Senior Specialist - Operations Management

Company:

Marsh

Description:

The Canada Client Management Operations Senior Specialist - Operations Management is the single point of contact for the Client Management Operations (CMO) function in Canada. The Client Management Operations (CMO) function includes timely, accurate client onboarding, maintenance of client commitments, execution of service agreements, and completion of financial crime screenings.   This role drives adoption of CMO services across client-facing business teams, ensures high-quality operational delivery in partnership with our Global Capability Center (GCC), and identifies and leads continuous improvement initiatives that increase efficiency, reduce risk, and improve the client and colleague experience. 

We can Count on you to :

• Serve as the trusted strategic partner and primary liaison to Canada business leaders, BCS colleagues, and cross-functional partners (Legal, Finance, Compliance). 

• Develop and execute an engagement plan that increases business adoption of Client Management Operations services and raises awareness of capabilities and SLAs. 

• Build and sustain relationships across client‑facing teams to anticipate needs, surface issues, and embed CMO into business workflows. 

• Act as the escalation point for operational issues and collaborate with stakeholders to reach timely resolutions. 

• Monitor and report against key operational KPIs (e.g., onboarding turnaround, service agreement execution, completion of financial crime screenings, SLA compliance). 

• Partner with the GCC and internal leads to ensure consistent, timely, and accurate delivery of services across Canada. 

• Coordinate remediation where service gaps exist and lead root-cause analysis for recurring issues. 

• Identify, prioritize, and drive process improvements and automation opportunities that reduce manual effort and improve outcomes. 

• Partner on the design and implementation of Canada-specific enhancements to Global CMO practices where appropriate. 

• Lead change management activities for new processes or tools, including communications, training coordination, and adoption tracking. 

• Maintain oversight of governance, controls, and compliance activities affecting client onboarding and servicing. 

• Prepare and present regular performance updates, insights, and recommended actions to BCS leadership and business stakeholders. 

• Ensure issues, complaints, and operational risks are logged, tracked, and resolved in line with internal policies. 

• Influence outcomes by working cross-functionally and leveraging strong stakeholder management skills—this role does not have direct reports. 

• Coordinate with offshore/nearshore teams and other regional leads to align priorities and service levels. 

What you need to have:

• Bachelor’s degree in Business, Finance, Insurance, Operations Management, or related field (or equivalent experience). 

• 7+ years of relevant experience in client operations, service delivery, or business engagement — ideally within the insurance/financial services sector. 

• Demonstrated ability to influence and engage senior stakeholders across functional areas without direct reporting lines. 

• Strong operational mindset with experience measuring and managing KPIs, SLAs, and performance dashboards. 

• Excellent verbal and written communication and presentation skills; able to present to senior leadership. 

• Strong problem solving and project/priority management skills; ability to manage multiple initiatives concurrently. 

• Comfortable working in partnership with offshore/GCC teams and operating in a hybrid in‑office environment. 

What Makes you Stand Out:

• Experience with client onboarding, client lifecycle management, or similar insurance operations functions. 

• Experience working with global/shared service centers (GCC/offshore) and driving improvements across distributed teams. 

• Demonstrated continuous improvement experience (Lean, Six Sigma, process mapping). 

• French language skills (spoken/written) or other Canadian official language skills. 

• Prior experience in a matrixed, regulated environment with governance and compliance responsibilities. 

Why Join Our Team:

• Opportunity to be the Canada lead for a centralized, high-impact operational function. 

• Visible cross-functional role partnering with senior business leaders and global teams. 

• Opportunity to shape how Marsh delivers onboarding and client lifecycle services in Canada. 

Marsh Risk is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Marsh Risk, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Marsh will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need, please contact [email protected].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

The applicable base salary range for this role is $83,800 to $133,800.

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. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, retirement programs as well as employee assistance programs.

This is a New position.