The Business Insurance (BI) Operations Leader is responsible for standardized BI workflows and procedures including implementing minimum quality and compliance standards for the BI division in the Southeast Region. In this role, the BI Operations Leader will communicate and interact with all levels of management, employees and external customers, partner on the development and execution of local, regional and corporate directed initiatives.
The BI Operations Leader supports and coaches field BI Services teams with achieving operational efficiency through developing strategy, implementing initiatives, and related reporting and analysis. Collaborates with sales and account management work groups to identify operational initiatives that support delivering the highest level of client service. Assists the COO with BI compliance of state and innovation initiatives.
Success in this role will require the creation of an open and collaborative team focused on the Marsh & McLennan (MMA) Agency platform that encompasses Sales, Ops, HR, IT and Finance.
Areas of responsibilities include, but are not limited to:
Facilitates regional collaboration of BI Division and Service leaders to develop common workflow standards and procedures.
Collaborates with Sales, IT, HR, Ops and Finance on BI Operational initiatives.
Researches opportunities to improve overall BI operations relevant to the operational needs of the organization.
Focuses on client service and client standards for retention and growth as defined by collaboration groups to meet client needs.
Implements and maintains region-wide adopted procedures and standards for efficiency, compliance, and consistency.
Responsible for regional BI compliance with state and federal regulations.
Works in conjunction with the corporate and regional teams to implement, maintain and drive improvement to the BI systems and workflows that improve the client experience, increase efficiency and monitor process adherence.
Serves as regional primary point of contact and decision maker with respect to change requests for Sagitta.
Assists in upgrades to the agency management system and analyzing training needs of end users.
Identifies BI division learning gaps and collaborates with Learning and Development (L&D) on training plan implementation.
Facilitates regular regional workgroup/focus groups with BI Division and Service leaders to stay informed on relevant workflow and process improvement needs/challenges
Leads the implementation, updates and development of naming conventions and workflows for BI ImageRight and Sagitta.
Supports Division & Service/Operations Managers by creating and analyzing reports identifying potential needs of the division and using the information to assist with improvement in overall efficiencies.
Manages the relationship and processes with the outsourcing BI vendors.
Oversees BI Centralized Shared Services unit, and utilization thereof, to enhance overall operational efficiencies.
Collaborates with leaders to support onboarding new benefits operations/acquisitions, including MMA compliance/operations.
Collaborates with BI Sales and Operational leaders to implement MMA Compliance Initiatives, MMA Best Practices and other Corporate Initiatives.
Education and Certifications
Bachelor's Degree or 7-10 years of industry equivalent experience, preferably in management in a related field.
CIC, CRM, ARM, CPCU preferred.
Thorough knowledge of BI workflow and processes
Strong management skills and the ability to handle multiple projects/priorities essential.
Strong presentation skills required.
Experience in project management and knowledge of associated systems essential.
Knowledge of the agency BI procedures and the agency management system.
Proficiency in Microsoft office: Word, PowerPoint, Excel and Adobe and Acrobat required.
Must have strong interpersonal, communication, teamwork, intellectual curiosity and problem solving skills required.
Proven ability to take initiative and be a change agent for the organization.
Demonstrates a solutions-focused attitude.
Effective at taking lead and exercising independent discretion.
Ability to manage multiple priorities and meet performance expectations in a dynamic, fast-paced environment.
The majority of work occurs during regular day hours with extended hours and schedule flexibility necessary to complete projects to meet user/customer needs
30% to 50%
Note: This job description is only meant to be a representative summary of the major responsibilities and accountabilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.