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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 – Quality Assurance We’re seeking a Senior Manager – Quality Assurance who is ready to work with complex & diverse insurance work. This role is in leading an operations team which is focused on Financial and Operational KPI's with an aim to reduce regulatory and reputational exposure to the group by way of Quality Assurance file audits and building a framework which is aimed at driving client satisfaction. E&O prudence is the heart of this role along with in-depth understanding of Insurance Broking cycle to build workable solutions to business problems. The role would require dealing with client services, compliance, legal, business and other senior leaders to deliver a high-level impactful message which reflects credibility of the individual and the department. We will count on you to: Process Management: Manage all processes related to quality assurance and client management for assigned Marsh Operating Entities to ensure efficient functioning & exceptional management and thereby helping the businesses to deliver the best results Manage processes within the applicable framework Ensure continuous process improvements for greater client satisfaction on quality of delivery Client Management: Responsible for managing day to day BU/Stakeholder relationship for a better 2-way flow of information, new knowledge on industry/markets/processes, decisions on exceptions and information on new opportunities & prospects Create and maintain relationships with key stakeholders and business leaders to understand their needs and hence provide for smooth functioning of processes Transitions Efficiently manage migration of new work from stakeholders to ensure standardization of work processes and manage quality of deliveries to the client’s satisfaction People Management: Should have a view of the competencies, potential and performance levels of team to be able to maintain a right sized team and create long term development plans for skill requirements Responsible for creating and implementing people development strategies for team for current and future skill requirements of the team Mentor team members for larger and challenging goals/roles with a view to create an adept workforce Responsible for ensuring an engaged workforce with a view of levels of engagement and ‘intent to stay’ of team Select right talent for right roles SOP & Exception Management: Ownership of delivery as well as decisions on SOPs within defined frameworks and boundaries to ensure smooth functioning of day to day operations in a team. Incumbent will be required to ensure zero escalation Resource Utilization: Efficient utilization of all available resources in Quality Assurance operations team (people, systems, knowledge) to ensure timely, cost efficient and quality delivery to stakeholders The incumbent is responsible to ensure maintenance of a right-sized team with relevant skills and competencies to deliver to the expectations of stakeholders What you need to have: A PG / MBA with 8-10 years of experience in insurance broking, specifically within broking operations and client management functions, demonstrating a deep understanding of industry practices Have managed a team size of 50-100 Proven experience in coaching and mentoring team members, fostering their professional development and enhancing team performance. Experience working in a global environment, showcasing the ability to navigate diverse cultural contexts and collaborate effectively across international teams. What makes you stand out: CI/III Certification, LEAN / SIX SIGMA / PMI Strategic communicator, facilitator, influencer, and adept problem solver, capable of driving initiatives and fostering collaboration across teams Exceptional relationship management skills, with a proven ability to take initiative and work effectively both independently and as part of a team Strong ability to multi-task and prioritize effectively, ensuring optimal time management and resource allocation CII Certification, reflecting a commitment to professional excellence and industry standards. Demonstrated experience in leading and managing teams of 50-100 members, with a focus on performance enhancement and team development In-depth knowledge of the insurance domain, encompassing the entire General Insurance lifecycle, with a focus on strategic growth and operational efficiency Outstanding team management skills, with a proven track record of inspiring and developing talent to achieve organizational objectives 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, a business of Marsh McLennan (NYSE: MMC), is the world’s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $23 billion and more than 85,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X. Marsh McLennan 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 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. Marsh, a business of Marsh McLennan (NYSE: MMC), is the world’s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X. Marsh McLennan 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 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. 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