Senior Specialist - Operations Management
Skills
About the role
This is a senior client operations management role at Marsh McLennan in Toronto, serving as the single point of contact for Client Management Operations in Canada. It suits an experienced operations professional from insurance or financial services who can drive process improvement and manage stakeholder relationships without direct reports. The role follows a hybrid schedule requiring in-office presence at least three days a week.
What you’ll do
- Serve as strategic partner and primary liaison to Canada business leaders and cross-functional partners
- Develop and execute an engagement plan to increase adoption of Client Management Operations services
- Act as escalation point for operational issues and drive timely resolutions
- Monitor and report against key operational KPIs like onboarding turnaround and SLA compliance
- Partner with the Global Capability Center to ensure consistent service delivery
- Coordinate remediation and lead root-cause analysis for recurring issues
- Identify and drive process improvements and automation opportunities
- Lead change management activities for new processes or tools
- Maintain oversight of governance, controls and compliance activities
What they’re looking for
- 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 in insurance/financial services
- Demonstrated ability to influence senior stakeholders without direct reporting lines
- Strong operational mindset with experience managing KPIs, SLAs and performance dashboards
- Excellent verbal, written and presentation communication skills
- Strong problem-solving and project/priority management skills
- Comfortable working with offshore/GCC teams in a hybrid in-office environment
Nice to have
- Experience with client onboarding, client lifecycle management, or similar insurance operations functions
- Experience working with global/shared service centers and driving improvements across distributed teams
- Continuous improvement experience such as Lean or Six Sigma
- French language skills or other Canadian official language skills
- Prior experience in a matrixed, regulated environment
What’s on offer
- Base salary range of $83,800 to $133,800
- Eligibility for performance-based incentives
- Health and welfare benefits, tuition assistance, retirement programs
- Employee assistance programs
Questions about this role
Is this role remote?
No, it is a hybrid role requiring at least three days per week in the local office.
How much does it pay?
The posting states a base salary range of $83,800 to $133,800 CAD.
How many years of experience do I need?
The posting asks for 7+ years of relevant experience in client operations or service delivery.
Do I need a degree?
A bachelor's degree is requested, or equivalent experience.
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