Insurance Process and Client Support Supervisor

Company:

Description:

Job Title: Proof of Insurance Supervisor
Location: Bogota, Colombia
Shift: 10:00 AM to 7:00 PM or 11:00 AM to 8:00 PM

During the first 3 months, the expectation will be in office 5 days a week. Post the 3 month period, the role will be Hybrid, 3 days in office. (Local office anchor days)

About the Role:
As the Proof of Insurance Supervisor, you will play a pivotal leadership role in overseeing the certificate processing team, ensuring operational excellence and compliance within a dynamic and fast-paced environment.

You will be responsible for driving the strategic direction of the team, managing day-to-day operations, and fostering a high-performance culture that delivers accurate, timely, and compliant insurance documentation.

Your leadership will be critical in optimizing workflows, enhancing client satisfaction, and supporting Marsh’s broader risk management objectives. This role requires a proactive leader who can balance hands-on management with strategic planning, cross-functional collaboration, and continuous process improvement to meet evolving business needs.

Key Responsibilities:

• Lead, mentor, and develop a high-performing team of Analysts for Proof of Insurance, fostering a culture of accountability, continuous learning, and professional growth.
• Strategically oversee the end-to-end certificate processing operations to ensure compliance with company policies, regulatory requirements, and industry standards.
• Establish and enforce quality control standards and best practices to maintain the accuracy, integrity, and timeliness of insurance certificate processing.
• Drive process improvements and operational efficiencies by analyzing workflow, identifying bottlenecks, and implementing innovative solutions and automation where applicable.
• Collaborate cross-functionally with internal departments, clients, and brokers to resolve complex issues, manage escalations, and enhance service delivery.
• Monitor team performance through key metrics and regular reviews; provide constructive feedback, coaching, and implement corrective actions to achieve individual and team goals.
• Manage resource allocation and workload balancing to optimize productivity and meet fluctuating business demands.
• Ensure adherence to data privacy, confidentiality, and security protocols in handling sensitive insurance information.
• Lead training initiatives and knowledge-sharing sessions to keep the team updated on regulatory changes, system enhancements, and industry trends.
• Support leadership in reporting, forecasting, and strategic planning related to certificate processing functions.

Qualifications:

• English proficiency is necessary; all CV’s must be in English otherwise the application will not be considered.
• 3+ years of experience in supervising or leading a team in a fast-paced office environment, preferably within the insurance, BPO or financial industry.
• Strong knowledge of insurance documentation such as endorsements, policies, and certificates.
• Familiarity with policy administration systems, CRM platforms, MS Office (Excel), and digital COI/e-delivery tools.
• Excellent communication, organizational, and problem-solving skills.
• Ability to work in a hybrid environment with flexibility for in-office collaboration.

Why Join Us:

• Opportunity to lead a talented team in a global leader in insurance and risk advisory.
• Professional development and career growth opportunities.
• Inclusive and supportive culture fostering innovation and impact.
• Competitive benefits and rewards to support your well-being.