Corporate Operations Manager - Certificates of Insurance (COI)

Company:

Marsh McLennan Agency

Description:

Our not-so-secret sauce.

Award-winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people. The industry’s brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as a Corporate Operations Manager at McGriff, a division of Marsh & McLennan Agency (MMA).

Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh McLennan (NYSE: MRSH).

A day in the life.

As our Corporate Operations Manager on the Operations Team, you will lead the transition of the client-facing Certificates of Insurance (COI) process from servicing teams to our offshore operations team. This role will be responsible for identifying work suitable for offshore support, designing effective transition solutions, and ensuring operational readiness for a successful implementation and stabilization.

This position requires deep expertise in Property & Casualty insurance, with a strong understanding of how to issue Certificates of Insurance, review client contracts, and insurance requirements, and interpret coverage language to support accurate and compliant certificate handling. You will partner closely with servicing teams, operational leaders, and offshore partners to ensure the COI process is transitioned effectively while maintaining service quality, client experience, and process integrity.

Key responsibilities

In this role, you will:

• Conduct discovery for Certificates of Insurance work identified for offshore transition

• Assess current-state COI workflows, servicing activities, and client-facing requirements to support transition planning

• Support solutioning for transition design, service readiness, and offshore role alignment

• Lead implementation activities and transition coordination for the offshore COI process

• Provide subject matter expert support during setup, go-live, and stabilization

• Review contracts and insurance requirements to help define process expectations, risk considerations, and offshore handling guidelines

• Interpret coverage requirements and support process design for accurate certificate issuance

• Monitor BAU performance, service quality, process adherence, and client service outcomes

• Create and maintain SOPs, job aids, process maps, and knowledge articles related to COI issuance and servicing

• Enable training and knowledge transfer for offshore teams to ensure readiness and sustained performance

• Support system conversions, workflow updates, and process changes impacting the COI function

• Drive standardization, efficiency, and continuous improvement across the certificate process

• Manage stakeholder communication for assigned processes and transition milestones

Our future colleague

We’d love to meet you if your professional track record includes these skills:

• College degree or equivalent education, training, and work-related experience

• Seven or more years of Property & Casualty insurance experience required

• Demonstrated in-depth experience issuing Certificates of Insurance in a client-facing environment

• Strong knowledge of contract review, insurance requirements, and coverage interpretation

• Experience supporting or leading operational transitions, process improvement, or service delivery initiatives

• Experience working with or supporting offshore operations teams preferred

• Strong understanding of service quality, risk awareness, and process controls in insurance operations

• Leadership experience with the ability to influence and coordinate across servicing teams, business stakeholders, and offshore partners

• Highly effective written, verbal, communication, and facilitation skills

• Proven ability to act with responsiveness, urgency, and professionalism while managing multiple priorities and driving results

• Strong documentation and process management skills, including SOP and knowledge article development

• Ability to provide strategic input while also executing detailed implementation and transition activities