Marsh
Insurance
Responsabled’équipeServiceClients—BusinessAffinitaire
“Responsable d’équipe Service Clients — Business Affinitaire at Marsh. Skills: Affinity program management, Operational excellence, Process optimization, Digitalization strategy. Pilot affinity programs. Supervise operational management of affinity programs”
What You'll Achieve.
Improve customer service quality; Improve partner satisfaction; Reduce operational costs; Structure a scalable and resilient organization; Support growth of affinity portfolios; Secure partner relationships
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
7 to 10 years minimum experience in operational functions, Bac +4/5 degree (insurance, management, commerce, or equivalent), Mastery of management processes (underwriting, partner/client relations, billing, commissions), Strong experience in operational transformation, digitalization, and process optimization, Knowledge of outsourcing/offshoring models and associated governance issues, Mastery of steering tools (KPIs, dashboards, reporting), Proven leadership and team management experience, Project management and change management skills, Proficiency in English
Nice to Have
Significant experience in managing distributed partner relationships, Significant experience in managing affinity products
What You'll Do.
Pilot affinity programs
Supervise operational management of affinity programs
Ensure support for partners and clients
Guarantee compliance with service commitments
Ensure regulatory and contractual compliance
Pilot performance indicators (KPIs)
Deploy continuous improvement plans
Collaborate with distribution
Define and deploy operational excellence strategy
Map irritants and friction points
Implement corrective actions
Build fluid and homogeneous user journeys
Implement satisfaction measurement tools
Pilot feedback with commercial and product teams
and document business processes
Identify automation and digitalization levers
Optimize processing flows
Deploy Lean / continuous improvement methods
Deploy operational dashboards
Identify activities eligible for outsourcing
Define and pilot offshoring and service provider strategy
and data security measures
Ensure skills development and alignment of outsourced teams
Supervise internal teams
Manage external service providers and operational partners
Promote a culture of performance
Work closely with commercial
How You'll Work.
Team & Collaboration
Cross-functional teams; Internal teams; External service providers; Operational partners; Commercial teams; Underwriting teams; Placement teams; CoE teams; IT teams; Compliance teams
Process & Methodology
Change management
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