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Chief Operating Officer - Private Client Services - National

Company: Marsh USA Inc
Location: New York
Posted on: November 22, 2021

Job Description:



PCS - National is seeking candidates for Chief Operating Officer. This role is open to all locations in the US -

Marsh McLennan Agency (MMA) is a wholly owned subsidiary of Marsh, serving the risk prevention and insurance needs of middle market companies in the United States through four primary business lines: Business Insurance, Employee Health & Benefits, Private Client Services and Retirement Services. MMA has over 8,000 employees in nearly 120 locations, with access to broad resources and solutions across all of its sister companies under the MarshMcLennan (MMC) parent company banner. Sister companies include Marsh, Mercer, Oliver Wyman and Guy Carpenter amongst others.

Private Client Services - National (PCSN) is part of a broader MMA PCS platform that includes a national footprint of over 100 local offices and a team of more than 850 experienced professionals. PCS - National, previously known as Marsh PCS, is a pioneer in the high net worth insurance space. Established as a dedicated practice of Marsh in 1980, PCSN is a rapidly growing 330+ colleague organization under Marsh & McLennan Agency (MMA). The leader of PCSN serves as the overall Practice Leader for MMA PCS as well.

Today, we hold the largest share of premium in the high net worth personal lines insurance market space yet we are far from satisfied. In fact, we have the growth mindset and agility of a start-up and are seeking to add to our industry leading team. If you are talented, smart and driven and looking to join a team that values creativity, diversity and imagining the art of the possible, come check us out. We are determined to redefine the colleague and client experience in the HNW space as we leap into the future. Come help us Make Extraordinary Possible!

What can you expect?

  • In close partnership with our MMA CIO and Business Operations teams, lead the PCS - National business operations and digital strategies by reimagining new ways to engage with colleagues, clients, referral sources and insurers.
  • Lead PCS's business operations and digital strategies and execution to support the organization's present and future vision and goals. The focal point at all times will be on serving clients and colleagues and enabling our ambition to build the industry's most dynamic private client platform and delivery systems.
  • In the first 90 days, the ideal candidate will focus on building key stakeholder relationships, internally and externally, understanding the key resources within the MMA CIO and Business Operations teams, identifying capability gaps within PCSN, and achieving alignment across the broader team to most effectively and efficiently serve clients and colleagues
  • Lead a team of 3 direct reports which include a Technical Program Manager, Business Insights & Analytics Leader, Client Service Support Leader and their respective teams.
  • Infuse an operational excellence and digital mindset into the PCSN culture through education, ideation and imagination. Challenge and develop colleagues to nurture our ambition of being the Employer and Provider of Choice in our space. PCSN is a team sport and the role is that of a hands-on player/coach.
  • Will bring a growth mindset, strategic action imperative and proven track record to continuous improvement and innovation across the operational and digital platform.
  • This role will report directly into the President, Private Client Services - National and on dual dotted lines to the MMA CIO and MMA Business Operations Leader.

    What is in it for you?

    • A business with the most respected brand in the private client segment in the USA for over 4 decades
    • A parent company that is recognized as a leader in every operating business and has a long track record of strong financial performance
    • A business that is poised for transformation and actively investing for growth.
    • We strive to be the most innovative firm in our segment and the preferred choice of private client specialists to practice their trade and build THEIR careers.
    • A culture of collaboration and valued partnership throughout the 330+ PCS - National organization and the support and resources of a much broader MMA organization.
    • Competitive Pay (salary and performance bonus potential) & Top Benefits - starting day one (medical, dental, vision, life insurance, etc.)
      What job specific responsibilities will the candidate be performing?
      • Ensure the business strategy leverages the full potential of operational excellence and digital capabilities in order to build a long-term competitive advantage
      • Build digital talent in the organization by developing current direct reports to maximize their full potential
      • Identify and address competency/skill gaps within organization, in conjunction with MMA CIO and Business Operations leader
      • Build tech fluency by educating PCSN colleagues from the top down
      • Lead and execute PCSN's Agency Management System (AMS) conversion by providing a single point of coordination and executive oversight inside of PCSN for all digital related initiatives and transformation
      • Lead PCSN on the journey from "doing digital" to "being digital", including the seamless integration of PCS's digital eco-system (AMS, Salesforce Community Portals, Marketing Cloud, Customer Data Platform, Data Lake, RPAs, GPEL platform and affiliated applications)
      • Create and sustain enterprise digital capabilities while ensuring both the colleague and customer experience are successfully integrated into the long-term digital strategy
      • Manage project and change management resources necessary to deliver fast paced and impactful changes with access and leverage to data and analytics
      • Measure ROI on digital projects, fine-tuning approaches as needed to ensure PCSN is investing in tools and resources needed to deliver business results in an efficient and integrated way
      • Provide training and guidance to team members, drive team's overall engagement and work closely with the People Strategy Leader to attract and retain top talent
        What qualifications are necessary to have for the role?
        • Bachelor's degree with at least 10 years' of experience in a similar role
        • Through combination of education and experience, candidate should have a deep understanding of emerging digital technologies, user experience and preferences, customer relationship management platforms and analytics.
        • Ability to speak to examples of a digital vision and innovation with an agile way of working.
        • Experience working with cross-functional leaders/peers in a highly matrixed organization.
        • Knowledge and previous experience with Agency Management Systems, Salesforce, Indio, Partner and Community Portals, Marketing Cloud, Data Lakes, Customer Data Platforms

          What makes you stand out?
          • Evidence of being self-motivated and accountable and willing to put in the extra effort
          • History of leading successful digital and operational excellence initiatives
          • Strong business acumen and understanding of how digital technology is used, evolving and it's long term impact.
          • Conveying digital knowledge and skills in a constructive, empowering, and collaborative way.
          • Have an innovative and disruptive mindset, always looking forward
          • Can speak to past successes leading similar enterprise level digital initiatives

            Marsh is the world's leading insurance broker and risk adviser. With over 35,000 colleagues operating in more than 130 countries, Marsh serves commercial and individual clients with data driven risk solutions and advisory services. Marsh is a business of Marsh McLennan (NYSE: MMC), the leading global professional services firm in the areas of risk, strategy and people. With annual revenue approaching US $17 billion and 76,000 colleagues worldwide, MMC helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. Follow Marsh on ; LinkedIn; Facebook; and YouTube, or subscribe to BRINK.

            Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, and gender identity.


Keywords: Marsh USA Inc, New York , Chief Operating Officer - Private Client Services - National, Executive , New York, New York

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