Manager - Insurance Operations (Proof of Insurance)

About the position We are seeking a talented individual to join our Proof of Insurance Advisory 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 a POI Advisory Manager, you will lead and oversee the Proof of Insurance Advisor team, ensuring accurate, efficient, and compliant management of proof of insurance processes for complex client programs. You will supervise client-facing activities, guide policy verification and issuance, and act as the escalation point for complex issues while partnering with brokers, clients, carriers, vendors, lenders, and internal departments to drive superior service and operational excellence.

Responsibilities

• Supervise daily operations of the Proof of Insurance Advisor team, ensuring timely preparation, verification, and issuance of Certificates of Insurance (COIs), Auto ID cards, and other required proof of coverage.
• Monitor team performance against key metrics such as client satisfaction, issuance accuracy, response times, and expiration management, implementing corrective actions and process improvements as needed.
• Provide coaching, training, and development to advisors on COI/Auto ID requirements, best practices, compliance standards, and client service excellence.
• Serve as the escalation point for complex client issues and discrepancies, coordinating with underwriting, billing, policy administration, lenders, and external partners to resolve matters efficiently.
• Maintain and enhance templates, standard language, compliance checklists, audit procedures, and documentation practices to ensure consistency, regulatory compliance, and robust audit trails.
• Collaborate with cross-functional teams to streamline workflows, integrate digital and automated COI generation tools and e-signature platforms, and lead proactive communication to manage client and broker expectations.

Requirements

• Bachelor’s degree preferred and a minimum of 5+ years of insurance experience, including at least 3 years in a supervisory or 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 demonstrated ability to manage high-volume, complex requests accurately and on time. Nice-to-haves
• Experience interfacing with lenders and managing project-specific COI requirements for complex client programs.
• Familiarity with automated COI generation and e-signature technologies, and a track record of driving process improvements that enhance efficiency, compliance, and client satisfaction.
• Exceptional leadership, communication, and problem-solving skills, with a proven ability to motivate teams, influence stakeholders, and maintain composure in a fast-paced, high-volume environment.

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. Apply tot his job

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