The Senior Case Manager plays a pivotal role in consulting with clients to understand their service requirements and insurance needs, providing enhanced expert advice on placement and risk management. This role is centred on building and maintaining strong, long-term relationships with clients to ensure the consistent delivery of exceptional service. Senior Case Managers also have crucial awareness of other key clients managed within the unit and can discuss with comfort any notable points about key themes, issues and successes.

Acting as the primary point of contact for allocated clients, the Senior Case Manager manages their cases with a focus on service excellence, ensuring that all relevant insurance and risk management considerations are discussed to enable clients to make well-informed decisions demonstrating an enhanced knowledge of the principles of insurance solving complex situations.

Senior Case Managers are responsible for delivering our Service Proposition concerning insurance placement options, including scheme placement, annual placement, and pre-appointment insurance utilisation. They ensure that all options are comprehensively reviewed for each placement. Additionally, they provide risk management guidance by directing clients to the Risk Management team for appropriate services. Through their exemplary client servicecharacterised by quality, timeliness, and operational excellencethey set the standard for the entire team to follow.

As the practice operates a Delegated Authority Scheme, Senior Case Managers are expected to foster strong relationships with both scheme insurers and market insurers to facilitate the best possible outcomes for clients. Senior Case Managers are expected to assist team members with any potential escalations or issues they are experiencing with insurers as a first point of escalation to include having oversight of escalations and tracking any themes that can be advised to management.

Senior Case Managers are expected to be proactive in seeking to identify issues as they occur, proposing solutions and looking for opportunities to drive activity and growth. Proactively supporting team Leaders, Senior Case Managers will also assist with the coaching and mentoring of other team members with technical queries supporting their development.

Key Responsibility Areas

Build, nurture, and maintain strong relationships both internally and externally to support collaborative working, unit growth and client satisfaction.

Apply comprehensive knowledge of core insurance principles to effectively manage both straightforward and complex situations encountered daily.

Ensure exemplary compliance with policies and procedures and service level agreements

Ability to remain calm under pressure and be able to work flexibly when required along with demonstrating the ability to prioritise work effectively ensuring all tasks are undertaken as appropriate.

Deliver exceptional client service across all aspects of account management, proactively identifying and addressing client needs in line with agreed service standards along with identifying opportunities to expand services having an in depth understanding of products/services available suitable clients.

Exhibit excellent organisational skills, managing multiple enquiries and tasks simultaneously with efficiency and accuracy leading by example to influence operational excellence.

Manage all day-to-day client queries, renewals, amendments, and mid-term adjustments promptly and accurately.

Proactively work with other units within the practice to ensure seamless and efficient workflows, fostering mutual support and cooperation along with seeking identify opportunities for improvement or growth.

Collaborate closely with Client Service Directors across all key clients and those specifically allocated clients to deliver outstanding service while proactively identifying and escalating potential vulnerabilities.

Proactively identify opportunities for expanded client services having an in depth knowledge of said services and client appetites along with actively encouraging via coaching and mentoring colleagues to adopt this approach.

Exercise diligence and due care to mitigate QA breaches and swiftly rectify breaches that occur leading by example with operational excellence and adherence to internal processes and procedures.

Ability to manage time and prioritise workloads effectively for the benefit of themselves and the wider team along with being a resource for accepting additional time sensitive or urgent tasks should a need arise within the team.

Take ownership of technical development, career progression and personal development plans to include completing all relevant and regulatory mandatory training to expand knowledge in role along with coaching and mentoring team members to achieve increased levels of technical competence.

Demonstrate exceptional soft skills, such as negotiation, presentation skills, time management and communication skills.

Recognise and articulate significant policy terms and conditions that may affect a clients business activities and being a referral point for colleagues to assist them with the interpretation of the same.

Being aware of the practice growth plans and strategies and ensuring behaviours aligns with those endeavours whilst actively promoting these within the unit.

Support Team Leaders in identifying key areas for technical training and coaching based on observed behaviours or findings from file checks. Senior Case Managers are expected to assist with file checks when appropriate and proactively contribute to setting questions that reflect changes in policy coverage and unit requirements.

Actively engage with clients to strengthen relationships and enhance your visibility within the marketplace. This engagement should encompass both virtual and face-to-face meetings, incorporating a diverse range of meeting formats to suit different needs.

Generic Knowledge

Proficient use of Microsoft Office Applications, in particular, Powerpoint, Outlook, Word and Excel

Familiar with or the ability to develop sound working knowledge of IT platforms utilised by the team including Acturis.

Has a good level of understanding of risk appropriate to identifying risk and loss.

Has enhanced understanding covers available under insurance commercial classes (Property Damage, Business Interruption, Liabilities, Engineering, Motor, Marine/Goods in Transit, Fiduciary (Fidelity/Money) Environmental and Terrorism)

Has an ability to acquire and understand a broad range of industries, their exposures and risk profiles

Possesses a strong understanding of Health & Safety and Risk Management principles, staying current with relevant regulatory changes to provide clients with accurate and informed advice

Is knowledgeable about the intranet resources related to technical areas such as Sanctions, Overseas, Approved Markets, and can effectively guide colleagues to these resources to help ensure compliance and maintain operational excellence

Key Experience

Proven experience in complex insurance placement and risk management advisory roles.

Proactive approach to problem-solving and client service

Dynamic with client facing experience and ability to navigate complex client and business objectives.

Strong interpersonal and communication skills, with the ability to build trust and rapport with clients and insurers alike.

Marsh Risk is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $24 billion and more than 90,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Marsh Risk, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at reasonableaccommodations@mmc.com.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.