Operations & Technology Leader – India
To deliver superior service to our clients by driving and optimizing the effectiveness and efficiency of people, processes and technology Analyzes and reviews data, tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company (e.g., legislation impacting service delivery models, regulations impacting business operations and QA standards).
We will count on you to:
- Partner with and support Marsh India CEO and Executive team as an advisor to all matters related to operations and technology
- Develop and operationalize Marsh India’s business strategy, by driving a best-in-class Operations & Technology organization, enabling the delivery of products and services to external clients.
- Build a long-term operating vision for operations and technology, including the development and management of targeted centers of excellence for operational effectiveness and IT.
- Embed robust and compliance operations, underpinned by client-centricity and metrics culture.
- Execute Global, Regional and Local Transformation and Change initiatives – e.g., Operational Excellence, Technology, Data, and Digital.
- Align with Regional COO to ensure best practice sharing across People, Processes and Technology.
- Drive strong and transparent Stakeholder engagement to ensure business value through various O&T initiatives.
- Embed robust management routines, including regular reporting to Country and Regional Leadership.
- Embed a Continuous Improvement culture to ensure Processes, and Technology (Core and Digital) work in tandem up with evolving market / client / business needs.
- Monitor and assess industry, competitor, macro-economic and regulatory trends to ensure operational capabilities optimally position the business to compete and respond to change. Leverage a wide external network to stay current in the industry and anticipate and respond to changing market needs
- Manage the Operational organization, of 500+ colleagues.
Operational Support, Execution, & Strategic Initiative Delivery
- Create a client-centric environment focused on operational excellence and accountability by developing and driving forward the strategic and operational agenda, aligned to the portfolio requirements of the business.
- Develop and implement Operations-related initiatives to increase client delivery capabilities and maximize performance, revenue, profit and market share, and deliver products and services to the external clients.
- Design and implement capability models to provide optimal operations within core brokerage – distribution, placement, and post-placement – and portfolio businesses as well as related functions and client segments
- Establish and monitor operating level expectations through established service levels agreements (SLA’s) – service, cost, quality and other key performance indicators – and communicate to key stakeholders and report results
- Ensure successful strategic initiative delivery – including operational excellence and transformation – and full value capture to deliver expected efficiencies.
Operational Planning
- Leverage proven operational design principals to define the operations and technology strategy, optimize location footprint, and manage annual budget to support strategic intent and financial goals of the business.
- Develop and maintain business relationship to ensure full and consistent alignment with divisional, enterprise and Marsh strategy and standards
- Identify opportunities to increase efficiency and improve quality, quantify impact, prioritize initiatives, and develop execution plans
- Proactively monitor and assess industry, competitor, macro-economic, and regulatory trends to ensure operational capabilities optimally position the Firm to compete and respond to change
Information Technology Oversight & Coordination – In Collaboration with the Country Technology Leader
- Evaluate discretionary IT spend requests, recommend disposition – approve, reject, defer – and make the case for funding approval by divisional or global governance
- Ensure a responsive IT control environment – including management and resolution of internal audit findings – is maintained and adequate disaster recovery and business continuity plans are in place
- Ensure fit for purpose technology solutions are sought, validated, adopted and operationalized.
Data, Digital (AI) and Innovation – In Collaboration with Country / Regional Leaders of Data, Digital, and Innovation
- Enhance Data Quality & Governance: Collaborate with regional data leader to align strategies, implement robust validation frameworks, standardize data collection, and ensure regulatory compliance
- Promote a Data-Driven Organization: Foster a culture of data-driven decision-making, improve data literacy, and integrate insights into operations.
- Support Innovation & Digitalization: Identify opportunities for automation, leverage AI and emerging technologies, and drive digital transformation.
Organization Optimization, People Management & Communication
- Provide vision, leadership and strategic direction to the Operations team, operating as a hands-on leader, ensuring the achievement of established goals
- Partner on all aspects of the organization's operations and technology to drive expense and inefficiency out of the business and assist leadership in identifying and maximizing opportunities in areas that may warrant reorganization or other change
- Employ leading operational efficiency best practices and tools
- Define optimal organizational structure and recruit, develop, manage, and motivate a high performing team – results driven, accountable and collaborative
- Ensure optimal resource allocation – demand and skill matching – and expense management aligned with strategic intent
- Communicate and explain the operations and technology strategy and provide periodic performance updates to divisional leadership and other key stakeholders
- Establish a culture of high performance and collaboration within the India O&T organization, focusing teams on operational excellence and efficiency.
- Attract, retain and develop best-in-class operations & technology talent.Remain proactively focused on leadership succession within the team.
What you need to have:
Educational Background
- MBA from a reputed B - School.
Experience
- Minimum 15 years of Operations and Technology experience in the Insurance domain.
- Demonstrated capability to lead organizational transformation projects, across the Insurance value-chain. Exemplary thought leadership skills, able to build and lead large scale strategic initiatives
- Demonstrated capability to leverage technology, digital, automation in operational arenas
- Demonstrated people and thought leadership, managerial and interpersonal skills
- Experience in driving and supporting major growth initiatives
- Experience with project management methodologies and process optimization techniques
- Experience working with 3rd-party service providers – contracting, delivery, and ongoing support
- Ability to build and manage strong relationships with internal stakeholders throughout all levels of the organization
- Excellent verbal and written communication skills. Able to present information to senior level audiences in simple, logical business terms
- Expert in navigating a complex and matrixed organization.
- Deep understanding of operational excellence with the ability to coach senior level staff to implement strategies and manage change
- Certification on methodologies like Lean Six-Sigma – will be an advantage.
What makes you stand out?
- Strong organizational and multitasking abilities.
- Exceptional communication and interpersonal skills.
- Ability to work collaboratively with diverse teams and stakeholders.
- High attention to detail and a proactive problem-solving approach.
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
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, caste, gender identity or any other characteristic protected by applicable law.
Marsh McLennan 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 McLennan 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.
