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
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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…