Insurance Process Support Manager

Company: Marsh

Description: Reports to BCS Leader – Proof of Insurance (Austin)

Proof of Insurance Production Manager

Overview

Lead and oversee the Proof of Insurance production team to ensure the efficient, accurate, and compliant management of proof of insurance processes for client programs. Drive superior client service delivery, regulatory adherence, and operational excellence while fostering collaboration among brokers, clients, carriers, vendors, lenders, and internal departments.

Key Responsibilities

- Supervise daily operations of the Proof of Insurance production team, ensuring timely preparation, verification, and issuance of Certificates of Insurance (COIs), Auto ID cards (digital and physical), and other regulatory or lender-required proof of coverage.

- Monitor team performance against KPIs such as client satisfaction, issuance accuracy, response times, and expiration management; implement corrective actions and process improvements as needed.

- Provide coaching, training, and development to analysts on COI/Auto ID requirements, best practices, compliance standards, and client service excellence.

- Serve as the escalation point for client issues, disputes, and discrepancies, coordinating with underwriting, billing, policy administration, and external partners to resolve matters efficiently.

- Maintain and enhance templates, standard language, compliance checklists, and audit procedures to ensure consistency and regulatory compliance across all proof of insurance documents.

- Collaborate with cross-functional teams to streamline workflows, integrate automated COI generation tools, and leverage e-signature platforms to improve operational efficiency.

- Lead communication efforts to proactively manage client and broker expectations, providing clear, empathetic guidance and status updates.

- Ensure thorough documentation and audit trails for all proof-of-insurance transactions and support compliance audits with minimal findings.

- Stay informed on industry trends, regulatory changes, and market practices affecting proof of insurance and client service, disseminating relevant updates to the team.

- Foster a positive team environment that encourages high-quality service, accuracy, risk awareness, and continuous improvement.

Required Skills and Qualifications

- Bachelor’s degree preferred.

- 5+ years of experience in a supervisory or leadership role

- English proficiency is necessary; all CV’s must be in English otherwise the application will not be considered.

Preferred Qualifications

- Strong knowledge of auto insurance policies, coverages, endorsements, COI formats, lender/client requirements, and regulatory standards (e.g., ACORD).

- Proficiency with policy administration systems, CRM platforms, MS Office (Excel), and digital COI/e-delivery tools.

- Exceptional leadership, communication, and interpersonal skills with the ability to manage and motivate a team.

- Demonstrated ability to handle high-volume, complex requests with accuracy and composure.

- Strong organizational, multi-tasking, and problem-solving capabilities with keen attention to detail.

- Experience interfacing with lenders and managing project-specific COI requirements preferred.

- Familiarity with automated COI generation and e-signature technologies is a plus.

Performance Indicators (KPIs)

- Team client satisfaction scores related to proof of insurance requests.

- Broker relationship health metrics including response time and issue resolution quality.

- Number of discrepancies detected and resolved monthly.

- Expiration management effectiveness (renewals issued before expiration).

- Compliance audit pass rate with minimal findings.

- Training completion rates and effectiveness of knowledge transfer within the team.

Marsh, a business of Marsh McLennan (NYSE: MMC), is the world’s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X.

Marsh McLennan 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.

Marsh McLennan 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 McLennan 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.

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