US Policy Servicing Operations Leader-AUSTIN, TX BASED

About the role

The US Policy Servicing Operations Leader will drive the strategy, execution, and continuous improvement of policy servicing operations across a multi-country delivery model. This leader will oversee end-to-end workflow management, service delivery, and operational performance for US-based clients, partnering closely with the Global Leader for Policy Servicing and cross-functional teams (client-facing, technology, digital, data, and shared service centers) to deliver a seamless client experience.

Responsibilities

• Lead end-to-end US policy servicing operations (issuance, endorsements, certificates, renewals, invoicing, and policy checking) to ensure accuracy, timeliness, and SLA/quality adherence across Austin, Bogotá, and India.
• Own and improve performance outcomes (productivity, quality, turnaround time, and client satisfaction) through a consistent operational scorecard and disciplined management routines.
• Design and optimize the multi-country workflow operating model, including handoffs, governance, escalation paths, and controls to reduce operational risk and drive consistency.
• Build and lead a geographically distributed leadership team, drive talent development, engagement, succession planning, and retention in partnership with site leadership.
• Drive process excellence and transformation through standardization, automation, digitization, and partnership with technology teams to deploy workflow platforms, RPA, and AI-enabled solutions.
• Act as a senior operations partner to US client service teams and account leadership, supporting client reviews, governance forums, and escalations.

Requirements

• 15+ years of progressive operations leadership experience, including 7+ years leading large, multi-site or multi-country teams.
• Deep knowledge of insurance brokerage operations, specifically commercial lines policy servicing (Property & Casualty, Employee Benefits, and/or Specialty).
• Demonstrated experience leading offshore and/or nearshore delivery models, including India and Latin America.
• Proven track record delivering operational transformation, automation, and measurable performance improvement with strong financial acumen (budgeting and workforce planning).

Qualifications

• Industry designations such as CPCU, ARM, AINS, or equivalent.
• Leverage Lean Six Sigma certification (Black Belt or Master Black Belt) and a strong continuous improvement toolkit.
• Experience in a Global Capability Center (GCC) or shared services environment, with familiarity with policy administration platforms (e.g., AMS360, EPIC, Sagitta) and workflow tools.

Skills

• Strong leadership and strategic thinking skills.
• Excellent communication and collaboration abilities.
• Ability to manage multiple priorities and adapt to changing environments.
• Proficiency in Microsoft Office Suite and related software.

Benefits

We help you be your best through professional development opportunities, interesting work and supportive leaders. We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

Pay

The applicable base salary range for this role is $143,500 to $305,500. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis.

Schedule

This is a hybrid role that has a requirement of working at least three days a week in the office. The candidate must be in one of our US Marsh office locations.