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UK Claims Program Lead

1 month ago

London, Greater London, United Kingdom Marsh Full time

UK Claims Program Lead – London or Norwich Office

Marsh's Claims Operations team is looking forward to welcoming a Program Manager to the UK team. In this role, you'll be leading the UK Claims Program across Technology, Segregation of Duties, Centralisation and Data initiatives. These initiatives are aimed at transforming the way we work across our Claims Operations. You'll be exposed to the Claims Ops and broader UK Ops leadership team as you will be leading programs that are aimed at creating capacity for our colleagues to better serve our clients. You will be collaborating with our IT partners as we design automation solutions.

In this role, you will be part of a broader Claims Program Delivery team, comprised of program managers, project managers and business analysts all working in concert to deliver on this Claims transformation program. The role will need to build and lead a high performing UK delivery team and partner with Business, Ops and Tech teams to drive delivery at maximum efficiency and productivity to enable our colleagues to better serve our clients and with a detailed focus on delivery of financial commitments.

What can you expect?

  • Lead the holistic change program for UK Claims Operations organisation
  • Be part of a broader global Claims Program Delivery team focused on problem solving, delivery and aligning to a global target operating model
  • Shape the future of the way we operate as the risk advisor of the future

What will you be rewarded with?

  • We offer and embrace a hybrid working model that nurtures a collaborative working environment in the office 3 days per week allowing 2 days per week to be spent working on a remote basis.
  • Competitive Benefits Package including: 27 days annual leave, up to 4 days flexible bank holidays, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.
  • Generous Family Leave including: 6 months paid maternity leave, 4 months paid paternity leave, 6 months paid adoption leave plus shared parental leave options. To help ease the transition when you return to work you will be able to work 8 weeks at 80% of your normal work pattern and receive 100% of your normal salary.

We will rely on you to:

Lead the UK's Claims Program

  • Responsible for the effective execution of all Claims programs within the UK ensuring portfolio execution, change management and resource management are all working in concert across the region
  • Chair the UK Claims steering committee, driving pace and ensuring transparency, escalation and decision making at senior executive and steering committee level
  • Executive expectation management across UK Operations by ensuring alignment of change portfolio with UK Claims Ops lead, adjacent Value Stream leads, UK COO and Business Heads
  • Drive, accelerate and track capacity release with ultimate goal of realising benefits committed

Drive UK Claims Operations towards complete alignment with the Global OPEX Target Operating Model

  • Apply the relevant methodology i.e. Agile v Waterfall for a workstream, ensure alignment with global workstream approach, drive towards maximum standardisation of strategic solutions (ClearSight) and ensure UK specific nuances are accounted for
  • Close partnership with business process managemenet team on driving towards TOM across all Claims initiatives and completion of regular operating model assessments to measure progress towards TOM
  • Align with global Program Delivery team on strategic toolkits (Planview for project management & financial tracking, communications toolkit) and ensure adoption by delivery team

Continue to develop an environment and culture to allow change to thrive

  • Drive cross regional collaboration by having a global view of Claims agenda, understanding the change agenda of other regions, linkages and drive consistency within and across divisions
  • Build a culture where exploration is encouraged and it is understood that failure is part of learning – Engage in local emerging tech landscape and run POCs to explore new ways of solving business problems, identify and participate in industry change initiatives which are of most importance/value to Marsh
  • Promote a learning organization where there is an understanding there are always opportunities to improve and questioning of current state - Partner with process design and architecture function to drive redesigning of existing service models and discovery of new service models

Strive to become an Inspirational leader and mentor across UK Operations

  • Lead by example with respect to having a macro view of the current/future state of UK Operations across the divisions/regions and showing the value the change discipline brings to an organisation's transformation
  • Provide clear and consistent objectives and priorities to the delivery teams to enhance their ability to execute and prioritise
  • Allow individuals to play to their strengths without compromising common goals and ensure a broad range of perspectives and experiences are incorporated into decisions
  • Act as a coach and mentor to all staff and build teams with diversity at its core ensuring they understand the organisation's goals and how they are part of it

What you need to have:

  • Experience leading delivery teams and development of change execution maturity
  • Extensive program and change management experience
  • Worked on change programs that are multi-year and global in nature
  • Domain knowledge in insurance, financial services is highly preferred
  • Strong written and verbal communication

What makes you stand out:

  • A strategic mindset with respect to leading and developing a change delivery team
  • Excellent business partnering and communication skills
  • Managing programs with significant number of stakeholders and project updates at various levels (C Suite, upper management, colleagues)
  • Experience in ensuring adoption by stakeholders and user populations, and ensuring anticipated benefits are realized

About Marsh

Marsh is the world's leading insurance broker and risk adviser. With over 35,000 colleagues operating in more than 130 countries, Marsh serves commercial and individual clients with data driven risk solutions and advisory services. Marsh is a business of Marsh McLennan (NYSE: MMC), the leading global professional services firm in the areas of risk, strategy and people. With annual revenue approaching US $17 billion and 76,000 colleagues worldwide, MMC helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. Follow Marsh on Twitter @MarshGlobal; LinkedIn; Facebook; and YouTube, or subscribe to BRINK.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, religion, sexual orientation, gender identity or any other characteristic protected by applicable law.

We are an equal opportunities employer. We are committed to providing reasonable support to any candidate with a disability/health condition to allow them to fully participate in the recruitment process. We welcome candidates to contact us at to discuss any specific needs.

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