Senior Manager - Insurance Operations (QA)

Marsh McLennan — Mumbai - Hiranandani

Company: Marsh Description: We are seeking a talented individual to join our Quality Assurance team at Marsh Risk, a Marsh Business. This role will be based in Mumbai. This is a hybrid role that has a requirement of working at least three days a week in the office. Senior Manager – Insurance Operations (Quality Assurance) (Grade E) The Quality Review Manager leads the design, execution, and continuous improvement of the quality review program for insurance operations. This role ensures adherence to regulatory requirements, internal standards, and client experience objectives while driving efficiency and coaching teams to achieve high performance. We will count on you to: Develop and implement the enterprise-wide quality review strategy for all insurance operations functions (e.g., placement, proof of insurance, surplus lines, contract review and policy admin). Define quality standards, scoring rubrics, audit methodologies, sampling plans, and validation processes. Establish a scalable QRM framework, including dashboards, KPIs, baselines, targets, and trending analyses. Lead the creation and governance of Quality Review Playbooks, standard operating procedures (SOPs), and training curriculum. Partners with BCS functional leaders, client teams, IT, and Training to ensure alignment with regulatory requirements (e.g., LIHT, NAIC guidelines, state-specific rules) and internal controls. Manage the Quality Review Analyst and Supervisor teams; recruit, mentor, and develop talent; assign work and monitor performance. Drive continuous improvement initiatives (CI), using Lean/Six Sigma methodologies where applicable; pilot and roll out best practices. Oversee calibration sessions to ensure inter-rater reliability and fair scoring. Provide executive-level reporting: program health, risk indicators, root cause analyses, and remediation plans. Manage budget, vendor relationships, tools (quality management system, speech/text analytics, dashboards), and governance committees. Ensu

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