{"id":3034963,"url":"https://alion.io/job/marsh-mclennan-insurance-operations-manager","title":"Insurance Operations Manager","company":{"id":1769686,"name":"Marsh McLennan","domain":"marshmclennan.com","url":"https://alion.io/company/marshmclennan","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":79,"ghost_share":0,"stale_share":0.949,"repost_share":0,"time_to_fill_p50_days":11,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":["CO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":20000,"max_usd":46000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":6904},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-21T21:08:51Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-27T15:31:24Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Company:\nMarshDescription:\nThe Lead Insurance Operations Coordinator provides expert operational leadership across Insurance Operations, ensuring accurate, efficient, and timely delivery of insurance solutions and broker support services. The role manages daily workflows, resource planning, escalations, client and broker relationships, SLA performance, quality assurance, risk controls, and continuous improvement initiatives.\nKey Responsibilities\nManage daily operations, workflow allocation, resource planning, priorities, and backlog levels.\nMonitor team productivity and performance against agreed KPIs, SLAs, quality standards, turnaround times, and accuracy targets.\nBuild strong relationships with brokers, clients, and internal stakeholders to understand requirements and improve service delivery.\nAct as a senior operational contact for escalated queries, complaints, service issues, and client-impacting matters.\nLead stakeholder engagement sessions and support initiatives focused on improving the client experience.\nManage SLA governance, including performance reporting, service reviews, breach analysis, root-cause analysis, and corrective actions.\nCoordinate quality assurance activities, including quality reviews, error tracking, calibration, control testing, and improvement actions.\nIdentify, assess, document, and escalate operational risks, ensuring compliance with Professional Standards, policies, procedures, and regulatory requirements.\nDevelop and manage action plans arising from KPI results, QA reviews, complaints, audits, risk assessments, and stakeholder feedback.\nTrack action owners, deadlines, dependencies, outcomes, and escalations to ensure timely and sustainable completion.\nAnalyze operational data to identify trends, recurring issues, training needs, process gaps, and opportunities to reduce rework.\nProvide coaching, mentoring, and technical support to Operations Executives on systems, documentation, reporting, procedures, SLAs, and quality standards.\nPrepare and present reports on productivity, SLA achievement, QA results, complaints, risks, escalations, and continuous improvement initiatives.\nPromote accountability, operational excellence, client focus, and continuous improvement across the Operations team.\nWhat you need to have:\nPreferred Education: Bachelor’s Degree\n Minimum Experience: 5+ years, (3+ in insurance, financial, or professional services)\nLanguage Requirements: Must be fluent in English (spoken and written), only CV's in English will be considered.\nVery good knowledge of MS Word, Excel, PowerPoint, and Outlook\nWhat makes you stand out?\nExperience in managing people and teams\nStrong communication skills working with leaders across all levels, effective verbal and written communication is key Explains practices, procedures and policies to reach agreement with others outside of the job area.\nGood organizational and time management skills to multi-task and work effectively under pressure to meet deadlines\nManagerial aptitude including strong desire to coach, mentor and develop the team you are supervising\nWhy join our team:\nWe help you be your best through professional development opportunities, interesting work and 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