Head of North America Client Relationship Management & Claims Advocacy

Company:

Marsh

The Head of North America Client Relationship Management & Claims Advocacy leads two critical client-facing capabilities within Client Support Services (CSS):
Relationship Management and Claims Consulting & Advocacy.

This senior leadership role is responsible for strategic client relationship management, claims consulting and advocacy, complex claims resolution, catastrophe response, and differentiated post-placement client service. The position serves as a senior advisor and advocate for clients, helping ensure key reinsurance accounting, claims, recovery, and service requirements are effectively managed while identifying opportunities to strengthen relationships and deliver additional value.

Working closely with Broking, CSS, Analytics, Legal, markets, and senior leadership, the role brings together Relationship Management and Claims Consulting & Advocacy to provide an integrated approach to client service and advocacy. The successful candidate will be a highly visible leader and trusted advisor to clients, brokers, markets, and colleagues, combining executive leadership, technical reinsurance expertise, strong relationship management, and sound commercial judgment.

This is a hybrid role with the requirement of being in the NYC or Philadelphia office 3 days a week.

What to expect:

Drive our strategic client relationship management approach, deepening engagement with key clients, anticipating their needs and connecting the full breadth of our capabilities to deliver differentiated client service.

• Lead the North America Relationship Management function, establishing priorities and service expectations for strategic and high-profile client relationships.
• Serve as a senior point of contact and escalation for select clients, overseeing significant reinsurance accounting, claims, and post-placement service matters.
• Develop a strong understanding of client businesses, priorities, and reinsurance programs to anticipate needs and provide relevant advice and solutions.
• Partner with Broking and CSS account teams to strengthen client relationships, improve the client experience, and support retention and growth.
• Oversee significant client projects and service initiatives, coordinating resources across functions and geographies and ensuring commitments are delivered.
• Lead client meetings, strategic account reviews, and service discussions, providing appropriate issue resolution and escalation.
• Use account analysis, reporting, and benchmarking to identify service trends and opportunities to improve client outcomes.

Advance our claims advice and thought leadership, bringing claims expertise, market insight, and emerging trends to clients and reinforcing Claims Consulting and Advocacy as a differentiated component of our client value proposition.

• Lead the North America Claims Consulting & Advocacy practice and its continued development across relevant lines of business.
• Serve as a senior advisor and advocate on significant, complex, disputed, or strategically important reinsurance claims.
• Provide guidance on coverage interpretation, claims presentation, recovery strategy, market negotiation, and dispute resolution.
• Advocate for timely recognition, settlement, and recovery of claims and coordinate escalation strategies for challenging matters.
• Build and maintain senior relationships with reinsurers, claims executives, adjusters, legal counsel, and other market participants.
• Monitor carrier performance, emerging coverage issues, and market trends and use those insights to improve client outcomes.
• Help clients strengthen claims preparedness, reporting protocols, recovery strategies, and claims management…