Business Process Leader, Reporting

Business Process Leader, Reporting

Our not-so-secret sauce.

Award-winning, inclusive, Top Workplace culture doesn't happen overnight. It's a result of hard work by extraordinary people. The industry's brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as our Business Process Leader, Reporting, at MMA.

Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world's leading professional services firm, Marsh (NYSE: MRSH).

A day in the life.

The Business Process Leader, Reporting leads and coordinates end-to-end business process activities to deliver accurate, timely, and widely adopted reporting across MMA. Centered on Applied Epic (our agency management system) and the MMA Analytics reporting tool, this role collaborates closely with the Business Process team, Data Insights & Reporting Center of Excellence (COE), and national and regional stakeholders to translate reporting requirements into effective, technology-driven processes aligned with client services workflows and the agency management system. Accountable for managing reporting intake and incident triage, maintaining clear and authoritative documentation, and driving continuous process improvements, the Business Process Leader, Reporting ensures consistent data interpretation, operational efficiency, and strong user adoption throughout the organization.

Process Design and Governance

• Lead and participate in regional and national working groups to define reporting and operational requirements, agree on data standards, and drive process design initiatives.
• Engage cross-functional teams (operations, finance, IT, sales, client services, etc.) to map current state, design future workflows, and produce requirements and acceptance criteria.
• Develop and enforce process governance standards for reporting, including change and approval workflows.

Program and Change Management

• Maintain reporting intake channels; apply triage and prioritization rules to ensure requests are logged, contextualized, and routed into the backlog or operational queue.
• Participate in backlog refinement, sprint planning, acceptance testing and release preparation.
• Manage in-flight work and program status for active reporting requests and enhancements; track progress, coordinate dependencies, identify and escalate blockers, and ensure timely handoffs to delivery teams.
• Coordinate across teams during sprints/releases to ensure deployment readiness and post-release stabilization; maintain transparent communication to stakeholders.
• Build and maintain strong relationships with regional representatives, business leaders, technical teams and the Data Insights & Reporting COE to surface issues, recommend scalable solutions and manage change impact.
• Communicate status, risks and recommendations clearly and professionally to stakeholders at all levels.
• Apply change-management principles in all stakeholder interactions to foster adoption and cross-departmental alignment.
• Develop an effective team; foster a collaborative, innovative team culture, build strong working relationships, hire skilled talent and manage workloads appropriately.

Reporting Support and Training

• Serve as the primary point of contact for reporting and analytics users; triage incoming requests, validate intake, enforce SLAs, and ensure requests are routed appropriately.
• Act as first responder for analytics incidents (access, data, report failures); assess scope and business impact, coordinate immediate remediation with technical teams, communicate timely status to stakeholders, and lead post-incident reviews and follow-up actions.
• Provide dedicated regional support and escalation coverage; manage regional escalation paths and response expectations.
• Test reported bugs, validate enhancements, and perform QA on new or changed reports pre- and post-release to confirm accuracy.
• Serve as the subject-matter expert for Epic reports: understand available reports and outputs, consult with stakeholders on Epic's role in the broader reporting ecosystem, triage and prioritize ad-hoc requests, and configure Epic reports to meet requirements.
• Create and maintain clear, authoritative documentation explaining report logic, UX, data sources, calculations, and use cases to ensure consistent interpretation and consumption.
• Maintain accurate records of use cases, escalation scenarios, and decision logs to enable continuity of service and inform prioritization.
• Produce and preserve procedures, SOPs, release notes, roadmaps and quick-reference materials to support onboarding and operational consistency.
• Design and deliver regional orientation and role-based training programs (workshops, demos, office hours); track regional completion and proficiency; tailor materials by region and role; and iterate content based on feedback.

Process Improvement and Quality Assurance

• Apply process-improvement best practices and data governance principles to identify root causes, prioritize opportunities, and implement solutions that increase efficiency, quality and consistency.
• Design and implement controls, QA processes and KPIs to monitor end-to-end reporting performance and sustain improvements.
• Identify systemic problems (data, platform, design) and escalate with reproducible steps and recommended next actions.
• Serve as a liaison between business users and technical teams (internal and COE); translate business needs into system requirements, validate technical solutions, and ensure implementation partners have needed context.
• Recommend how system enhancements and new features can improve business outcomes; act as point of contact for escalated system issues and coordinate timely resolution.
• Monitor incident trends and adoption metrics; capture recurring user pain points and perform root cause analysis to prioritize improvements.
• Translate user feedback and observed trends into prioritized insights; collaborate with Data Insights & Reporting COE, product, and tech teams to implement fixes and document updates.
• Participate in governance meetings to gather regional feedback, confirm stakeholder alignment, prioritize change requests, and define change management steps to ensure consistent workflows and reporting standards.

Our future colleague.

We'd love to meet you if your professional track record includes these skills:

• Minimum 5 years of direct experience with Applied Epic data, workflows and reporting.
• Minimum 8 years of professional experience in client facing operations, professional services in insurance/brokerage, including at least 5 years in process design, operations, or business analysis supporting multi-regional teams.
• Reporting and Analytics Tools: Experience with reporting and analytics tools (preferably Microsoft Power BI), including data analysis and testing, requirements gathering, and generating actionable insights to support business decision-making.
• Process and Training: Proven ability to design and document scalable business processes and workflows, produce SOPs, deliver role-based training and provide user support.
• Technical and Analytical Literacy: Able to explain technical requirements to non-technical users and assess system impacts when designing process changes.
• Stakeholder Engagement and Influence: Demonstrated success influencing cross functional and regional stakeholders without formal authority, communicating consistent updates, and collaborating to align priorities and achieve shared goals.
• Change Management and Adoption: Applies change management principles to drive adoption, engage regional representatives, and manage people/process/technology impacts.
• Problem Solving and Strategic Mindset: Strategic thinker with a pragmatic, scalable approach to problem solving; challenges the status quo and identifies opportunities to improve efficiency, quality, and competitive advantage through digital enablement.
• Communication and Personal Traits: Excellent written and verbal communication, detail oriented, highly organized, customer focused, resilient under pressure, and committed to delivering sustainable results while demonstrating organizational values (integrity, collaboration, passion, innovation, accountability).

Your Physical Demands & Work Environment requires:

• Occasional travel may be required. Travel may consist of off-site venues, occasional overnight stays, and visits to other operating companies.
• Work occurs during regular day hours as well as occasional extended hours and schedule flexibility necessary to complete tasks to meet needs.
• Flexible location within reasonable proximity to an MMA office.

We know there are excellent candidates who might not check all of these boxes. Don't be shy. If you're close, we'd be very interested in meeting you.

Valuable benefits.

We value and respect the impact our colleagues make every day both inside and outside our organization. We've built a culture that promotes colleague well-being through robust benefit programs and resources, encourages professional and personal development, and celebrates opportunities to pursue the projects and causes that give colleagues fulfilment outside of work.

Some benefits included in this role are:

• Generous time off, including personal and volunteering
• Tuition reimbursement and professional development opportunities
• Remote work
• Charitable