Business Process and Technical Manager

Marsh Risk
Business and Client Services
Region covered: US and Canada
Reports to: Client Management Value Stream Leader (Americas)

Job Profile Summary

Business Process and Technical manager is responsible for evaluating and improving business processes and tools to identify and understand inefficiencies, and for partnering with stakeholders to create solutions to maximize efficiency. A Business Process and Technical Manager leads a team to achieve operational results, helping them to establish goals, solve problems and work across the organization.

Job Profile Description

We are seeking a talented individual to join our Client Management Operations team at Marsh. This role will be based in our Austin, TX. This is a hybrid role that has a requirement of working at least three days a week in the office.

This role will focus on process optimization, reporting, data analysis, and project management within Client Management Operations, including new client onboarding, client service agreement, annual client review functions serving the US and Canada region. You will work closely with the Client Management supervisors and managers, partners in Business and Client Services (Operations, Technology, Data), Finance, client-facing colleagues in service and brokerage roles, and internal stakeholders to enable the team to execute efficiently as the Client Management Operations function continues to evolve and grow.

We will count on you to:
• Partner with operational teams to analyze current business processes and challenges and create strategic and tactical solutions and changes to improve operational efficiency, compliance, and quality.
• Provide subject matter expertise on all operational workflow processes, including establishing new tools and processes that align with the teams current needs, future growth plans, and is aligned to cross-functional processes and adjacent technologies.
• You will be responsible for designing and implementing a quality assurance program that delivers team leaders scoring and insights to enable high quality team performance. Through this QA program you will identify process improvement opportunities and/or adverse customer impacts and develop action plans to resolve.
• This role will also own, develop and refine departmental policies and procedures, including creating new P&P, maintaining P&P approvals and repositories, and ensuring all teams have access to and follow all P&P.
• Contribute to design and implementation of digital and AI solutions to improve efficiency and deliver timely and high-quality output for external clients and internal stakeholders.
• Leverage reporting to analyze trends, identify continuous improvement opportunities and communicate findings to leaders and stakeholders.
• Project manage initiatives or work streams within the team, lead decision-making processes required to move projects along, and ensure steady and agreed-upon progress on assigned initiatives. Projects can be complex and span months or years.

What you need to have:
• 5+ years related or relevant experience.
• Experience in process mapping and process design.
• Experience in design and implementation of reporting and dashboard solutions.
• Experienced in leading change management across operational teams co-located across multiple sites in multiple geographies.
• Proficiency in creating and managing a SharePoint environment, Microsoft Power Apps, Power BI, Power Automate, and other Microsoft data and productivity tools.

What makes you stand out:
• Experience with process improvement tools, techniques, and methodologies.
• An inquisitive mind that is not afraid to question current ways of thinking.
• Ability to manage and execute multiple complex initiatives simultaneously.
• Possess highly effective communication skills with an ability to collaborate in a complex, matrixed environment.
• Ability to influence others and gain buy-in for strategic initiatives.
• Experience leveraging AI to solve problems and enhance efficiency.

Marsh 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 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.