Senior Manager, Mercer Marsh Benefits Operations

We are seeking a talented individual to join our Business Client Services team at Marsh. This role will be based in Sydney. This is a hybrid role requiring at least three days per week in the office.

Senior Manager, Mercer Marsh Benefits Operations

Mercer Marsh Benefits is the employee benefits and insurance brokerage business in the Pacific region. MMB provides comprehensive advice and solutions to multinational corporations on managing their health and benefits risks, through products including Group Life Insurance, Workers Compensation and Private Health.

The Senior Manager, MMB Operations is a strategic position requiring business judgment, strong stakeholder influence, and demonstrated operational excellence. The role balances the transformation of the BCS operating model with the operational stability required to deliver continuous, high-quality service to MMB broking teams.

We will count on you to:

• Partner with the MMB Leadership Team to conduct a comprehensive review of the current engagement and support model between broking teams and Business Client Services
• Translate identified improvements into the BCS Target Operating Model implementation
• Provide strategic leadership to the MMB BCS operations team
• Lead and champion process improvement and digitisation initiatives
• Serve as the key liaison with the Global Capability Centre (GCC) in India for BCS service delivery
• Build and maintain strong relationships with the MMB Leadership Team, BCS teams, and GCC partners
• Establish, monitor, and drive BCS operational KPIs, quality metrics, and service level delivery

What you need to have:

• Minimum 8 years of progressive operational leadership experience in roles of increasing responsibility
• Minimum 5 years of experience in the life insurance or workers compensation industry or closely related sectors (professional services, financial services, business process outsourcing)
• Demonstrated experience implementing significant process improvements, transformations, or business operating model changes
• Proven track record of leading operational teams and developing high-performing, engaged workforces
• Experience working with shared services or Business Client Services functions and understanding of client-facing support operations
• Experience coordinating across geographically dispersed teams, including offshore service delivery partnerships
• Demonstrated success identifying and implementing digitisation initiatives and process automation projects
• Experience with performance management, operational metrics, service levels, and data-driven decision making

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being

Marsh Risk is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Marsh Risk, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.