Lead Specialist - Insurance Operations

We are seeking a talented individual to join our Insurance Operations team at MMA (Marsh McLennan Agency), a Marsh business. This role will be based in Gurugram. This is a hybrid role that has a requirement of working at least three days a week in the office.

Lead Specialist – Insurance Operations (Individual Contributor) 

This role provides an opportunity to showcase skills while building a strong understanding of the insurance broking lifecycle, enhancing domain knowledge, and contributing improvement ideas for work that has recently transitioned (or is upcoming). New colleagues to the service line will receive business insights, an overview of team dynamics and the operating model, along with clarity on roles and responsibilities at each level and stakeholder expectations. The role partners with key stakeholders across business and functions to identify development needs, design and deliver timely training through the right channels in a consistent and engaging way, ensure new joiners are equipped with process nuances for a smooth transition into the process, and maintain agreed process SLAs and quality standards.

We will count on you to: 

• Our team is new but growing at fast pace with a vast diversity in the experience that each colleagues has i.e. campus and professionals from either insurance sector or different industry – ensure these colleagues understand the Organizations culture and services which are integral part of Insurance broking lifecycle 

• Be an integral part of the team, play a key role in building and transitioning functional capability to the service centre, address any knowledge related queries, cement the learning gaps (if any) and conduct regular refreshers to check the retention levels of learnings provided 

• Ensure adherence to monthly tests to evaluate colleagues a regular intervals 

• Identify best practices that are followed across the industry and tailor them as per our needs 

• Supports the senior leaders in the development of core content and execution strategy for process efficiencies and strategic outcomes.  

• Develop and identify problem areas in process and develop preventive measures 

• Determines best method and channel to address various training needs. 

• Ensure adherence to performance matrix  

• Drive team performance and delivery quality results  

• Maintain business SLA and quality needs of the process 

• Ensure adherence of self and team to RTO expectation 

• Highlight process challenges in a timely manner  

• Liaison with deputy managers and drive results  

• Maintain staffing and forecasting needs of process  

• Identify opportunities of learning in process and tag preventive measures          

• Analyze root cause of issue and form action plans.  

• Lead and ensure deadlines are met E 

• Ensure conflicts if any, are resolved 

• Compliance, Regulatory and Procedural Responsibilities 

• Ensure that all statutory regulations and company procedures are followed to protect clients, colleagues and the business interest of the company 

• Appropriate usage of Marsh Speciality's systems to monitor, record and retain information 

• Demonstrate clear understanding of regulatory requirements 

• Proactively ensures compliance with regulatory and risks framework 

• Adheres to policies, guidelines and operating procedures 

• Keeps own knowledge and expertise up to date and relevant 

• Identifies and evaluates risks appropriately. Recognises how own actions impact on compliance  

What you need to have:       

• 4+ years of experience in Lead the team in training, quality control, and coaching to enhance team performance 

• Preferred - US insurance industry and process experience (Loss run/Loss Summary transactions)

• Strong verbal and written communication skills for effective collaboration with team members and stakeholders. 

• Proven ability to train and mentor team members, promoting accountability and ownership. 

• Experience in leading training, quality control, and coaching to enhance team performance. 

• Competency assessment completion by management to ensure comprehensive task understanding. 

• Skilled in developing, amending, and improving Standard Operating Procedures (SOPs). 

• Effective workload management and task processing to meet turnaround times per SOP. 

• Proficient in identifying issues and implementing timely solutions. 

• Ability to thrive in a fast-paced environment and adapt to changing priorities. 

• Strong time management, attention to detail, organizational, prioritization, and multi-tasking skills. 

• Good understanding of the insurance industry (Loss run/Loss Summary transactions)

• Proficient in Microsoft Office (Word, PowerPoint, Excel). 

• Quick learner with adaptability to technology (e.g., Sagitta, BenefitPoint, Epic, ImageRight, CSR-24, Indio, Smartsheet). 

• Possession of a P&C Brokers License or willingness to obtain. 
• Should be comfortable with 2:30 pm -11:30 pm and 6.30 pm – 3.30 am

What makes you stand out: 

• Excellent Program Management skills 

• Experience in designing development programs 

• High expertise in facilitating development programs 

• High attention to detail 

• Engaging with crowd and identifying areas where assistance is required 

• Being competent in one of the Marsh US processes 

• Any Insurance related certification  

Marsh McLennan Agency is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Marsh McLennan Agency, visit marshmma.com, or follow us on LinkedIn and X. 

Marsh 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, caste, 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 color, or any other characteristic protected by applicable law.

Marsh 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 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.