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Marsh & McLennan Companies

Operations Manager

Marsh & McLennan Companies - Norwood, MA

Operations Manager','NOR005VP','!*!The purpose of this position is to execute the vision for and lead the overall performance of the operations unit in collaboration with the business leader. Oversees a broad scope of professional management activities related to the day-to-day management of the operation. Provides leadership and direction to managers towards achieving department and organization objectives. Work is performed under the most general supervision where independence is required.

Management Responsibility

Oversees the day-to-day management operation which includes ensuring adequate staffing with properly trained personnel, accountability for quality and quantity of work, and guiding and advising subordinates in the more complex phases of their work.

Oversees and directs manager recommendations regarding employment, employee performance, promotions, salary recommendations, transfers and terminations.

Evaluates teams on a regular basis to ensure positions within the teams are appropriate and operating to achieve maximum productivity. Make recommendations for changes as necessary to achieve appropriate staffing levels to meet cost of servicing goals.

Conducts performance appraisals, fosters employee development, interviews as appropriate, and serves as a role model for the operation.

Ensures compliance with departmental performance management process, including progressive disciplinary action if necessary.  

Has full authority for the following people management responsibilities:

Assigning, directing, and evaluating work

Conducting performance evaluations, progressive counseling and career development discussions

Ensuring appropriate orientation and on-going education/training

Hiring and input into firing employees

Promotion, salary and bonus actions

Business Strategy/Operations

Defines and develops the business' strategies and objectives along with the business leader. Works closely with management to foster effective working relationships and ensure alignment with business objectives.

Interacts regularly with executive team and individual department heads to ensure that company’s operational priorities are aligned with total company direction. Works across the organization to understand, influence and implement strategies that support new products and services.

Provides support to client leaders to obtain an understanding of needs and problems resulting in the implementation of systemic changes to improve service based on feedback.

Possesses a thorough understanding of client environment and has the ability to obtain group consensus with follow up implementation through staff.

Collaborate and provide direction to managers to enhance technology and service delivery to include analyzing, proposing, testing, implementing, training, maintaining and monitoring in order to continuously improve customer satisfaction levels, operational effectiveness and cost efficiencies.

Participate in review and consideration of new business opportunities including analyzing the affect on the operations including the impact on productivity, staffing levels, system capabilities, workstations etc. Collaborate with upper management to discuss the challenges, opportunities and concerns involved with implementation of changes.

Interfaces with colleagues at all levels within the organization, external customers, and carriers to ensure maximum efficiency, problem resolution, and regulatory guidelines are met.

Client Management/Relationship

Monitors at risk client accounts and pro-actively develops corrective strategies.

Delivers presentations to insurance carriers and clients on programs and develops industry relationships.

Budget Management/P&L Responsibility

Works with business leader to develop annual budget for the operations unit and is responsible for managing all functions that contribute to the profitability of the unit and the achievement of business objectives, monitoring regular monthly reports received from finance in order to inform management of any significant variances that may occur.

Exercises the expense control, and maximizes revenue in compliance with corporate guidelines.

Identify problems or issues in processes and implements solutions bringing bottom line results.

College Degree required

2-5 years relevant industry experience Proven leadership experience required, with a focus on goal setting and coaching  

Ability to drive to results by making decisions in a proactive, timely way and establishing priorities with clear goals and responsibilities to achieve results.  

Ability to independently formulate solutions and employs and examines all resources available to implement solutions.  

Ability to lead change by effectively building commitment and winning support for initiatives.  

Strong interpersonal skills with the demonstrated ability to gain the confidence, respect and trust of senior executives, clients and staff

Ability to conceptualize a project and create a vision.  

Demonstrated ability to lead others and follow-through on projects to completion.  

Demonstrated ability to function effectively as a team-oriented leader, able to work independently but also lead cross-functionally.  

Proven ability to exercise sound judgment and strong problem solving skills.  

Effective written and verbal communication skills, including the ability to communicate internally as well as externally with remote locations, external partners and clients, and vendors.

Proven negotiation skills with the demonstrated ability to effectively develop and leverage key relationships.  

Proven project and time management skills; must be resourceful in developing alternative solutions and meeting deadlines in a real time, fast paced environment.

Must demonstrate strong active listening and follow-up skills, planning, prioritizing, organization, analytical and customer/employee relations skills in the performance of all essential job functions.

Must possess strong presentation skills and demonstrate a comfort dealing with high level executives.  

Support in pursuing and winning new contracts as well as renewing and expanding current contracts.  

Strong computer skills and the ability to navigate through multiple systems without assistance, proficient in Microsoft Office.  

Ability to lead by example; personal service orientation, attendance, and availability in the department are critical.

Demonstrated use of logic and creativity in decision making.  

Must demonstrate professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development.

Exposure to managing a P&L preferred.

Core competencies include:

Managing Resources and People

Critical Thinking and Problem Solving  

Building and Maintaining Relationships  

Professional/Technical Knowledge


Mercer delivers advice and technology-driven solutions that help organizations meet the health, wealth and career needs of a changing workforce. Mercer’s more than 22,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), the leading global professional services firm in the areas of risk, strategy and people. With more than 60,000 colleagues and annual revenue over $13 billion, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. Marsh & McLennan Companies is also the parent company of Marsh,which advises individual and commercial clients of all sizes on insurance broking and innovative risk management solutions; Guy Carpenter, which develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities; and Oliver Wyman, which serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit Follow Mercer on Twitter @Mercer.

Mercer LLC and its separately incorporated operating entities around the world are part of Marsh & McLennan Companies, a publicly held company (ticker symbol: MMC).

Marsh & McLennan Companies offers competitive salaries and comprehensive benefits. For more information about our company, please visit us at: We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at:

Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers. ','Client Service','US-MA-Norwood','','','','','are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.','Operations Manager

14 days 14 hours ago

Marsh & McLennan Companies


Operations Manager Marsh & McLennan Companies - Norwood, MA, United States


Location: Norwood, MA

Company Profile:
Marsh & McLennan Companies is the premier global professional services firm providing advice and solutions in risk, strategy and human capital. Through our market leading brands, colleagues in more than 100 countries help clients identify, plan for and respond to critical business issues and risks. Risk and Insurance Services Marsh is the world leader in delivering risk and insurance services and solutions to clients. It provides global risk management, risk consulting, insurance broking, alternative risk financing, and insurance program management services for businesses, public entities, associations, professional services organizations, and private clients. Marsh is organized by client, industry, and risk categories to facilitate the global delivery of highly specialized products and services covering a wide spectrum of risks.