Supervisor, Insurance Operations - Austin

Marsh McLennan - Austin, TX

Full-time - Mid Level

Austin, TX

10,001+ employees

Insurance Carriers and Related Activities

About the position

Marsh is seeking an Insurance Operations Supervisor to lead a highly skilled team in the Austin - Lakeline office. This position is hybrid, requiring three days a week in the office. The successful candidate will focus on delivering a best-in-class experience by prioritizing customer satisfaction, risk mitigation, efficiency, program growth, and customer retention. The supervisor will oversee a team that supports client-facing colleagues with renewal coordination and document creation, ensuring that the team operates effectively and meets internal KPIs and client satisfaction goals. In this role, you will build and maintain relationships with Marsh colleagues across multiple remote offices, driving continuous improvement within the department and the company. You will work closely with the Account Coordinator Manager, providing feedback to your team and identifying trends, while also evaluating and resolving escalated service issues. A robust training program will be provided, including classroom instruction, side-by-side training, and on-the-job learning, equipping you with the necessary insurance knowledge and system familiarity to succeed. The position offers competitive pay and a comprehensive benefits package starting from Day 1, including medical, dental, vision, short- and long-term disability, life insurance, an employee stock purchase program, tuition reimbursement, and a generous paid time-off allowance. Additionally, there is a 401k plan with a fixed company contribution and a company match after one year of service. Marsh promotes a culture of internal mobility, diversity, and inclusion, providing opportunities for involvement in resource groups, guest speaker lectures, career development events, and social activities. The work environment is designed to support a healthy work/life balance, with convenient access to the North Austin location near the Lakeline MetroRail station and onsite amenities such as a fitness room, showers, indoor bicycle storage, jogging trails, and food services.

Responsibilities

• Provide day-to-day oversight and people management of a team of Account Coordinators and Account Representatives, fostering a mindset focused on the function's value proposition.
• Manage, lead, and coach colleagues to achieve internal KPIs and client satisfaction for Marsh Affinity programs.
• Own the implementation of account management strategies for Marsh programs, including understanding commercial insurance processes and reducing operational risk.
• Maintain strong relationships with key stakeholders in the geography and be viewed as a strategic partner.
• Partner with other team members and stakeholders to identify continuous improvement opportunities.
• Manage escalated calls, complaints, questions, and queries as necessary, overseeing the complaints management system and ensuring quality communications with client-facing colleagues.

Requirements

• 5+ years of total work experience, with 3+ years in insurance or financial services.
• Experience in Commercial Lines Insurance.
• Experience with change management to prepare, equip, and guide teams through organizational changes.
• Intermediate Microsoft Office proficiency, including knowledge of basic Excel formulas, pivot tables, PowerPoint, and Outlook.

Nice-to-haves

• Managerial aptitude with a desire to coach, mentor, and develop the team.
• Bachelor's degree preferred.
• Soft skills such as the ability to build strong relationships and rapport with internal colleagues and carriers, and the ability to achieve outcomes by collaborating with stakeholders.
• Client Onboarding and/or related insurance industry subject matter expertise.

Benefits

• Medical, Dental, Vision insurance
• Short- and Long-Term Disability
• Life Insurance
• Employee Stock Purchase program
• Tuition reimbursement
• Generous paid time-off allowance
• 401k with a fixed company contribution and a company match after one year of service
• Flexible work opportunities
• Onsite amenities including a fitness room, showers, indoor bicycle storage, jogging trails, and food service