Description:
We are seeking a talented individual to join our Claims Operations team at Marsh Romania. This role will be based in Bucharest, Romania.
As a Claims Operations Manager, you will direct claims operations activities to optimize effective and efficient delivery of services.
In this critical role you will oversee processes and departmental strategy while managing the impact and delivery of change, to increase team operational goals and maximize process efficiencies.
This is an opportunity to explore newer and better ways of maximizing operational leverage in order to continually deliver enhanced commercial value across internal stakeholders, and most critically, Marsh Clients.
What can you expect?
Drive a bold and innovative vision to transform Marsh’s Claims Operations practice in Romania, supporting the delivery of the Operational Excellence (OpEx) agenda;
Execute on a Claims Optimization vision and set of priorities that are linked with business, operations, technology and customer needs;
Own the delivery of a best-in-class operational function in Claims that leverages optimal workflows, automation, and process streamlining capabilities to operate more efficiently;
We will count on you to:
Provide strategic vision and hands-on leadership for Romania Claims Operations, setting clear goals and ensuring the team delivers agreed objectives and KPIs;
Drive continuous improvement and operational excellence by challenging current practices, introducing streamlined workflows, automation, and best-practice solutions to reduce risk and increase efficiency;
Lead and manage change: plan, sponsor and embed transformation initiatives; ensure capability building and adoption to deliver excellent client outcomes;
Build and maintain strong stakeholder relationships (Advocacy, FACS, regional/EU Claims Operations, clients, insurers and adjusters) to secure alignment and enable successful program delivery;
Manage, coach and develop the team: allocate tasks, supervise daily activities, run performance reviews, set annual objectives, coordinate induction and continuous learning, and support recruitment to maintain the required capability and capacity;
Oversee operational design and resource alignment: optimize role–cost–location through workflow systems, virtual centers of excellence and target-state operating models; support footprint and budget decisions;
Monitor performance and compliance: track KPIs, prepare and present performance reports, resolve issues promptly, ensure accuracy and timeliness of information, and complete mandatory training and regulatory requirements;
Collaborate with country and regional leadership to identify and implement new revenue models and operational opportunities for Operations, Advocacy and FACS;
Maintain professional standards: ensure confidentiality, proper care of company assets, adherence to internal procedures, code of conduct, and health & safety rules;
Be accountable for the role’s responsibilities and annual objectives, using working time effectively and escalating issues that may impact client relations or service delivery;
What you need to have:
5–10 years’ experience managing claims operations, preferably within insurance operations;
Fluency in Romanian and English (English at C1 / advanced level);
Experience in team coordination and driving operational efficiency;
Excellent written and oral communication, coordination, coaching, and team leadership skills;
Independent leadership capacity with a track record of delivering change and meeting objectives;
Strong stakeholder relationship and influencing skills with gravitas and credibility;
Graduate of an initial qualification or continuous training course in insurance;
Proven experience in project implementation, process change, and organizational transformation;
Proficiency in office applications (Outlook, Word, Excel, PowerPoint, WinZip) is required;
Orientation to innovation, continuous process improvement, and process optimization;
Analytical thinking and strong problem-solving skills;
Negotiation and organizational skills; effective time management;
Ability to work collaboratively in a team and maintain strong internal/external relationships;
Personal integrity: honest, loyal, disciplined;
What makes you stand out:
Familiarity with Marsh-specific systems (Five9, BrokerAsig, MarshSat, etc.);
Why join our team:
Outstanding opportunity for developing a career in a multinational company, in a motivated team and a dynamic working environment
Full-Time, Permanent employment contract (working hours 9.00-18.00 with 1 hour lunch break)
Attractive benefits package (medical insurance, life insurance, travel insurance, birthday leave, meal vouchers and others)
Possibility to work from home, hybrid model (3 days at the office, 2 days at home)
Endless learning opportunities
