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About the Role

The Canada Client Management Operations Senior Specialist - Operations Management is the single point of contact for the Client Management Operations (CMO) function in Canada, driving adoption of CMO services, ensuring high-quality operational delivery, and leading continuous improvement initiatives.

Responsibilities

Serve as the trusted strategic partner and primary liaison to Canada business leaders, BCS colleagues, and cross-functional partners.
Develop and execute an engagement plan to increase business adoption of Client Management Operations services.
Build and sustain relationships across client-facing teams to anticipate needs and surface issues.
Act as the escalation point for operational issues and collaborate with stakeholders to reach timely resolutions.
Monitor and report against key operational KPIs, including onboarding turnaround, service agreement execution, financial crime screenings, and SLA compliance.
Partner with the GCC and internal leads to ensure consistent, timely, and accurate delivery of services across Canada.
Coordinate remediation where service gaps exist and lead root-cause analysis for recurring issues.
Identify, prioritize, and drive process improvements and automation opportunities.
Partner on the design and implementation of Canada-specific enhancements to Global CMO practices.
Lead change management activities for new processes or tools.
Maintain oversight of governance, controls, and compliance activities affecting client onboarding and servicing.
Prepare and present regular performance updates, insights, and recommended actions to BCS leadership and business stakeholders.
Ensure issues, complaints, and operational risks are logged, tracked, and resolved in line with internal policies.
Influence outcomes by working cross-functionally and leveraging strong stakeholder management skills.
Coordinate with offshore/nearshore teams and other regional leads to align priorities and service levels.

Requirements

Bachelor’s degree in Business, Finance, Insurance, Operations Management, or related field (or equivalent experience).
7+ years of relevant experience in client operations, service delivery, or business engagement.
Demonstrated ability to influence and engage senior stakeholders across functional areas without direct reporting lines.
Strong operational mindset with experience measuring and managing KPIs, SLAs, and performance dashboards.
Excellent verbal and written communication and presentation skills.
Strong problem-solving and project/priority management skills.
Ability to manage multiple initiatives concurrently.
Comfortable working in partnership with offshore/GCC teams.
Comfortable operating in a hybrid in-office environment.

Skills

Client onboarding
Client lifecycle management
Insurance operations
Working with global/shared service centers
Driving improvements across distributed teams
Continuous improvement (Lean, Six Sigma, process mapping)
French language skills (spoken/written)
Other Canadian official language skills
Experience in a matrixed, regulated environment
Governance and compliance responsibilities

Location

Canada

Work Type

Hybrid

Experience Level

7+ years

Education Level

Bachelor's degree

Salary/Compensations

$83,800 to $133,800

Benefits

Health and welfare benefits
Tuition assistance
Retirement programs
Employee assistance programs

About the Company

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries.
With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective.

Equal Opportunity

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, 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.
In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Marsh will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations.
If you require a specific accommodation because of a disability or medical need, please contact reasonableaccommodations@marsh.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.