Claims Operations Manager

Role Overview

• Drive a bold and innovative vision to transform Marsh’s Claims Operations practice in Romania, supporting the delivery of the Operational Excellence (OpEx) agenda;
• Execute on a Claims Optimization vision and set of priorities that are linked with business, operations, technology and customer needs;
• Own the delivery of a best-in-class operational function in Claims that leverages optimal workflows, automation, and process streamlining capabilities to operate more efficiently;
• Provide strategic vision and hands-on leadership for Romania Claims Operations, setting clear goals and ensuring the team delivers agreed objectives and KPIs;
• Drive continuous improvement and operational excellence by challenging current practices, introducing streamlined workflows, automation, and best-practice solutions to reduce risk and increase efficiency;
• Lead and manage change: plan, sponsor and embed transformation initiatives; ensure capability building and adoption to deliver excellent client outcomes;
• Build and maintain strong stakeholder relationships (Advocacy, FACS, regional/EU Claims Operations, clients, insurers and adjusters) to secure alignment and enable successful program delivery;
• Manage, coach and develop the team: allocate tasks, supervise daily activities, run performance reviews, set annual objectives, coordinate induction and continuous learning, and support recruitment to maintain the required capability and capacity;
• Oversee operational design and resource alignment: optimize role–cost–location through workflow systems, virtual centers of excellence and target-state operating models; support footprint and budget decisions;
• Monitor performance and compliance: track KPIs, prepare and present performance reports, resolve issues promptly, ensure accuracy and timeliness of information, and complete mandatory training and regulatory requirements;
• Collaborate with country and regional leadership to identify and implement new revenue models and operational opportunities for Operations, Advocacy and FACS;
• Maintain professional standards: ensure confidentiality, proper care of company assets, adherence to internal procedures, code of conduct, and health & safety rules;
• Be accountable for the role’s responsibilities and annual objectives, using working time effectively and escalating issues that may impact client relations or service delivery;

Requirements

• 5–10 years’ experience managing claims operations, preferably within insurance operations
• Fluency in Romanian and English (English at C1 / advanced level)
• Experience in team coordination and driving operational efficiency
• Excellent written and oral communication, coordination, coaching, and team leadership skills
• Independent leadership capacity with a track record of delivering change and meeting objectives
• Strong stakeholder relationship and influencing skills with gravitas and credibility
• Graduate of an initial qualification or continuous training course in insurance
• Proven experience in project implementation, process change, and organizational transformation
• Proficiency in office applications (Outlook, Word, Excel, PowerPoint, WinZip) is required
• Orientation to innovation, continuous process improvement, and process optimization
• Analytical thinking and strong problem-solving skills
• Negotiation and organizational skills; effective time management
• Ability to work collaboratively in a team and maintain strong internal/external relationships
• Personal integrity: honest, loyal, disciplined

Benefits

• medical insurance
• life insurance
• travel insurance
• birthday leave
• meal vouchers