Team Manager – Broking Operations

Marsh McLennan Asia Business Services (MMABS) is seeking candidates for the following position the Kuala Lumpur Office:

Team Manager – Broking Operations

The role will be responsible for the day-to-day backend processing operations of Broking team in the Shared Services, with specific focus on Placement & Policy Servicing processes. To ensure a value-added experience to related operating companies (internal stakeholders) by partnering and influencing them on business and day to day operational issues and expectations.

Driving internal initiative to add value to operations team.

What can you expect?

• Be a part of a regional operational Shared Service Center
• An opportunity to manage a team, responsible for overall back-office operations of General Insurance & Reinsurance Broking operations, supporting the Hong Kong market
• To set goals and objectives for group and proactively manages, leads, and coaches team members to achieve operational results
  
  

What is in it for you?

• Career Development and Training Opportunities
• Explore opportunities to work on regional and global projects
• Conducive Smart Office work environment
  
  

We will count on you to:

Delivering to the Customer / Client

• To ensure timely delivery of high-quality work to our clients while consistently fulfilling our commitments to internal stakeholders. We strive to understand the objectives of each project and align our efforts to meet and exceed client expectations. By maintaining open communication and a strong work ethic, we aim to build trust and deliver on our promises. Our goal is to contribute to the success of our clients and the overall growth of our organization.
  
  

SLA Management

• Manage Service Level Agreements (SLAs) for accuracy, productivity, and turnaround time (TAT) in accordance with agreed-upon standards with both internal and external stakeholders. This is done to ensure the seamless and efficient delivery of services.
• Responsible for effectively managing available resources, including people and processes, to ensure operational efficiency.
  
  

Stakeholder Management

• Maintain regular stakeholder interaction and develop relationships with first-line managers of operating team where is necessary. This ensures a constant flow of information on performance, exceptions, expectations, forecasts, process changes, and new opportunities on a daily, weekly, and monthly basis.
• Responsible for providing stakeholders with a value-added experience by partnering on operational decisions. This includes initiating and influencing discussions to set expectations where is necessary.
  
  

Performance Management &

People Development

• Should have a clear understanding of the competencies, potential, and performance levels of the team to create development plans for skill requirements. This includes managing and mentoring team members who may be performing at an average level.
• Responsible for setting goals for the team, conducting timely and objective performance reviews, and providing feedback to identify skill and competency gaps. This includes developing learning plans to address those gaps.
• Responsible for implementing people development plans to meet the current and future skill requirements of the team.
• Responsible for ensuring a highly engaged workforce by monitoring levels of engagement and the intent to stay within the team.
  
  

Compliance

• Effectively promote a culture of adherence to policies and procedures within the team, in accordance with the organization's standards and established Standard Operating Procedures (SOPs).
• Maintain performance on risk and compliance and identify areas for improvement in operational risk.
  
  

Exception Management

• Report and highlight exceptions in processes, people, and policies, and escalate these exceptions as necessary.
  
  

Ad Hoc Projects

• Undertake ad-hoc assignments or any other tasks assigned by the Regional office or Group.
• Participate in audits and business process improvement projects where is needed.
  
  

What you need to have:

Education: Degree Holder

Work Qualifications: Shared Service operations experience/ People management experience

Desirable: LEAN / Six Sigma / KAIZEN

Training:

Desirable: Leadership Skills Development

Experience:

• Minimum of 8 years of work experience, including at least 2 years in a managerial role.
• Experience in operations within the insurance, financial services, or offshore processing organizations, with a proven track record in service delivery.
• Experience in shared service operations or business process outsourcing (BPO), specifically in Placement and Policy Servicing process and dealing with regional and onshore stakeholders.
• Managed a team of less than 10 individuals.
  
  

Desirable:

• Experience in transitioning or migrating large processes.
• Experience in working with regional or onshore stakeholders.
• Experience in handling insurance or reinsurance operations, particularly in the Placement and Policy Servicing process.
  
  

Knowledge:

• Understanding of the insurance, reinsurance, and/or financial services sectors.
• Knowledge of operations management fundamentals and quality tools.
  
  

Skills & Abilities:

• Strong command of spoken and written English. Cantonese speaking proficiency is an added advantage.
• Strong analytical and decision-making abilities.
• Excellent communication, influencing, and negotiation skills.
• Effective leadership and people management skills.
• Strong planning and organizing capabilities.
• Proficient in resource management.
• High stress tolerance.
• Must have advanced proficiency in Microsoft Office.
  
  

Desirable:

• Change Management experience.
  
  

Marsh McLennan (NYSE: MMC) is the world’s leading professional services firm in the areas of risk, strategy and people. The Company’s more than 85,000 colleagues advise clients in over 130 countries. With annual revenue of $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses. Marsh provides data-driven risk advisory services and insurance solutions to commercial and consumer clients. Guy Carpenter develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities. Mercer delivers advice and technology-driven solutions that help organizations redefine the world of work, reshape retirement and investment outcomes, and unlock health and well being for a changing workforce. Oliver Wyman serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit marshmclennan.com, or follow us 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.

Marsh McLennan 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 McLennan 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

R_276490