Company:

Marsh

Description:

Proof of Insurance Production Manager

Overview
Lead and oversee the Proof of Insurance production team to ensure the efficient, accurate, and compliant management of proof of insurance processes for client programs. Drive superior client service delivery, regulatory adherence, and operational excellence while fostering collaboration among brokers, clients, carriers, vendors, lenders, and internal departments.

Key Responsibilities

• Supervise daily operations of the Proof of Insurance production team, ensuring timely preparation, verification, and issuance of Certificates of Insurance (COIs), Auto ID cards (digital and physical), and other regulatory or lender-required proof of coverage.

• Monitor team performance against KPIs such as client satisfaction, issuance accuracy, response times, and expiration management; implement corrective actions and process improvements as needed.

• Provide coaching, training, and development to analysts on COI/Auto ID requirements, best practices, compliance standards, and client service excellence.

• Serve as the escalation point for client issues, disputes, and discrepancies, coordinating with underwriting, billing, policy administration, and external partners to resolve matters efficiently.

• Maintain and enhance templates, standard language, compliance checklists, and audit procedures to ensure consistency and regulatory compliance across all proof of insurance documents.

• Collaborate with cross-functional teams to streamline workflows, integrate automated COI generation tools, and leverage e-signature platforms to improve operational efficiency.

• Lead communication efforts to proactively manage client and broker expectations, providing clear, empathetic guidance and status updates.

• Ensure thorough documentation and audit trails for all proof-of-insurance transactions and support compliance audits with minimal findings.

• Stay informed on industry trends, regulatory changes, and market practices affecting proof of insurance and client service, disseminating relevant updates to the team.

• Foster a positive team environment that encourages high-quality service, accuracy, risk awareness, and continuous improvement.

Required Skills and Qualifications

• Bachelor’s degree preferred.

• 5+ years of experience in a supervisory or leadership role

• English proficiency is necessary; all CV’s must be in English otherwise the application will not be considered.

Preferred Qualifications
 

• 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, MS Office (Excel), and digital COI/e-delivery tools.

• Exceptional leadership, communication, and interpersonal skills with the ability to manage and motivate a team.

• Demonstrated ability to handle high-volume, complex requests with accuracy and composure.

• Strong organizational, multi-tasking, and problem-solving capabilities with keen attention to detail.

• Experience interfacing with lenders and managing project-specific COI requirements preferred.

• Familiarity with automated COI generation and e-signature technologies is a plus.

Performance Indicators (KPIs)

• Team client satisfaction scores related to proof of insurance requests.

• Broker relationship health metrics including response time and issue resolution quality.

• Number of discrepancies detected and resolved monthly.

• Expiration management effectiveness (renewals issued before expiration).

• Compliance audit pass rate with minimal findings.

• Training completion rates and effectiveness of knowledge transfer within the team.

Marsh Risk es una compañía de Marsh (NYSE: MRSH), un líder global en riesgo, reaseguros y capital, personas e inversiones, y consultoría de gestión, y asesora a clientes en 130 países. Con ingresos anuales de más de $27 000 millones y más de 95 000 colegas, Marsh ayuda a construir la confianza para prosperar a través del poder de la perspectiva. Para obtener más información sobre Marsh Risk, visite marsh.com o síganos en LinkedIn y X.

Marsh se compromete a crear un entorno de trabajo diverso, inclusivo y flexible. Nuestro objetivo es atraer y retener a las mejores personas y abrazar la diversidad de edad, origen, discapacidad, origen étnico, responsabilidades familiares, orientación o expresión de género, estado civil, nacionalidad, estado parental, estado personal o social, afiliación política, raza, religión y creencias, sexo/género, orientación o expresión sexual, color de piel o cualquier otra característica protegida por la ley aplicable.

Marsh está comprometida con el trabajo híbrido, que incluye la flexibilidad de trabajar de forma remota y la colaboración, las conexiones y los beneficios del desarrollo profesional de trabajar juntos en la oficina. Se espera que todos los colegas de Marsh estén en su oficina local o trabajando en el sitio con clientes por lo menos tres días a la semana. Los equipos que trabajan desde la oficina identificarán al menos un día de asistencia presencial a la semana en el que todo su equipo estará reunido en persona.