Supervisor – Client Management Operations

Supervisor - US and Canada Client Management Operations

Location: Bogotá, Colombia Department: Insurance Operations / Client Management Operations

Role Overview:

The Supervisor will manage resource planning, monitor workflows, and oversee day-to-day operational activities for the US Canada Client Management Operations team.  Client Management Operations is an important function to enable client satisfaction and growth.  Activities include onboarding new accounts to the firm, capturing and updating structured data for existing clients, and facilitating execution of client service agreements.  This Supervisor role is responsible for measuring and reporting on team productivity and individual performance, providing coaching and feedback to ensure a productive, engaged, and high-performing team. The Supervisor will also lead stakeholder engagement initiatives, maintain a controlled risk environment, and ensure compliance with professional standards and operational policies.  The role reports directly to the local Client Management leader as part of the Client Management Value Stream.

Key Responsibilities:

Team Management

• Manage and lead the Client Management Specialist team to meet service levels, ensuring accuracy, productivity, and timely delivery of work in accordance with SLAs.
• Monitor team workflows and prioritize workloads to ensure high-quality outcomes.
• Provide coaching, mentoring, and development support to team members, including new hires, to build functional capability and address knowledge gaps.
• Conduct formal performance evaluations and performance feedback to colleagues.
• Foster positive team culture and promote collaboration.
• Participate in recruiting and hiring as needed to maintain team capacity.

Quality Assurance

• Implement, oversee, perform and review quality assurance procedures.
• Identify coaching opportunities to improve quality scores.

Stakeholder Engagement

• Lead and participate in stakeholder engagement sessions, collaborating with client-facing colleagues and internal teams to improve client experience and understand client needs.
• Manage escalated calls, complaints, questions, and queries, overseeing the complaints management system, and ensuring quality communication with client-facing colleagues.

Risk and Compliance

• Maintain a controlled risk environment by identifying, assessing, and escalating operational risks and ensuring compliance with business professional standards and policies.
• Ensure adherence to data security and information governance guidelines.

Process Improvement

• Regularly update process manuals and create Standard Operating Procedures (SOPs) for new processes.
• Identify and implement best practices from the industry tailored to organizational needs.
• Continuously identify areas for process improvement and participate in related initiatives.
• Support business readiness and change management initiatives.
• Adapt to a fast-paced and changing environment to support business needs effectively.

Reporting

• Prepare and present weekly and monthly productivity and performance reports.

Qualifications:

• Proficient/expert in English along with the local language, only CV's in English will be considered.

• Bachelor's degree in business or a closely related field.
• 5+ years of experience in team and process management, preferably with North-America based companies.
• Strong supervisory skills with proven ability to coach, mentor, and develop team members.
• Excellent analytical skills to interpret reports and performance trends.
• Strong organizational and time management skills to work effectively under pressure and meet deadlines.
• Intermediate proficiency in Microsoft Office, including Excel (formulas, pivot tables), PowerPoint, and Outlook.
• Creativity and openness to experiment with various learning methodologies.
• Strong problem-solving skills and reasoning ability.
• Ability to adapt quickly and identify opportunities for improvement.

Preferred Skills:

• Basic understanding of data visualization tools such as Power BI or Tableau, or programming languages.
• Experience facilitating development programs.
• High attention to detail and ability to engage with teams to identify assistance needs.
• Insurance-related certifications are a plus.

What You Can Expect:

• Opportunities to exhibit and enhance your skills within a growing and diverse team.
• Comprehensive training programs including onboarding, insurance basics, and process-specific training.
• Exposure to a global leader in insurance broking and risk management with a strong culture of diversity, inclusion, and corporate social responsibility.
• Competitive salary, employee-friendly policies, health care benefits, and flexible benefits packages.
• Career growth opportunities across a global organization.

Marsh Risk es una compañía de Marsh (NYSE: MRSH), un líder global en riesgo, reaseguros y capital, personas e inversiones, y consultoría de gestión, y asesora a clientes en 130 países. Con ingresos anuales de más de $27 000 millones y más de 95 000 colegas, Marsh ayuda a construir la confianza para prosperar a través del poder de la perspectiva. Para obtener más información sobre Marsh Risk, visite marsh.com o síganos en LinkedIn y X.

Marsh se compromete a crear un entorno de trabajo diverso, inclusivo y flexible. Nuestro objetivo es atraer y retener a las mejores personas y abrazar la diversidad de edad, origen, discapacidad, origen étnico, responsabilidades familiares, orientación o expresión de género, estado civil, nacionalidad, estado parental, estado personal o social, afiliación política, raza, religión y creencias, sexo/género, orientación o expresión sexual, color de piel o cualquier otra característica protegida por la ley aplicable.

Marsh está comprometida con el trabajo híbrido, que incluye la flexibilidad de trabajar de forma remota y la colaboración, las conexiones y los beneficios del desarrollo profesional de trabajar juntos en la oficina. Se espera que todos los colegas de Marsh estén en su oficina local o trabajando en el sitio con clientes por lo menos tres días a la semana. Los equipos que trabajan desde la oficina identificarán al menos un día de asistencia presencial a la semana en el que todo su equipo estará reunido en persona.