Marsh is seeking candidates to join our Claims Service Team based in the Mumbai office. This is a hybrid role that requires working in the office at least three days a week.
Senior Manager Claims Service
What can you expect
The manager leads continuous training initiatives to enhance claims skills within the CoE and acts as the primary liaison between onshore broking and claim teams and the offshore Mumbai CoE, fostering strong business relationships. They ensure effective stakeholder engagement, manage escalations, and drive collaboration to support seamless claims operations and service excellence.
We will count on you for:
Continuous Training and Skill Development
- Implement, and oversee continuous, accessible training programs tailored to the evolving needs of the CoE.
- Ensure training initiatives lead to measurable improvements in claims handling capabilities and overall skill enhancement.
- Monitor and evaluate technical and non-technical training effectiveness, adapting programs to address skill gaps and emerging business requirements.
- Develop, monitor and evaluate processes around competency matrix, NPS and audits, to align CoE & onshore deliverables.
Business Engagement and Collaboration
- Act as a key liaison between onshore broking and claims teams and the offshore Mumbai CoE team to foster strong, collaborative relationships.
- Facilitate regular communication and engagement forums to align objectives, share knowledge, and resolve operational challenges.
- Strengthen partnerships with internal stakeholders to support seamless claims processing and service delivery.
- Facilitate closer engagement with key stakeholders to understand business needs and expectations.
- Act as an escalation point for brokers who proactively manages escalations, complaints, and service issues, ensuring timely resolution and continuous service improvement.
- Evaluate internal, external and feedback to identify areas of improvement and address those with effective coaching and development of CoE teams.
- Provide regular reporting and feedback to leadership on operational performance and stakeholder satisfaction.
Operational Efficiency and Quality Assurance
- Assist in implementing PAC claims standards in consultation with all relevant stakeholders
- Work with Leaders to identify opportunities to enhance operational workflows and resource utilization within the CoE.
- Implement best practices and quality standards to maintain high levels of claim service delivery.
- Support continuous improvement initiatives that drive efficiency and client-centric outcomes.
- Oversee the central depository of core claims procedures and documentation on the intranet (Inside Marsh)
- Implement a knowledge base with centralized training calendar to track completed and pending trainings, incorporating completed trainings
- Develop digital onboarding training modules covering system use, policy basics, and basic claims handling for scalable learning.
- Acts as advocate for the client and determines commercial/technical responses within authorities to insurer's coverage denials
- Create new or improved solutions for growth and improvement that aligns CoE output and service with onshore teams.
- Responsible for ensuring a robust audit and reporting process within CoE
- Prepares routine and ad hoc performance reports and drives actionable plans
- Presents quarterly and/or annual reviews.
What you need to have:
- Relevant tertiary qualification in Business, Insurance, or related field preferred.
- Experience and high competency in claims management, business relationship management, or resource upskilling roles.
- Familiarity with offshore team management and cross-cultural collaboration is highly desirable.
Professional Accreditation/Membership
- Tier 1;
- Senior Associate member of ANZIIF.
Educational Requirements
- Diploma Financial Services or Bachelor's degree;
- Studying towards Graduate Diploma Financial Services;
- Undertake Company-directed compliance training.
What makes you stand out
- Excellent Communication Skills both written & verbal
- Executive presence that conveys composure and confidence in all situations
- Strong analytical, research and problem-solving skills, attention to details
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.
Marsh Risk 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 $24 billion and more than 90,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Marsh Risk, visit marsh.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.
