BCS Client Management Manager – Americas

Company:

Marsh

Description:

We are seeking a talented professional to join the BCS Team at the Center of Excellence in Bogota, Colombia. This is a hybrid role that has a requirement of working at least three days a week in the office.

This role regions covered: US, Canada, Latin America & Caribbean

The Client Management Manager – Americas will lead a multi-team Client Management Operations function supporting Marsh Risk across North America and LAC. You will drive operational excellence and daily production, deliver strategic initiatives, align onshore/offshore teams, and collaborate with senior business leaders. The Client Management Operations function includes timely, accurate client onboarding, maintenance of client commitments, execution of service agreements, and completion of financial crime screenings.

The ideal candidate will possess a strategic, client-centric mindset, exceptional leadership skills, operational rigor and a commitment to continuous improvement, ensuring that our teams deliver high-quality service to our clients.

We will rely on you to:

People leadership

• Lead, develop, and mentor managers and supervisors to motivate a high performing, results oriented, responsible, and collaborative team.
• Maintain an optimal organizational structure and resource allocation.
• As applicable, manage budget for overtime, travel expenses, rewards, recognition, training, and resource allocation.

Operational Delivery, Performance and Quality

• Drive consistent, high-quality operations across teams to meet SLAs and key performance metrics such as onboarding time, client agreement execution, and client reviews.
• Oversee performance management, quality assurance, and risk mitigation through documented best practices and policies.
• Liaise with internal leadership to ensure expectations are met and all services provided are efficient and maximize value for all stakeholders
• Monitor quality management processes and ensure teams implement improvement plans when needed.
• Communicate/report results (metrics, KPIs and quality scores) to key stakeholders.
• Act as a point of escalation for technical and process enquiries and resolve problems to ensure that issues encountered by team members and stakeholders are resolved efficiently, improving the colleague and client experience.
• Drive common operating model across regional teams in collaboration with onshore leadership.
• Lead standardization and alignment of operating models across regional teams where applicable.
• Develop and execute contingency plans to maintain operational continuity.

Strategic Initiatives, Change and Continuous Improvement

• Lead implementation of process and technology changes, ensuring effective adoption and measurable improvements within the team.
• Champion continuous improvement initiatives, fostering team mindset to enhance client experience and financial outcomes.

Stakeholder Engagement

• Engage with senior BCS, business and cross functional leaders.
• Lead with cultural sensitivity tailored to the diverse geographies served, embedding this approach throughout the teams.

What you need to have:

• Bachelor’s degree in Business Administration, Finance, Process Management, Insurance, or a related field.
• Minimum 8+ years of prior relevant experience, including managing people or leading teams preferably within professional services industries.
• Fluency in English and Spanish (C1).
• Strong communication, negotiation, and interpersonal skills.
• Excellent presentation skills, with the ability to engage diverse audiences.
• Proven problem‑solving skills and a proactive approach to identifying and resolving issues in a fast‑paced environment.

What makes you stand out?

• A flexible communicator, facilitator, influencer, and practical problem solver.
• Strong stakeholder management, with a track record of building collaborative cross‑functional relationships.
• Demonstrated experience driving change management and process optimization in complex, high‑velocity environments.

Why join our team:

• Thrive in a vibrant, inclusive culture where you collaborate with talented colleagues to create solutions and deliver measurable impact.
• Advance your career through meaningful work, professional development, and supportive leadership.
• Leverage our global scale for diverse career paths and competitive benefits designed to support your well‑being.

Marsh Risk is a business of Marsh (NYSE: MRSH), 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. For more information about Marsh Risk, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating 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.

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.