.Description :Marsh has an exciting opportunity for a HEAD OF OPERATIONS to join our market-leading OPERATIONS CMF in our Office in Santiago de Chile .This role is within our dynamic and growing CMF team.What can you expect?A journey of growth and acceleration that includes both technical and theorical training moments to be alternated with on-the-job training sessionsAn induction training where you will discover Marsh's organizational structure and strategic vision in details as well as meeting our Senior Leaders and their TeamsA Career progression within Marsh McLennanAn Individual Development Plan based on your attitudes and nurtured by high-quality training to lay the foundations for your professional growth.What s in it for you?The opportunity to make the difference developing your career in the world's largest insurance broker with a strong brand posing challenging targetsAttractive benefits coverage, outstanding learning programs, mentoring opportunities, internal job rotations, international working environment and interaction with counterparts in industry groups and client organizations.We will count on you to :Facilitates communications across business functions and resolves problems when required to ensure that issues encountered by team members are resolved efficiently.Oversees the quality of communications and work of client and internal facing colleagues and implements initiatives to refine existing processes and procedures, as required, driving ownership of outcomes to reinforce desired business objectives.Oversees day to day operational activity of the team, and monitors workflow within the team assigning tasks to policy servicing team managing and prioritizing own and teams workload to maintain service standards and high quality outcomes.Leads and / or participates in stakeholder engagement sessions and works in partnership with brokers and leadership local committee on identified initiatives to improve client experience and to ensure an understanding of the needs and expectations of external and internal clients.Oversees the complaints management system and manages / addresses escalated calls, complaints, questions and queries as necessary.Liaises with Compliance to restrict breaches and works to ensure emerging risks are identified, assessed, and reported in line with business procedures and operational controls are working to an effective standard and monitored.Monitors, measures, analyzes and develops reports on team productivity, colleague performance and KPI performance against targets and conducts regular one-on-one and team meetings to ensure that staff adhere to assigned schedules and performance expectations.Ensures the Operations team meets Service Level Agreements (SLA), Key Performance Indicators (KPI) and business objectives
