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Marsh & McLennan Western Zone Operations Leader in Vancouver, British Columbia

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. In today’s increasingly uncertain global business environment, Marsh helps clients to thrive and survive. Marsh is seeking candidates for the following position based in the Vancouver or Calgary office: Western Zone Operations Leader What can you expect? In this role, you will execute operations and technology transformational change strategies as well as direction for the western region. Responsibilities include proactively managing, leading, and coaching a medium sized team of colleagues to achieve internal KPIs and client satisfaction for operations management and services. You will liaise with and be point of escalation for broking / front office teams regarding day to day operations processing and service exceptions. Developing strong relationships with key stakeholders across the business and working in partnership to deliver operational excellence will be an important component of the role. Building relationships and working collaboratively with a geographic population size of 100-200 colleagues in a highly varied organization with multiple product lines, including specialties. What is in it for you? Marsh Canada offers competitive employee benefits and a thriving culture to bring your authentic self to work A company with a strong Brand and strong results to match Culture of internal mobility, collaboration and valued partnership with HR from the business. Employee Resource Groups which provide access to leaders, relevant volunteer and mentoring opportunities and interactions with counterparts in industry groups and client organizations. Competitive pay (salary and bonus potential), Full benefits package – starting day one (medical, dental, vision, STI/LTI, life insurance, RSP (Retirement Savings Plan or TFSA (tax free savings account.) (regional specificity required) Generous Parental Leave and Tuition Reimbursement plan per year and participation in our Employee Stock Purchase Plan (regional specificity required) Entitled to 22 days of vacation, 1 floating holidays, time off to give back to your community, 10 sick days, and nine company holidays (with early dismissal). Multiple medical, dental, and vision plans with choices to fit all needs and budgets Benefits coverage starting Day 1 We will count on you to: Facilitate communications across business functions and resolve problems when required to ensure that issues encountered by team members are resolved efficiently Lead the team towards common goals, demonstrate company’s values and influence others to achieve objectives Create a professional working environment across the Western geographic zone including Vancouver, Guilford, Calgary, Edmonton, Saskatoon and Winnipeg Proactively manage team and colleague performance to achieve quality, compliance and productivity plan. Engage team in continuous improvement initiatives and drive ownership of outcomes to improve client experience Develop and implement processes and policies to ensure that team colleagues achieve optimal performance including change management Oversee the recruitment and career development of team colleagues Conduct performance reviews and monitor on-going performance of team leaders Ensure Operations team and Operations team meets Service Level Agreements (SLA), Key Performance Indicators (KPI) and business objectives Measure, analyze and report on team productivity and KPI performance Lead and/or participate in stakeholder engagement sessions and work in partnership with brokers on identified initiatives to improve client experience Understand the needs and expectations of Marsh external clients and ensure the delivery of quality service to internal Marsh clients Technical Support/Coaching Quality Assurance What you need to have: At least 5-7 years’ total work experience with 5+ years in insurance. Minimum 4-5 years’ previous lead/supervisory experience of a 5-20 person team. skills in prioritizing work, multi-tasking and consistently meeting deadlines. Computer literate with proficiency in email, spreadsheet, wording processing and presentation software Strong customer service skills Clear and concise oral and written communication skills Strong numerical skills Excellent organization skills – able to prioritize work and meet deadlines Excellent interpersonal skills – able to work within a team Comfortable and experience working with technology (solutions) Proficient in Microsoft Office tools (or equivalent) – Powerpoint, Outlook, Word and Excel Insurance knowledge Relevant industry practice or Line of Business experience Insurance market, clients and claims management skills related to area of expertise Proven experience of effective resource and cost management What makes you stand out: Strong leadership qualities Strong networking skills Strong problem solving capabilities Ability to handle complex and difficult negotiations and influence stakeholders 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 www.marsh.com for more information and follow us on LinkedIn and Twitter @MarshGlobal Marsh and its separately incorporated operating entities around the world are part of Marsh & McLennan Companies, a publicly held company (ticker symbol: MMC). Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, pension, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://www.mmc.com/. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: www.mmc.com/diversity . R091041-en R091041

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