Description

We are seeking a talented individual to join our Client Management Operations team at Marsh. This role will be based in New York City. This is a hybrid role that has a requirement of working at least three days a week in the office.

The Global Program Manager for Client Management Operations will play a critical role in implementing and executing significant transformation programs. Reporting directly to the Global Head of Client Management Operations, you will shape and deliver large-scale, complex programs aligned with the global strategic transformation and change agenda, serving as a trusted advisor to leadership and driving Operational Excellence (OpEx) priorities.

We will count on you to:

• Lead the design and execution of our client management strategy, in partnership with operations, technology, sales, distribution and practice teams, focused on increasing commercial opportunities and optimizing client retention strategies. This includes establishing relationships with the regional value stream leaders and COOs to partner on advancing our commercial objectives, through a strong understanding of business challenges, goals and the outcomes required
• Leveraging the power of our client data to drive excellence in client service, end to end, across all of our value streams by leading the design and development of our client reference and preference data strategy, including development of key performance indicators for continuous improvement.
• Advancing our aspiration to establish a globally consistent, differentiated colleague and client experience around transition management and client onboarding, committed to best practices and continuous improvement across all of our regions, which includes the following functions: Transition Management, Client Due Diligence, Internal Client Set-Up, Servicing Preparation / Client Profile completion, and Client Service Agreement coordination
• Actively contribute to the technology strategy of the value stream, establishing change and adoption plans in partnership with regional leaders and ensuring consistency in solutions
• Develop methods for implementing long-term project goals and objectives for highly complex and regional projects, prioritizing and driving transformation needs to deliver desired customer, colleague, operational, and financial outcomes.
• Manage all project funds, develop and implement project plans covering resources, scope, schedule, cost, assumptions, and dependencies, and prepare global status reports while interfacing with stakeholders across seven regions.
• Coordinate and communicate project activities with relevant stakeholders to ensure progress within time and budget constraints.
• Provide tracking and next steps in initiative delivery to leaders and support project teams with expertise in process excellence, project management, facilitation, problem solving, and accelerating transformation and value creation.
• Influences cross-functional leaders across highly matrixed global organization to align competing perspectives, build consensus, and guide stakeholders through complex change journeys-delivering on program milestones, minimizing disruption, and securing sustained adoption.

What you need to have:

• 12+ years in program/project management on large, complex solutions aligned with organizational strategic vision.
• 8+ years experience working with, facilitating, and presenting to senior leadership.
• Strong Commercial acumen - ability to identify where operations can enhance the client value proposition, keeping a client-centric focus
• Proactive stakeholder management, strategic and tactical influencing skills
• Experience in leading and driving transformation /change at scale and pace
• Ability to lead in ambiguity - translate complexity to clear vision
• Pragmatic approach to problem solving, aligned to client and business needs, operating with a sense of urgency
• Team player, demonstrates strength in working collaboratively
• Evidence of ability to innovate
• Extensive people leadership experience managing mid-sized (3-8 person) project teams and influencing non-direct reports.

What makes you stand out:

• Project Management Methodology Certification and/or Lean Six Sigma Certification.
• Operations experience intersecting insurance and consulting.
• Project management experience in multi-cultural and multi-site environments.
• Demonstrated ability to drive multiple simultaneous large-scale transformation programs across operations and IT globally.
• Strong Commercial understanding of client needs, innovative technology solutions (robotics, AI, etc.), and ability to develop new products, processes, and standards supporting business strategy.

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 embracing 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, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting reasonableaccommodations@mmc.com.

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.

The applicable base salary range for this role is $129,800 to $276,600.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.