 4 days flexible bank holidays, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.
Generous Family Leave including: 6 months paid maternity leave, 4 months paid paternity leave, 6 months paid adoption leave plus shared parental leave options. To help ease the transition when you return to work you will be able to work 8 weeks at 80% of your normal work pattern and receive 100% of your normal salary.


We will rely on you to:


Oversee day to day operational activity of the team, managing and prioritising own and team workloads to meet deadlines and targets and maintain quality of service to Marsh and its clients.
Proactively manage team performance to achieve quality, compliance, and productivity targets.
Ensure team meets Marsh service level agreements, key performance indicators and business objectives through effective management of people and processes.
Build and maintain a positive and supportive team environment within department that encourages staff motivation and effectiveness.
Build, maintain and demonstrate own and teams comprehensive knowledge and understanding of Marsh and their clients business.
Share ideas, knowledge and experience.
Measure, analyse and report on teams productivity and progress against objectives.
Provide or facilitate training, coaching, guidance and assistance to colleagues as required.
Lead and/or contribute to internal and external meetings and projects as required.
Participate in internal and external audits as appropriate, including internal controls testing, ensuring any actions for improvement are addressed.
Manage the ongoing personal development, competency and performance of team members, addressing poor performance appropriately.
Build and maintain strong working relationships, utilising effective communication, with colleagues, clients and third parties, managing challenging situations effectively.
Proactively handle tasks in line with specific client requirements, departmental procedures and scope of role / limits of authority.
Instigate and oversee research and investigation to resolve issues and implement solutions to achieve the best possible outcome for clients and colleagues.
Contribute to, comply with and oversee internal and external management reporting requirements.
Ensure emerging risks are identified, assessed and captured within the appropriate risk register and escalated to senior management as required.
Take responsibility for own personal development and behaviours maintaining adherence to required training.
Support and promote offshore initiatives and contribute to effective management of shared operations, ensuring regular meetings take place and actions are addressed.
Contribute to and manage the impact and delivery of change.
Drive and support cross-functional business initiatives to achieve objectives and increase engagement and appreciation of inter-dependencies.
Communicate effectively at all levels, including business strategy and objectives.
Seek, identify and facilitate implementation of improvements to working practices or procedures, in line with Change Control protocols, where required.
Understand, promote and adhere to compliance/regulatory requirements, Safety, Health and Environment Policy and internal control mechanisms, procedures and protocols, ensuring team also comply.
Understand and ensure adherence to corporate Human Resources policies, instigating and developing tactical solutions for managing high absence levels, recruitment, disciplinary issues and under-achievement to a successful conclusion, liaising with Human Resources where appropriate.
Adopt and promote a Treating Customers Fairly approach within all aspects of day-to-day work and develop a team culture reflecting TCF principles.
Oversee day to day operational activity of Department in absence of senior manager as required and within limits of authority.


What you need to have:


Advanced workload management skills.
Advanced communication skills.
Influencing and negotiation skills.
Effective people management skills and experience.
Coaching and delegation skills.
Analytical problem-solving skills.
Experience of managing relationships within a customer service environment.
Effective resource management skills.
Ability to promote and adapt to change.
Working knowledge of insurance industry.


What makes you stand out:


CII Dip desirable





About us


Marsh is the worlds leading insurance broker and risk adviser. With more than 45,000 colleagues operating in more than 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 leading global professional services firm in the areas of risk, strategy and people. With annual revenue of over $20 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 (link removed), 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, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin colour, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at (e-mail removed)

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 based teams will identify at least one anchor day per week on which their full team will be together in person. 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.

#Hybrid