Specialist - Insurance Operations

We are seeking a talented individual to join our Insurance Operations 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

Specialist Insurance Operations (Surplus Line Tax) (Grade C1)

The role gives an opportunity to showcase your skills, deepen your understanding of insurance broking services, and contribute improvement ideas for recently or soon-to-be transitioned work. New colleagues receive an overview of the business, team dynamics, operating model, roles, responsibilities, and stakeholder expectations. Initial phase includes a detailed process walkthrough followed by a competency review where your work is audited to ensure success; duration varies by process. Specialists are SMEs of the process, support Team Managers, coordinate with stakeholders, and drive continuous improvement through effective relationships and timely, consistent communication. Ensure smooth onboarding by equipping new joiners with process knowledge, facilitating their development

We will count on you to:

• Be an integral part of the team (Our team is new but growing at fast pace with a vast diversity in the experience that each colleague has i.e. campus and professionals from either insurance sector or different industry)
• 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 timely delivery on all cases as per SLAs (i.e. Team meets SLAs on Accuracy, Productivity and TAT as per agreed standards)
• Regularly update process manuals
• Responsible for creation of SOPs for new processes
• Identify best practices that are followed across the industry and tailor them as per our needs
• Collaborate with multiple teams within Marsh, to provide top service to our clients
• Act as a mentor to new hires and ensure they have working knowledge of systems and process.
• Conduct peer reviews as necessary, identify learning gaps for coaching opportunities and help improve quality scores
• Work closely with T&Q team to develop and customize training based on topic and target audience.
• Gain competence in the process and be the SPOC for process related queries and changes i.e. be SME of the process. Temporarily support production as backup when the team is short staffed because of vacations and attrition within the team.
• Continuously identify areas for process improvement to increase efficiencies as well as participate, monitor and/or oversee the initiatives.
• Manage and lead team members on a day-to-day basis to ensure the team meets service levels, measure and analyse teams productivity, manage and prioritize the teams workload to ensure high quality outcomes.
• Manage performance of the team, through regular review, addressing engagement activity and growth opportunities
• Prepare weekly/monthly productivity reports for the team.
• Have the ability to work and adjust in a fast pace and changing environment as needed to support the needs of the business.
• Handle escalation calls, complaints, questions, and queries as necessary
• Ensure adherence to policies & procedures as per organizations standards and laid out SOPs
• Ensure operational risks are highlighted on time and escalated to proper authorities for corrective action
• Adherence to data and information security guidelines

What you need to have:

• Bachelors degree with experience in Insurance, Finance, Accounting or closely related field.
• 3+ years of Industry experience
• Flexible working in any shifts as per business requirement
• Strong Communication Skills both verbally and written. You will need the ability to effectively write, create and present information to groups of managers, leaders and colleagues throughout Marsh. As well as the ability to deliver hard conversations within your team.
• Moderate analytical skills to understand reports and performance trends
• Good organization and time management skills to work effectively under pressure to meet deadlines.
• Ability to support or lead business readiness / change management initiatives
• Intermediate Microsoft Office proficiency. Knowledge of basic Excel formulas, pivot tables, PowerPoint and Outlook.
• Strong Supervisor Skills. As a supervisor, you not only need to manage the day-to-day functions but also can coach, mentor and develop the team you are supervising.
• Possess problem solving skills and reasoning ability
• Ability to multi-task to meet deadlines. This is essential to guarantee we are providing excellent service to our clients.
• Attention to detail is critical to ensure we provide accurate information to our client team partners.
• Ideate and identify opportunities
• Basic understanding around taxes/paperwork Accounting background
• Basic understanding on filing process/documentation related to paperwork
• Some background on compliance and regulatory requirements on accounting
• Support the achievement of department goals and key performance indicators
• Manage and prioritize workload to meet deadlines and quality standards
• Applications proficiently & knowledge - Excel, Teams, SharePoint
• Should be comfortable with 12pm to 9pm / 1pm to 10pm (to be discussed in Ops round)

What makes you stand out?

• Experience in Insurance industry (i.e. worked in Insurance Broking related services like Policy Admin, Policy Review/Wordings, Invoicing or Certificates)
• Technical Bent of Mind (basic understanding of data visualization tools like Power BI, Tableau etc. or any programming language)
• Analytical ability & Decision Making
• Prioritization with Client Focus
• Ability and aptitude to conduct research. You do not mind digging when you need more information.
• Any Insurance related certification
• Accounting experience