Associate Director - Claims Advocacy

Company:

Description:

We are seeking a strategic leader to join our Claims Advocacy team, part of our risk, reinsurance and capital business at Marsh. This role will be based in Mumbai. This is a hybrid role that has a requirement of working at least three days a week in the office.

Associate Director - Claims Advocacy

This role will provide strategic leadership and oversight to drive the growth, effectiveness, and excellence of our Claims Advocacy practice while serving as a trusted advisor to our US&C Claims Advocacy leadership. The role will play a pivotal role in leading the IKS Claims Advocacy team, managing stakeholder relationships, driving strategic initiatives, and fostering a high-performing team culture.

We will count on you to:

• Serve as a strategic partner to US&C Claims Advocacy team, providing support & guidance in the development and execution of strategic initiatives
• Play a pivotal role in aligning IKS Claims Advocacy delivery support with long-term strategic objectives of the US&C Claims Advocacy leadership
• Develop and Implement strategies / frameworks to drive practice growth, ensuring enhanced stakeholder / client experience
• Facilitate effective communication across departments and teams, ensuring alignment and coordination of efforts
• Act as an escalation point and lead the discussion to manage and mitigate complex situations and scenarios.
• Define, monitor, and report on team KPIs, SLAs, and quality metrics, escalating risks to senior management as appropriate.
• Drive continuous improvement initiatives within the Claims Advocacy function, leveraging technology, data analytics, and process optimization to enhance efficiency and business outcomes.
• Produce and present management information, reports, and stewardship materials to leadership in a timely manner.
• Liaises with Operations team regarding claims processing and client feedback to facilitate smooth functioning of the claims process to support generation of revenue for team.
• Help in developing and promoting Claims Advocacy proposition through thought leadership, insights publications, and various engagements.
• Build and maintain trusted, long-term relationships with stakeholders, acting as a strategic advisor on people, process and technology.
• Establish a robust governance framework, leading stakeholder reviews, delivering actionable insights and recommendations on a defined frequency.
• Representing IKS Claims Advocacy team at various forums, reviews, and meetings enhancing trust and credibility in offerings.
• Build regional or global relationships & collaborate across the enterprise and share best practice to contribute to business growth.
• Support new & ongoing Claims Advocacy initiatives aimed towards achieving short-term and long-term objectives.
• Lead the IKS Claims Advocacy team, setting clear objectives, performance expectations, and development plans aligned to people strategy.
• Develop and coach colleagues including facilitating colleagues' training programs and providing all the required support to achieve delivery excellence aligning to agreed KPIs achieving stakeholders' satisfaction.
• Establish and drive a robust engagement framework, encompassing regular connects, performance reviews, and team meetings to foster a culture of accountability, and continuous improvement.
• Drive a collaborative, inclusive team culture that embodies Claims Advocacy values supporting colleague wellbeing.
• Timely close all open roles, support activities encompassing hiring, onboarding, and succession planning for the team.
• Manage resource allocation across the team's portfolio, ensuring appropriate workload distribution and capacity planning.
• Build knowledge and understanding of the Claims Advocacy business, its offerings, and strategic priorities
• Leverage industry knowledge contributing to practice development efforts

What you need to have:

• 10+ years of professional experience in claims, insurance advisory, risk consulting, or business operations
• 5+ years of experience in a senior leadership / management role leading teams in a professional services environment
• Strong knowledge of US casualty insurance, claims management, and insurance industry dynamics
• Proven track record of driving strategic initiatives and managing large-scale transformation or process improvement projects
• Demonstrated ability to manage and lead high-performing teams with a focus on talent development, coaching, and mentoring
• Strong stakeholder management skills with the ability to influence at all levels, including C-suite executives and external clients
• Excellent communication, presentation, and facilitation skills with the ability to distill complex information into actionable insights
• Strong analytical capabilities and comfort with data-driven decision making
• Experience with process improvement methodologies and modern technology platforms
• Experience in a consulting or advisory services environment is highly desirable

What makes you stand out?

• Proven thought leadership and industry visibility in the insurance/claims space
• Experience in building or scaling advisory practices or centers of excellence
• Track record of successfully implementing CRM systems or digital transformation initiatives

Why join our team:

• 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.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.