Service and Data Quality Manager
il y a 3 semaines
Marsh is the leading insurance broker and risk advisor in Belgium. Over 420 people working in our Belgian offices - Brussels, Antwerp, Liège, Aalst and Roeselare - provide risk management, risk consulting, insurance broking, alternative risk financing and insurance program management services for businesses, public sector organizations, trade associations and individuals.
**Service & Data quality Manager (M/F)**:**What Can You Expect?**
- Collaboration - colleague and client excellence and a collaborative environment
- Visibility - interaction with colleagues at all levels of our company
- Culture
- work in a diverse culture and an international team
**What is In It for You?**
- Performance-Based Career Growth - Career opportunities
- Benefits - competitive salaries and comprehensive benefits and programs
- Opportunity to support and learn from senior members of the team
- A company with a strong brand and strong results to match
**We will count on you to project management wise**:
Service quality, performance and process management
- Define and implement the required service quality approach and actions to continuously improve client satisfaction
- Validate a new client complaints handling process to monitor client nonsatisfaction, but also identify and analyze root causes so as to fix major process and service delivery issues
- Comply with local regulator mandatory requirements regarding client complaints monitoring
- Based on clients complaints or feedbacks analysis, participate to process reviews and audits with process owners, and suggest adjustments for higher operational excellence and service quality
- Consolidate and maintain Marsh BeLux process mapping to be updated according to MMC Group Target Operating Model and new improvement or simplification opportunities identification
- Put in place actions to develop required level of knowledge around process and develop general culture around process management
- Implement business dashboards and the right KPIs to proactively monitor service performance (service level agreements) but also business activity (volumes, stocks, backlogs )
- Set-up quarterly service forums with all business functions - sales, placement, policy servicing, finance - to review / cross check client satisfaction and service performance but also propose continuous improvement action plans
Data quality management
- Enhance data quality culture within the organization to improve and secure data entry
- Conduct regular data quality audits within all core business IT solutions
- Propose and coordinate the implementation of required actions plan to improve and maintain data quality (client, policy, claims data and related masterdata) to continuously better monitor client portfolios, service activity and performance.
Project management
- Coordinate service improvement action plans that can be completed in business as usual mode with impacted Team leaders
- For service improvement opportunities requiring a project mode, act as a key contributor for the implementation of required changes
**What you need to have**:
- Relevant college/university degree required, or relevant experience within a similar function
- Minimum 3-5 years substantial business experience in service quality, data management and/or process improvement management, preferably in the insurance or financial services industry
- Capacity to navigate in a complex multinational environment
- Excellent stakeholder and change management skills
- Fluent in English, French and/or Dutch language
- Possibly green-belt or black-belt certification
**What makes you stand out?**
- Excellent Client orientation competencies
- Good IT and data management skills
- Comprehensive technical understanding of products and markets
- Excellent communication and interpersonal skills
- Project management skills
- Proven agile mindset, in a changing environment
- Results and solution oriented
**About Marsh**:
Marsh is the leading insurance broker and risk advisor in Belgium. Over 420 people working in our Belgian offices - Brussels, Antwerp, Liège, Aalst and Roeselare - provide risk management, risk consulting, insurance broking, alternative risk financing and insurance program management services for businesses, public sector organizations, trade associations and individuals. Marsh Belgium is part of Marsh McLennan Companies that has over 75,000 people working across the globe.
- We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients regardless of their gender expression or identity, marital or civil partnership status, ethnic origin, nationality, age, background, disability, sexual orientation or beliefs. We are proud of our inclusive culture where everyone feels empowered to bring their whole selves to work and thrive. Learn more about our foundational values, mission and vision for the future by reviewing our _Greater Good Policy_.
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