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Senior Insurance Operations Specialist II

Location: Toronto, Ontario, Canada

Company: Marsh

Job ID R_057862-en

This role provides support to the Client Facing Brokers for document review in the renewal process to ensure that communication and process flow between Marsh, carriers and clients is timely and consistent from submission to policy issuance. This role is also responsible for gathering, reviewing, and some analysis of required client information to ensure that materials produced are accurate and meet the requirements of the Broking Teams to present the information to the clients and carriers and make the appropriate recommendations. The colleague in this role requires specialized insurance knowledge to be able to fulfill their role in conducting first policy reviews. Role is responsible for more complex policies and renewals, i.e. multi-layered, co-insured placements.


Customer Awareness and Focus

  • Maintain a solid understanding of the core aspects of relevant Insurance and related legislation
  • Lead and/or participate  in stakeholder engagement sessions and work in partnership with brokers on identified initiatives to improve client experience
  • Understand the needs and expectations of Marsh external clients and ensure the delivery of quality service to colleagues and client teams
  • Manage escalated calls, complaints, questions, and queries as necessary
  • Develop awareness of key stakeholders of the Operations team
  • Build and maintain relationships with the appropriate level at Insurer to ensure effective execution in post placement services, as well as maintaining customer service to Client Team and peers

Technical Support and Coaching

  • Provide coaching and support to Operations team in area of expertise
  • Provide assistance to Operations Team Leaders by acting as a point of escalation as required
  • Identify opportunities for improvement within operational processes and work with colleagues and Operations Services Team Leaders to deliver improvements
  • Provide Subject Matter Expertise (SME) support to business stakeholders and participate in group and business unit lead initiatives.

Administration and Documentation

  • Ensure timely & accurate processing of:

o core brokerage tasks

o client and carrier documentation

o computer system records, data, and files in M-Share

o current and outstanding documentation follow ups

o miscellaneous correspondence

  • Responsible for quality transactions, seamless client service and quality of work product.
  • Responsible for the review of simple to complex policy wordings (mid-term endorsements, audits and adjustments) across various industry segments; achieved by comparing certified policy and/ or binder to policy issuance request as per established best practices


  • Adhere strictly to the company's quality practices and other systems and procedures, professional standards, Greater Good
  • Comply fully with the Company's Errors and Omissions avoidance policy
  • Comply with company policy for continuous professional development
  • Possess a thorough working knowledge of all aspects of the Insurance (Agents & Brokers) Act, Insurance Contracts Act and other relevant legislation



  • College or university degree (or equivalent experience) required


  • 3-5 years of work experience required, with 3+ years previous insurance experience required
  • Ability to review simple to complex core commercial coverage

Knowledge and skills (general and technical)

•           Intermediate Insurance knowledge in one or two product families

•           Clear and concise oral and written communication skills

•           Comfortable and experience working  with technology (solutions)

•           Proficient in Microsoft Office tools (or equivalent) – Outlook, Word and      Excel

•           Strong numerical skills

•           Excellent organization skills – able to prioritize work and meet deadlines

•           Excellent interpersonal skills – able to work within a team

•           Demonstrated leadership qualities

•           Strong networking skills

•           Strong problem solving capabilities

•           Ability to handle complex and difficult negotiations and influence stakeholders

Other requirements (licenses, certifications, specialized training)     

•           Broker License, other certification or licenses as required by jurisdictions

•           Demonstrated fulfillment of CIP courses, CIP

Marsh is a global leader in insurance broking and risk management. In more than 130 countries, our experts in every facet of risk and across industries help clients to anticipate, quantify, and more fully understand the range of risks they face. We work with clients of all sizes to define, design, and deliver innovative solutions to better quantify and manage risk. We offer risk management, risk consulting, insurance broking, alternative risk financing, and insurance program management services to businesses, government entities, organizations, and individuals around the world. To every client interaction we bring an unmatched combination of deep intellectual capital, industry-specific expertise, global experience, and collaboration. Since 1871, clients have relied on Marsh for trusted advice, to represent their interests in the marketplace, make sense of an increasingly complex world, and help turn risks into new opportunities for growth. Our more than 30,000 colleagues work on behalf of our clients, who are enterprises of all sizes in every industry, and include individuals, multinational organizations, and government entities worldwide. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Visit for more information and follow us on LinkedIn and Twitter @MarshGlobal

Marsh 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 and programs including: health and welfare, tuition assistance, pension, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. 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:

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