Head of Service, Scotland (Corporate & Commercial)

Marsh

Purpose of the role

This role is responsible for ensuring that client service standards across the C&C offices in Scotland are continuously improved in order to enhance client service revenues through improved retention yield and enhanced solutions.

Responsibilities

Work closely with the Regional MD and HoO to execute on the UK C&C Client Service Strategy in Scotland to:

• Embed a service culture throughout the region

• Embed core service disciplines including but not limited to:

  • Responsibility for at risk process hosting regional at-risk calls vulnerability assessments

  • PRISM attendance and quality - act as an independent challenger

  • Client service feedback

  • Identify and direct challenge reviews in conjunction with IMPACT

  • Deliver on Trophy client strategy

• Enhance the client renewal experience (e.g. digital solutions quality of reports and presentations) ensuring renewal cycle quality is consistently executed

• Lead the client service feedback programme across Scotland improving response rates and in person meetings across our large client portfolio

• Ensure Strategic Client Director (SCD) coverage and activity across trophy clients

  • Perform personal SCD role across a minimum of 8-12 accounts

  • Challenge and coach regional SCDs in the role

• Deliver service-related colleague development

  • Support the Client Executive and Client Advisory Academy programmes

  • Coach CE Leaders and CE population to drive excellent service standards

• Drive Enhanced Solutions strategy to ensure that office ES objectives are met

• Form part of other key functions execution models especially but not limited to Industry Advisory MMB and Operations

• Champion AI and Digital solutions

• Support the roll-out of UK initiatives to grow renewal income across CE portfolios

• Support the delivery of the UK Multinational strategy in Scotland to improve client retention and service standards.

What you need to have:

• An obsession with vulnerability and how we can mitigate weaknesses before we lose the relationship

• A strong character that comes with change management and influencing colleagues to execute consistent best practice

What makes you stand out:

• A track record of retaining clients and helping colleagues retain clients

• A good understanding of data and how we can use data to impact improvement

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 95000 colleagues Marsh helps build the confidence to thrive through the power of perspective. For more information about Marsh Risk visit or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of 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

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.