BCS Leader Proof of Insurance -Operations

About the position We are seeking a talented individual to join our BCS Proof of Insurance team at Marsh. This role will be based in Austin, TX. This is a hybrid role that has a requirement of working at least three days a week in the office. As the BCS Leader-Proof of Insurance, you will provide senior leadership and strategic direction to a large, multi-location Proof of Insurance Advisory and Production team spanning onshore and offshore locations. You will oversee the accurate, efficient, and compliant delivery of proof of insurance for complex client programs globally, while driving operational excellence, regulatory adherence, and superior client and broker service. You will also lead the design of scalable processes, tools, and training that support consistent service and performance across all geographies. We will count on you to: Lead and oversee a large, geographically dispersed Proof of Insurance team, ensuring consistent and timely preparation, verification, and issuance of Certificates of Insurance (COIs), Auto ID cards, and other required proof of coverage. Establish and monitor global performance metrics and KPIs, driving continuous improvement initiatives and corrective actions to optimize service quality, accuracy, response times, and expiration management across all locations. Design and implement comprehensive coaching, training, and development programs that promote best practices, regulatory compliance, and client service excellence for onshore and offshore colleagues. Act as the senior escalation point for complex client issues, disputes, and discrepancies, coordinating cross-functionally with underwriting, billing, policy administration, and external partners to ensure timely, effective resolution. Oversee the maintenance and enhancement of global templates, standard language, compliance checklists, audit procedures, and documentation practices to support strong audit trails and regulatory compliance. Drive collaboration with cross-functional and global teams to streamline workflows and integrate automated COI generation tools and e-signature platforms, while leading proactive communication strategies to manage client and broker expectations across regions.

Responsibilities

• Lead and oversee a large, geographically dispersed Proof of Insurance team, ensuring consistent and timely preparation, verification, and issuance of Certificates of Insurance (COIs), Auto ID cards, and other required proof of coverage.
• Establish and monitor global performance metrics and KPIs, driving continuous improvement initiatives and corrective actions to optimize service quality, accuracy, response times, and expiration management across all locations.
• Design and implement comprehensive coaching, training, and development programs that promote best practices, regulatory compliance, and client service excellence for onshore and offshore colleagues.
• Act as the senior escalation point for complex client issues, disputes, and discrepancies, coordinating cross-functionally with underwriting, billing, policy administration, and external partners to ensure timely, effective resolution.
• Oversee the maintenance and enhancement of global templates, standard language, compliance checklists, audit procedures, and documentation practices to support strong audit trails and regulatory compliance.
• Drive collaboration with cross-functional and global teams to streamline workflows and integrate automated COI generation tools and e-signature platforms, while leading proactive communication strategies to manage client and broker expectations across regions.

Requirements

• Bachelors degree preferred and 15+ years of insurance experience, including at least 7 years in a leadership role.
• Active property and casualty broker license (or equivalent state license) required, or the ability to obtain within 90 days of hire.
• Strong knowledge of auto insurance policies, coverages, endorsements, COI formats, lender/client requirements, and regulatory standards (e.g. ACORD).
• Proficiency with policy administration systems, CRM platforms, Microsoft Office (including Excel), and digital COI/e-delivery tools, with a demonstrated ability to manage high-volume, complex requests with accuracy and composure.

Nice-to-haves

• Experience leading large, multi-location or global teams, including onshore and offshore resources, with a proven track record of building high-performance cultures focused on quality, compliance, and client service.
• Background interfacing with lenders and managing project-specific COI requirements, as well as familiarity with automated COI generation and e-signature technologies.
• Strong organizational, multi-tasking, and problem-solving capabilities, with exceptional leadership, communication, and interpersonal skills that enable effective stakeholder management across functions and regions.

Benefits

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

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