Marsh McLennan · 1 week ago
BCS Leader - Training, QA, and Project Delivery
Austin - Lakeline
Full-time
Hybrid
Director/Executive
10+ years expMarsh is a global leader in risk, reinsurance and capital, and they are seeking a BCS Leader for their Training, QA, and Project Delivery team. This role involves providing senior leadership for quality assurance, training, and project management across insurance operations, while driving continuous improvement initiatives and ensuring regulatory compliance.
Financial ServicesProfessional ServicesService Industry
Responsibilities
Develop and execute an enterprise-wide quality assurance and training strategy that spans placement, proof of insurance, surplus lines, contract review, and policy administration
Define and maintain quality standards, scoring rubrics, audit methodologies, sampling plans, and validation processes, and establish a comprehensive quality management framework with dashboards, KPIs, baselines, and targets
Lead and develop Quality Review Analyst and Supervisor teams, including recruiting, mentoring, workload distribution, and performance monitoring to support high-quality, consistent execution
Collaborate with functional leaders, client teams, IT, and Training to ensure quality and training programs align with regulatory requirements and internal controls, and drive continuous improvement using Lean/Six Sigma methodologies
Oversee calibration sessions to ensure consistent scoring and inter-rater reliability, and manage executive-level reporting on program health, risk indicators, root cause analyses, and remediation plans
Manage budgets, vendor relationships, quality management tools (including speech/text analytics and dashboards), and governance committees while ensuring data integrity, privacy, and security across all quality and training activities
Qualification
Required
Bachelors degree in Business, Insurance, Operations, Analytics, or a related field; advanced degree or professional certifications (e.g., Six Sigma, Lean, CQA) preferred
10+ years of experience in insurance operations, quality assurance, or process improvement, including 7+ years in senior leadership roles
Deep knowledge of the insurance lifecycle (e.g., claims, underwriting, policy administration, billing) and regulatory frameworks, with proven experience designing and managing quality assurance programs, audit processes, and performance dashboards
Strong project management, stakeholder engagement, and change management capabilities, with proficiency in quality management systems, data visualization tools (such as Tableau or Power BI), and Microsoft Office Suite
Preferred
Experience with UAT/QA testing and process mapping techniques (such as SIPOC and value stream mapping) and familiarity with regulatory examinations and consumer protection standards
Expertise in voice-of-the-client analytics and speech analytics, with a track record of using insights to improve quality, client experience, and operational outcomes
Broad knowledge across multiple insurance lines (e.g., auto, homeowners, P&C, life) and a demonstrated ability to reduce errors, rework, and compliance incidents while enhancing coaching effectiveness and employee engagement
Benefits
Professional development opportunities
Interesting work
Supportive leaders
Vibrant and inclusive culture
Range of career opportunities
Benefits and rewards to enhance your well-being
Company
Marsh McLennan
Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$11.2B2024-10-30Post Ipo Debt· $7.25B
2024-02-14Post Ipo Debt· $1B
2023-09-06Post Ipo Debt· $1.6B
Leadership Team
Joe Hayes
Senior Vice President, COO Private Client Services
Katherine Brennan
SVP & General Counsel
Recent News
2025-12-01
MarketScreener
2025-11-21
2025-10-17
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