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Operations Supervisor
Austin, TX 78701 - Hybrid
Must be a US Citizen or Green Card holder. - NO EXCEPTIONS
This is a Onsite 12 Month Contract - NO C2C - NO EXCEPTIONS
NOTE: Commercial Lines Insurance experience is a MUST HAVE for this role.
Onsite: Training onsite daily; would move to hybrid model once training is complete. This position based in the Austin Lakeline office.
Job Profile Description
Manages resource planning, monitors workflows, oversees day-to-day operational activities and measures and reports on team productivity and individual performance while providing feedback and coaching for managers and non-managers to ensure a productive and engaged team.
Leads and/or participates in stakeholder engagement sessions and works in partnership with brokers on identified initiatives to improve the client experience and garner a better understanding of the needs and expectations of both internal and external clients.
Maintains a controlled risk environment, ensures emerging risks are identified, assessed and formally reported and ensures all colleagues are compliant with business Professional Standards and Operation team Policies and Procedures.
Manage escalated calls, complaints, questions, and queries as necessary and oversees the complaints management system and quality of communications with client facing colleagues to ensure the receipt of accurate and timely advice on internal enquiries.
Provide coaching/mentoring and support to Operations team Executives on all systems, documentation, and reporting.
Operations Supervisor
Client is the worlds largest insurance brokerage, and we strive to offer our clients innovative solutions to manage risk more effectively. With more than 30,000 employees worldwide and operations in more than 130 countries, we are looking for talented professionals who want to make a difference and develop skills for success in a fast-changing environment.
We are seeking Operations Supervisors to join us as we scale up our growing Account Coordination department based in our Austin office. This opportunity will open the doors to a career with one of the leading global insurance brokerage and risk management firms during an exciting time of expansion and transformation.
What can you expect?
You will supervise a highly skilled team of up to 10 Account Coordinators who support our client-facing colleagues with renewal coordination and document creation
You will build relationships with Marsh colleagues from multiple remote offices and drive continuous improvement for the department as well as the company
You will work closely with the Account Coordinator Manager and 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
You will attend a robust training program of classroom, side-by-side, and on-the-job training; we will provide the required insurance knowledge to be successful while learning our systems
We will count on you to:
Supervise a team of up to 10 Account Coordinators to ensure the consistency, quality, and accuracy of work being completed
Collaborate directly with remote members of our client support team to provide excellent client service
Manage a small group of clients to remain current
Continuously identify areas for process improvement to increase efficiencies as well as participate, monitor and/or oversee the initiatives
Manage and lead team members on a day-to-day basis to ensure service levels are met, measure and analyze team productivity, and manage and prioritize the teams workload to ensure high-quality outcomes
Coach team members to develop them into effective, successful high performers
Lead and/or participate in stakeholder engagement sessions and work in partnership with client teams to improve the client experience
Maintain adequate staffing and build talent bench strength
Actively engage in the overall on-boarding process, including interviews of new hires up through the time colleagues are fully integrated into production
Remain current by understanding and following all Marsh compliance, professional, and transparency standards
What you need to have:
Strong communication skills - you will speak to leaders and collaborate with client teams who are remote, so effective verbal and written communication is key
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, pivot tables, PowerPoint and Outlook
Managerial aptitude - desire to coach, mentor, and develop the team you are supervising
Ability to work and adjust in a fast-paced and dynamic environment as needed in order to support the needs of the business
What makes you stand out:
5+ years of total work experience, with 3+ years in insurance or financial services
3 years prior lead/supervisory experience preferred
Bachelors Degree
Experience 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
Required Knowledge, Skills, and Abilities: (Companies ATS Questions):
1. Do you have 5+ years of total work experience, with 3+ years in insurance or financial services
2. Do you have a Bachelors Degree
3. Do you have experience in Commercial Lines Insurance
4. Do you have Experience with change management to prepare, equip, and guide teams to make organizational changes in the way work will be done.
5. Do you have 3 years prior lead/supervisory experience.
6. Must be a US Citizen or Green Card holder.
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