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**Guy Carpenter** is the world's premier reinsurance intermediary and strategic advisor to leading insurance and reinsurance organizations, delivering integrated solutions through its industry-leading analytics and advisory services, highly specialized product knowledge and trading relationships with reinsurance markets around the world.This is a hybrid role which requires working at least three days a week in the office.**What can you expect?**- ** Job Objective**To ensure excellent service to internal and external clients of the reinsurance broker, ensuring quality, timeliness, and accuracy in operational and service processes. To strengthen the leadership of the area by developing high-performance teams, promoting a culture of service, control, and continuous improvement.**We will count on you to**:**Client Management**- Provide timely and personalized service to national and international clients.- Ensure high satisfaction levels through surveys, complaint follow-ups, and conflict resolution.- Establish long-lasting and strategic relationships with insurers, reinsurers, and other business partners.**Team Leadership**- Lead, motivate, and develop high-performing customer service teams.- Define training plans, performance evaluations, and career development plans.- Promote an organizational culture based on service, integrity, and efficiency.**Operational Optimization**- Create, review, and optimize procedures to ensure accuracy and agility in service.- Implement and monitor key performance indicators (KPIs and SLAs).- Design and strengthen control mechanisms for managing claims, premiums, and contracts.**Technical and Information Management**- Oversee the proper management of technical information for proportional and non-proportional reinsurance.- Analyze operational data for strategic decision-making.- Support the preparation of executive, regulatory, and operational reports.**Communication and Negotiation**- Participate in negotiations with insurers, reinsurers, and key clients.- Represent the area in board meetings, internal committees, and client meetings.- Foster clear, effective, and strategic communication within and outside the area.**Pressure Management**- Quickly and judiciously resolve critical or unexpected situations with clients.- Act as a liaison between internal areas (technical, legal, claims) for comprehensive case resolution.- Prioritize high-impact tasks in complex and demanding contexts.- ** Success Indicators (KPIs)**- Customer satisfaction level- Average response and resolution times. Show clear examples of KPI management- Retention of key clients.- Operational efficiency (processes resolved without error).- Work environment of the supervised team.- Compliance with SLAs with reinsurers and insurers.**What you need to have**:**- **Education**: Bachelor’s degree in business administration, Finance, Economics, Industrial Engineering, or related fields. Postgraduate studies in leadership, business management, or insurance are desirable.- ** Languages**: Advanced English (C1 or higher). Essential for frequent contact with international clients and global insurers.- ** Experience**: Minimum of 10 years in customer service in the insurance sector, preferably in reinsurance brokers. At least 5 years in managerial or deputy director positions.- ** Technical Knowledge**:- Reinsurance models (proportional and non-proportional, especially excess of loss).- Good command of databases (advanced Excel, Access, Power BI, or similar).- Regulations of the insurance and reinsurance sector.- Continuous improvement methodologies, management by indicators (KPIs), SLAs.- ** Soft Skills**:- Strong and empathetic leadership.- Communication and negotiation skills.- Customer-focused and attention to detail.- Ability to manage under pressure and results-oriented.- Ability to anticipate and escalate issues when necessary.- Collaborative work with multidisciplinary teams.- Strategic vision with operational capability.Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, 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.Marsh McLennan 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 McLennan 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 per
