National Operations – Certificate Team Lead

Marsh & McLennan Companies

Mandate: To ensure all Certificate and Auto ID Card requests are processed accurately and within target Service Levels.

Role: To handle the production of Certificates of Insurance while supervising a team of approximately 5 to 10 Certificate Specialists. While completing minimum Certificate of Insurance production targets, manage and lead a team of Certificate Specialists on a day-to-day basis to ensure service level targets are achieved, accuracy expectations are met, and compliance processes and company guidelines are followed. Provide mentoring and coaching to direct reports on an on-going basis. Manage day-to-day issues by partnering with stakeholders to remedy immediate concerns, perform root-cause analyses and identify solutions to prevent their reoccurrence. Provide detailed weekly / monthly reporting as required. Work with senior leadership on special projects and ensure the successful implementation of change initiatives.

The candidate will provide support to Client Facing Brokers in all aspects of administration and technical support through the accurate, efficient and timely production of most complex policies and related documentation, including sending documentation to appropriate parties. The candidate will also provide client support for production processing of difficult/complex account Certificates and other Certificate processes as assigned by Centralized Services management. The candidate will ensure that all work is correct and handed-off appropriately.

Role will demonstrate increased technical proficiency (with the ability to answer questions on transactional questions), leadership skills, peer level coaching, issue resolution, and work delegation. Needs to have an understanding of third party systems, coaching, 1st tier issue resolution, process improvement leadership and workflow management. Will execute same tasks as operations specialist I and II when necessary.

Candidates should have a sound understanding of an operations environment, managing complex transactions and people leadership skills.

People Management

Proactively manage team and colleague performance to achieve quality, compliance and productivity plan.
Manage resource planning activities within the team including recruitment and induction of new staff
Provide feedback and advice to the team for purposes of development and continuous improvement
Contribute to workforce planning initiatives in the Operations team
Conduct performance reviews and manage the on-going personal development, competency and performance of team colleagues
Implement measures to ensure that the team are compliant with work health and safety legislations
Engage team in continuous improvement initiatives and drive ownership of outcomes to improve client experience
Contribute to workforce planning initiatives in the Operations team
Workflow Administration

Ensure Operations team and Operations team meets Service Level Agreements (SLA), Key Performance Indicators (KPI) and business objectives
Ensure timely, complete and accurate workflow management of Certificate and Auto ID requests, including:Timely and balanced assignment of work to maximize capacity within the Certificate Centre of Excellence
Monitoring of SLAs and proactive re-assignment to ensure Service Levels are achieved
Current and outstanding documentation follow ups
Identifying trends / potential areas of improvement
Manage and prioritize own workload to meet individual SLA, KPI and Quality targets.
Processing of complex transactions and resolution of escalated matters within SLA
Proactively manage/communicate/investigate issues as the arise and partner with affected stakeholders to determine root cause
Measure, analyze and report on team productivity and KPI performance
Monitor workflow within the team and assign tasks to Senior Operations Services Executives and Operations Services Executives to ensure service levels meet business objectives
Monitor staff activity and conduct regular one-on-one and team meetings to ensure that staff adhere to assigned schedules
Oversee day to day operational activity of the team , managing and prioritizing own and teams workload to maintain service standards and high quality outcomes
Technical Support/Coaching

Provide coaching and support to Operations team Executives on all documentation and report preparation
Act as a mentor to Operations Services Executives to ensure they have working knowledge of systems and processes within the Service team.
Quality Assurance

Provide technical support and coaching to team members, acting as a subject matter expert across Marsh operational processes
Review and feedback on team members’ work to ensure that it meets or exceeds agreed quality and professional standards
Act as a point of escalation for non-technology related technical and process enquiries
Develop processes for continuous improvement of efficiency and quality within the team
Customer Focus

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
Provide timely advice on internal enquiries
Oversee the complaints management system
Manage escalated calls, complaints, questions, and queries as necessary
Develop awareness of key stakeholders of the Operations team
Oversee the quality of communications with client facing colleagues and management
Provide timely advice on internal enquiries
Operational Risk Management

Maintain a controlled risk environment and ensure all colleagues are compliant with Marsh Professional Standards and Operation team Policies and Procedures
Ensure emerging risks are identified, assessed and reported in line with business procedures and operational controls are working to an effective standard and monitored
Adhere strictly to the Company’s Quality practices and other systems and procedures
Comply fully with the Company’s Errors and Omissions avoidance policy
Comply with company policy for continuous professional development
Report Preparation

Ensure timely and accurate production/processing of:Certificate Renewal listings
Certificate Renewal reporting
Routine reporting on Key Performance Indicators
Up to date computer system records
Current and outstanding documentation follow ups
All other documentation (eg. Approvals, third party forms)
Ad hoc requested reporting

Education (degree / diploma):

College/university degree or equivalent work experience.

3-5 years previous work experience, with 2-3 years previous insurance or financial services experience
3 years of direct people leadership experience
Knowledge and skills (general and technical):

Project Management (ability to establish goals and develop and implement plans of action).
Ability to interface with colleagues at all levels within the organization
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) – 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
Strong leadership qualities
Strong networking skills
Strong problem solving capabilities
Ability to handle complex and difficult negotiations and influence stakeholders
Other requirements (licenses, certifications, specialized training):

Certification or licenses as required by jurisdictions

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