This is an exceptional opportunity to lead the Placement and Policy Servicing Operations team at one of the world's foremost insurance brokers, encompassing our Specialty, Corporate, and Risk Management divisions. Based in Hong Kong, you will oversee Marsh's Asia Placement and Policy Servicing Operations teams, which consists of nearly 300 professionals across 11 locations, including Marsh Mercer Benefits, Core Brokerage and Affinity Solutions for the region.
What can you expect?
In this role, you will lead the team through a transformative journey, contributing to the development of our target operating model while driving improved client outcomes and enhanced efficiency through the implementation of digital technology. You will collaborate closely with our Placement Brokers and client teams to deliver a comprehensive end-to-end service to Marsh’s global clientele.
We will count on you to:
Provide vision, leadership and strategic direction to nearly 300 Placement and Policy Servicing Operations colleagues, working virtually across countries and our Centre of Excellence, operating as a hands-on leader, ensuring the achievement of established goals.Take a “Client First” approach to placement and policy servicing management.Oversee the development and delivery of the target state Placement and Policy Servicing Operations organization and leverage proven operational design principals to define the Placement and Policy Servicing strategy, optimize location footprint, and manage annual budget.Lead the digital transformation of our Placement and Policy servicing process, ensuring our processes and technology deliver the best Client outcomes.Drive a bold and innovative vision to transform supporting the delivery of the Operational Excellence (OpEx) agenda.Execute on a Placement and Policy Servicing Operations vision and set of priorities that are linked with business and customer needs.Challenge existing practices and develop innovative solutions related to departmental risks, operational controls, and efficiency initiatives in order to contribute to effective management of shared operations.Maintain and develop strong relationships with regional and country placement broking teams to drive operations changes within the firm.Own the delivery of a best-in-class operational function in placement and policy servicing that leverages optimal workflows, automation, and process streamlining capabilities to operate more efficiently.Provide oversight for implementing optimal role-cost-location alignment within the region/country through workflow management systems, centres of excellence.Drive change management within the organization, strengthening the capability to deliver change and deliver excellent customer outcomes.Develop the right performance metrics to enable effective controls and lead and coach colleagues to achieve these KPIs and client satisfaction.Lead effort to improve processing efficiency across the region, by synthesizing best practices and identifying opportunities for improved efficiencies.Design and evaluate operations processes and strategies while managing the impact and delivery of change to achieve team operational goals and maximize process efficiencies across regions.Ensure that the Placement and Policy Servicing Operations target state operating model supports Marsh’s wider data strategy.Put in place succession plans for key roles.What you need to have:
Extensive leadership experience: A proven track record of progressive leadership roles, preferably within the insurance operations/ broking sector.Team management expertise: Demonstrated success in leading and managing large, diverse teams across regional boundaries. Possess a strong understanding of navigating matrixed reporting structures and effectively influencing stakeholders to achieve team objectives.Stakeholder management: Demonstrated ability to manage and engage with diverse, regional and global stakeholder groups, exhibiting gravitas and credibility in all interactions.Independent leadership & change management: Strong history of independent leadership, with exceptional influencing skills and a proven ability to act as a change agent within an organization.Digital transformation leadership: Experience in spearheading digital transformation initiatives, showcasing a commitment to leveraging technology for operational improvement.Agile methodology knowledge: Familiarity with Scaled Agile frameworks is preferred, though not mandatory.Collaborative mindset: Proven ability to work effectively within a matrix organization, fostering collaboration and teamwork across various departments and functions.What makes you a stand-out?
Stakeholder management proficiency: You excel in managing multiple complex stakeholder groups, effectively facilitating collaboration to drive successful outcomes.Data literacy & technological acumen: You possess strong data literacy skills, with a proven track record of successfully implementing new technologies to enhance operational efficiency.Change leadership & client service excellence: As an experienced professional, you have established a reputation for leading transformative initiatives and consistently improving client service delivery.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, a business of Marsh McLennan (NYSE: MMC), is the world’s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X.
Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, 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.