Senior Manager, Value Stream Operations

Company:

Marsh

Description:

Marsh is seeking a Senior Manager, Value Stream Operations to join our Business Client Services (BCS) team, based in Sydney or Melbourne. This is a key operational leadership role responsible for coordinating and driving operational synergies across Marsh Pacific’s four core value streams: Client Management, Placement, Policy Servicing, and Fiduciary.

Reporting to the Marsh Pacific COO, you’ll work closely with Global Value Stream Leaders, the APAC Claims Value Stream Leader, the Senior Manager, Segment Engagement, and our Global Capability Centre (GCC) in India to ensure seamless, high-quality service delivery to our Pacific Broking teams. You will also play a major role in digitization, process improvement, and transformation initiatives designed to lift operational capability and customer experience.


We will count on you to:

• Identify cross-functional opportunities across Client Management, Placement, Policy Servicing, and Fiduciary to reduce handoffs, improve efficiency, and enhance service delivery.
• Provide guidance, alignment, and capability support to Value Stream Team Leaders (dotted line) while working effectively within a matrix structure.
• Translate global strategy and best practices into local operational delivery, ensuring alignment on priorities, quality, and service levels.
• Act as the key liaison to the GCC in India, setting expectations, managing feedback loops, and improving quality and accuracy of deliverables.
• Lead and champion initiatives that modernize operations, reduce manual effort, improve data accuracy, and increase efficiency—identifying automation opportunities and driving adoption.

What you need to have:

• Strong insurance operations experience.
• Demonstrated experience digitizing and improving operational processes—including process optimization, automation opportunities, standardization, and adoption of new tools/ways of working.
• Experience partnering with and improving outcomes through offshore teams / global service delivery centres, with a focus on service quality and performance.
• Proven ability to influence stakeholders across a matrix environment and align diverse teams around shared priorities.
• A practical leadership style with the ability to provide on-the-ground mentorship, guidance, and capability uplift.
  

What makes you stand out:

• Operational leadership experience.
• Strong skills in KPI management, operational metrics, and >
  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.