Company:
Marsh
Description:
We are seeking a talented individual to join our Technical Services and Invoicing team at Marsh. This role will be based in Norwich. This is a hybrid role that has a requirement of working at least three days a week in the office.
- The Team Leader is responsible for leading and supporting the Technical Services and Invoicing team of 8 to deliver accurate, timely, and high-quality operational services to internal stakeholders and clients.
- The role combines people leadership, workflow coordination, quality oversight, and continuous improvement. The postholder will ensure that technical administration, invoicing, billing queries, and related processes are completed in line with company policies, service-level agreements, regulatory requirements, and client expectations.
- The role will work closely with: Technical Services colleagues, Finance and Accounts Receivable teams, Client Servicing and Operations teams, Broking and other business stakeholders, Regional and global support teams, Clients and external service providers, where appropriate
We will count on you to:
Team leadership and development
- Lead, motivate, and support the Technical Services and Invoicing team.
- Allocate work effectively, balancing workloads and priorities across the team, setting clear expectations and monitor performance against agreed objectives and service standards.
- Provide regular coaching, feedback, and development support to team members. Identify training needs and support the delivery of appropriate learning plans. Promote a collaborative, inclusive, and customer-focused team culture.
- Support recruitment, onboarding, performance management, and absence management activities where required.
- Act as a point of escalation for complex operational, technical, or invoicing issues.
Technical services and operational delivery
- Oversee the accurate and timely completion of technical and administrative activities.
- Ensure requests and transactions are processed in accordance with documented procedures.
- Monitor workflow queues, deadlines, and service-level agreements. Review work for accuracy, completeness, and compliance before final release where appropriate. Investigate process issues, identify root causes, and implement corrective actions. Maintain accurate records and ensure relevant systems and documentation are kept up to date.
- Work closely with Operations, Finance, Client Servicing, Broking, and other relevant teams to resolve issues and improve service delivery.
Invoicing and billing
- Coordinate the preparation, review, and issuing of invoices in accordance with agreed processes, ensuring invoices are accurate, complete, and issued within required timescales.
- Monitor outstanding invoicing activity and follow up on missing information or delayed approvals. Investigate and resolve invoicing discrepancies, credit notes, adjustments, and billing queries. Support the timely resolution of rejected or disputed invoices.
- Ensure appropriate controls are followed for billing data, client information, approvals, and financial records.
- Provide management information on invoicing volumes, aged items, errors, exceptions, and performance trends.
- Liaise with Finance and relevant business teams to support accurate revenue and cash-flow reporting.
Risk, controls, and compliance
- Ensure team activities comply with company policies, regulatory requirements, and relevant internal controls.
- Maintain appropriate audit trails and evidence of approvals.
- Identify operational risks and escalate them appropriately.
- Support internal and external audit requests.
- Ensure data is handled securely and confidentially.
- Promote a culture of accuracy, accountability, and continuous risk awareness.
Continuous improvement
- Review existing processes and identify opportunities to improve efficiency, quality, and customer experience, supporting the implementation of new systems, process changes, and operational initiatives.
- Use data and management information to identify trends and recurring issues.
- Develop and maintain procedures, process maps, guidance notes, and team documentation.
- Encourage the team to suggest and implement practical improvements.
- Contribute to cross-functional projects and business change initiatives.
What you need to have:
- Experience leading or supervising an operational, technical administration, finance, or invoicing team.
- Experience managing workloads, deadlines, and competing priorities.
- Strong understanding of invoicing, billing, reconciliation, or financial administration processes.
- Excellent attention to detail and a strong commitment to accuracy.
- Ability to investigate issues, identify root causes, and deliver practical solutions.
- Strong communication and stakeholder management skills.
- Ability to interpret procedures, controls, and service-level requirements.
- Good working knowledge of Microsoft Office, particularly Excel and Outlook.
- Experience using business, finance, invoicing, or workflow systems.
- A proactive approach to problem-solving and continuous improvement.
What makes you stand out?
- Experience in insurance, financial services, professional services, or a related operational environment.
- Experience working with global, regional, or cross-functional teams.
- Experience supporting process change, system implementation, or transformation projects.
- Knowledge of client billing, revenue processing, or accounts receivable practices.
- Familiarity with key performance indicators, operational reporting, and quality assurance frameworks.
Why join our team:
- 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.
Marsh (NYSE: MRSH) is 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, visit marsh.com, or follow us on LinkedIn and X.
Marsh is committed to providing an inclusive work environment. We aim to attract and retain the best, most qualified people and value colleagues of all backgrounds, without regard to age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, 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. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at reasonableaccommodations@marsh.com.
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.
