We are seeking a talented individual to join our Quality Assurance team at Marsh. This role will be based in Mumbai. This is a hybrid role that has a requirement of working at least three days a week in the office.
Senior Manager Insurance Operations (Quality Assurance) (Grade E)
The Quality Review Manager leads the design, execution, and continuous improvement of the quality review program for insurance operations. This role ensures adherence to regulatory requirements, internal standards, and client experience objectives while driving efficiency and coaching teams to achieve high performance.
We will count on you to:
- Develop and implement the enterprise-wide quality review strategy for all insurance operations functions (e.g., placement, proof of insurance, surplus lines, contract review and policy admin).
- Define quality standards, scoring rubrics, audit methodologies, sampling plans, and validation processes.
- Establish a scalable QRM framework, including dashboards, KPIs, baselines, targets, and trending analyses.
- Lead the creation and governance of Quality Review Playbooks, standard operating procedures (SOPs), and training curriculum.
- Partners with BCS functional leaders, client teams, IT, and Training to ensure alignment with regulatory requirements (e.g., LIHT, NAIC guidelines, state-specific rules) and internal controls.
- Manage the Quality Review Analyst and Supervisor teams; recruit, mentor, and develop talent; assign work and monitor performance.
- Drive continuous improvement initiatives (CI), using Lean/Six Sigma methodologies where applicable; pilot and roll out best practices.
- Oversee calibration sessions to ensure inter-rater reliability and fair scoring.
- Provide executive-level reporting: program health, risk indicators, root cause analyses, and remediation plans.
- Manage budget, vendor relationships, tools (quality management system, speech/text analytics, dashboards), and governance committees.
- Ensure data integrity, privacy, and security in all quality review activities.
What you need to have:
- Bachelor's degree in Business, Insurance, Operations, Analytics, or a related field; advanced degree or professional certifications (e.g., Six Sigma, Lean, CQA) preferred.
- 7+ years of experience in insurance operations, quality assurance, or process improvement; 3+ years in people leadership.
- Strong knowledge of insurance lifecycle (claims, underwriting, policy administration, billing) and regulatory considerations.
- Demonstrated experience designing and managing quality programs, audit processes, and performance dashboards.
- Excellent project management, stakeholder management, and change management skills.
- Proficiency with quality management systems, data visualization tools (e.g., Tableau/Power BI), and Microsoft Suite.
- Superior communication, presentation, and facilitation abilities; ability to influence without authority.
What makes you stand out:
- Experience with UAT/QA testing, process mapping (SIPOC, value stream mapping).
- Familiarity with regulatory examinations and consumer protection standards.
- Experience with voice-of-the-client analytics and speech analytics.
- Fluency in multiple lines of insurance (e.g., auto, homeowners, P&C, life) a plus.
- Metrics & Success Indicators
- Quality score trends and calibration reliability.
- Coverage and sampling adequacy (percentage of processes reviewed).
- Time-to-close for QA issues and remediation effectiveness.
- Reduction in rework and error rates across operations.
- Employee engagement and coaching effectiveness.
- Compliance incident reduction and audit findings.
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 (NYSE: MRSH) is 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, visit corporate.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.
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.
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