We are seeking a talented individual to join our Service Delivery Practice team, part of our Risk business at Marsh. This role will be based in Austin, Texas. This is a hybrid role that has a requirement of working at least three days a week in the office.
As the Office Leader for Marsh Austin, you will serve as the senior site and functional leader, responsible for building, scaling, and running a high-performing hub that supports the Marsh Risk US business. This hub includes the Service Delivery Practice, Insurance Operations, Technology, and business transformation capabilities such as quality assurance, continuous improvement, training, and project management.
You will also partner closely with Marsh global capability centers (GCCs) across Colombia, Warsaw, India, and KL to deliver a seamless, follow-the-sun service model and shared learning across the network.
This role blends executive people leadership with site general management. You will set the cultural tone, drive cross-functional collaboration, own the site P&L and real estate footprint, and ensure the center operates as a strategic extension of the business. Success means attracting top talent, delivering measurable business outcomes, and creating an inclusive workplace for Marsh Austin, the broader Capability Center, and global partners.
We will count on you for:
Functional & Operational Leadership
- Lead the strategy and day-to-day performance of service delivery, insurance operations, technology, QA, continuous improvement, training, and project management.
- Align local roadmaps and standards with Marsh enterprise and Marsh Risk US|Canada priorities, ensuring delivery commitments, quality, and business outcomes are met.
- Build a continuous improvement culture with clear KPIs, quality standards, and measurable productivity, client-experience, and operational gains.
Service Delivery Practice Coordination
- Provide site leadership across multiple reporting lines by setting priorities, removing blockers, and optimizing resource effectiveness.
- Serve as the primary site point of contact for client experience, service standards, performance reviews, and escalations.
- Support workforce planning, cross-team collaboration, and issue resolution to improve service delivery and SLA performance.
BCS Global Capability Center Coordination
- Partner with GCC leaders in India, Colombia, Warsaw, and KL to deliver a unified global service model.
- Standardize work allocation, handoffs, escalation paths, tooling, QA, and training across locations while respecting local requirements.
- Lead cross-center governance and reporting on program health, risks, controls, and remediation actions.
Culture, Engagement & Team Collaboration
- Set the cultural tone for the site and build a workplace where talent wants to join, stay, and grow.
- Partner with HR and business leaders on retention, development, DEI, and employee engagement initiatives.
- Lead listening, coaching, and knowledge-sharing routines that strengthen collaboration and consistency across teams.
Budget, Real Estate & Office Administration
- Own the annual site operating budget, including headcount, real estate, technology, vendor spend, and operating costs.
- Lead real estate planning, workplace strategy, facilities, vendor management, and business continuity.
- Ensure compliance with local regulations and oversee financial governance for QA tools, contracts, and third-party services.
Executive Partnership & Stakeholder Management
- Represent the Austin center to executive leaders, clients where appropriate, and cross-functional stakeholders.
- Report on site performance, risks, investments, and strategic opportunities with clear dashboards and concise updates.
- Influence policy, process, and training decisions, and lead cross-functional remediation for high-risk issues.
What you need to have:
- 15+ years of progressive leadership experience, including site leadership, operations leadership, or GM responsibility for a multi-functional team of 200+ employees.
- Experience leading or partnering with global capability centers or shared services organizations, ideally in a regulated industry such as insurance, brokerage, or financial services.
- Strong executive communication skills and experience managing budgets, real estate, headcount, and cross-functional stakeholders.
What makes you stand out:
- Experience scaling a capability center, shared services site, or new office.
- Exposure to Lean, Six Sigma, Agile, or other enterprise continuous improvement methods.
- Prior experience working with teams in India and/or Latin America.
Why join our team:
- We help you be your best through professional development opportunities, interesting work and supportive leaders.
- We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
- Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
Skills Required
- 15+ years of progressive leadership experience, including site leadership, operations leadership, or general manager responsibility for a multifunctional team of 200+ employees.
- Experience leading or partnering with global capability centers or shared services organizations.
- Strong executive communication skills and experience managing budgets, real estate, headcount, and cross-functional stakeholders.
- Experience scaling a capability center, shared services site, or new office.
- Exposure to Lean, Six Sigma, Agile, or other enterprise continuous improvement methods.
- Prior experience working with teams in India and/or Latin America.
Marsh McLennan Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Marsh McLennan and has not been reviewed or approved by Marsh McLennan.
-
Leave & Time Off Breadth — Leave offerings are described as generous, including sizable PTO, paid holidays, paid sick days, and additional time off such as paid volunteer time and “Summer days.” These time-off benefits are portrayed as a standout part of the overall rewards package.
-
Healthcare Strength — Healthcare coverage is characterized as comprehensive, spanning medical, dental, and vision options, with additional supports like disability and life insurance and access to mental health resources and an EAP. The breadth of plan options is positioned as a core strength of the benefits package.
-
Retirement Support — Retirement benefits are framed as solid, with 401(k) programs and employer matching frequently highlighted alongside other financial programs. Stock purchase options are also referenced as an additional wealth-building component of the total rewards mix.
Marsh McLennan Insights
What We Do
Marsh McLennan (NYSE: MMC) brings together nearly 78,000 experts in risk, strategy, and people across Marsh, Guy Carpenter, Mercer, and Oliver Wyman, serving clients in over 130 countries. Marsh enables enterprise worldwide by helping clients manage risks, transforming uncertainty into opportunity. Guy Carpenter helps clients grow profitably with reinsurance broking expertise, advisory services, and advanced analytics. Mercer helps organizations advance the health, wealth, and careers of their most vital asset — their people. Oliver Wyman’s expertise in strategy, operations, risk, and organization transformation changes what is possible for our clients, their industries, and society. Together, we combine a unique range of capabilities to help our clients solve problems, seize opportunities, and build lasting success in increasingly complex operating environments.
