Marsh & McLennan Captive Solutions Client Service & Business Operations Manager in San Francisco, California

Increasingly, organizations looking for more control over how they manage risk are forming captive insurance companies to bring their risk in-house. With 50 years of experience, Marsh Captive Solutions is the leader in the field managing one out of every five captives worldwide in 16 countries with over 400 colleagues globally. The Marsh Captive Solutions practice is looking for a client service and business operations manager who thrives in a fast-paced, multi-faceted and global organization who has the ability to make strategic decisions about multiple aspects of business operations, including, but not limited to, work force planning, budget, process improvement and client management. This individual must possess strong communication, interpersonal and conflict resolution skills.


Client Service Strategy

  • Works with Captive leadership to identify critical strategic and operational initiatives for client service

  • Project manages these initiatives both globally and regionally within specific domiciles

  • Creates and executes a consistent client service survey program for global applicability

  • Identifies & executes key client retention initiatives

Business Management

  • Works with stakeholders across the organization to identify critical data elements and define process, business rules, definitions, and tolerance levels.

  • Prepares analyses of key performance indicators in order to support operational and strategic decisions.

  • Provides recommendations to solve problems and issues related to business operations, and communicates with other departments as necessary.

  • Recommends ways to improve the effectiveness and efficiency of processes, quantifies their impact, defines their benefits, and shares with management.

  • Develops process flows, business requirements, and tools required to provide data to the various business systems.

  • Identifies trends and best practices and suggests how to improve current practices.

Sales Support and Administration

  • Conducts trend analyses using the data from the company, industry and clients to inform senior leadership on yearly trends on sales and operations.

  • Interacts with senior leadership on pipeline trends with a view to develop and maintain existing client relationships.

  • Adapts existing dashboards and industry data to forecast sales and may present findings to senior leadership.

  • Coordinates with internal and external stakeholders to build governance and collect information on trend analysis to support the sales forecasting process.

Program & Project Delivery

  • May manage multiple projects as the senior program manager for global and regional initiatives or may direct work of several local managers from diverse areas and provide oversight.

  • Manages projects end-to-end, to deliver business outcomes.

  • Prepares and tracks budgets, project plans, and staffing plans.

  • Builds, drives, and manages relationships with our senior internal business leaders and ensures their continued alignment, engagement, and achievement of business outcomes.

  • Provides project and program status to executive management providing recommendations as needed.


Knowledge and Skills

  • A proven track record of individually delivering and managing complex change and transformation projects and their associated benefits to agreed deadlines and budgets.

  • Experience to build strong partnerships with key senior executives and project sponsors down to project teams and clients

  • Experience working in an ambiguous environment with unclear project goals and objectives and translating them into clear deliverables to the business

  • A proven team leadership background – the ability to galvanize and motivate teams in challenging environments.

  • The ability to quickly identify, at any given time, the progress and risks across multiple project portfolios and understand the action that needs to be applied.

  • Strong analytical skills and basic financial acumen.

  • Strong proficiency in Word, Excel, PowerPoint and MS Program.



  • Minimum of 5 years of relevant business experience. Captive management experience is preferred.

  • University (Degree) preferred.

  • Ability to travel globally and work flexible hours.

Marsh is a global leader in insurance broking and risk management. In more than 130 countries, our experts in every facet of risk and across industries help clients to anticipate, quantify, and more fully understand the range of risks they face. We work with clients of all sizes to define, design, and deliver innovative solutions to better quantify and manage risk. We offer risk management, risk consulting, insurance broking, alternative risk financing, and insurance program management services to businesses, government entities, organizations, and individuals around the world. To every client interaction we bring an unmatched combination of deep intellectual capital, industry-specific expertise, global experience, and collaboration. Since 1871, clients have relied on Marsh for trusted advice, to represent their interests in the marketplace, make sense of an increasingly complex world, and help turn risks into new opportunities for growth. Our more than 30,000 colleagues work on behalf of our clients, who are enterprises of all sizes in every industry, and include individuals, multinational organizations, and government entities worldwide. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Visit for more information and follow us on LinkedIn and Twitter @MarshGlobal