Company:
MarshDescription:
Role Purpose
Lead the combined Placement and Policy Servicing value stream in the Philippines, delivering accurate, timely, compliant, and client-focused operational support across the insurance lifecycle. The role is accountable for day-to-day team leadership, service performance, quality, controls, stakeholder coordination, and continuous improvement, while contributing to consistent delivery across Asia and any connected Centers of Excellence or shared-service teams.
Key Responsibilities
Leadership & Performance Management
- Set the team strategy, operating cadence, service standards, and priorities for placement and policy servicing activities.
- Lead, coach, and develop team members through performance management, regular feedback, talent development, succession planning, and support for hiring and onboarding.
- Own workload planning, capacity, coverage, prioritization, and escalation handling to meet business deadlines and agreed service levels.
- Build a collaborative, inclusive, and accountable team culture focused on client service, operational discipline, and continuous learning.
Placement Operations Delivery
- Oversee placement support activities, including coordination, market follow-ups, tracking, documentation management, status reporting, and handoffs to support placement timelines.
- Act as the primary escalation point for complex or urgent cases, market coordination issues, documentation gaps, and high-impact client matters.
- Ensure P&C, Specialty, wholesale, and reinsurance-related operational requirements are understood and embedded in workflows, controls, and documentation practices.
Policy Servicing Delivery
- Lead end-to-end policy administration support, including issuance, endorsements, renewals, cancellations, certificates, billing support, documentation, and related servicing activities.
- Ensure policy records, transactions, and supporting documentation are accurate, complete, timely, and aligned with agreed procedures and client requirements.
- Partner with brokers, insurers, clients, Client Management, Finance, Compliance, and other internal teams to resolve servicing issues and maintain smooth policy lifecycle delivery.
Controls, Governance & Risk
- Ensure adherence to internal policies, operational controls, governance requirements, and applicable Philippine and regional regulatory obligations.
- Maintain current SOPs, control checklists, quality standards, and audit-ready documentation; support audits and reviews and drive closure of findings.
- Identify operational risks, recurring defects, and control gaps, implementing sustainable preventive actions rather than one-time corrective fixes.
Stakeholder Partnership & Service Management
- Align with local and Asia BCS leadership, Broking/Placement, Client Management, Finance, Compliance, Technology, insurers, and other stakeholders on service expectations and priorities.
- Provide transparent reporting on SLA achievement, backlog, turnaround time, productivity, quality, root causes, escalations, and remediation plans.
- Establish clear requirements for inputs, timelines, handoffs, escalation routes, and what good service delivery looks like.
Continuous Improvement & Systems Enablement
- Lead process improvement, standardization, automation, and workflow optimization initiatives with measurable outcomes.
- Champion effective use of operational systems, including data quality, process adoption, training, user acceptance testing, and change readiness.
- Use performance data and root-cause analysis to reduce errors, rework, delays, and unnecessary escalations across placement and servicing activities.
Success Measures
- SLA and turnaround-time achievement, healthy backlog, and reliable delivery against placement and policy servicing milestones.
- Quality outcomes, including documentation accuracy, transaction accuracy, reduced error and rework rates, and improved first-time-right performance.
- Risk and control outcomes, including control compliance, audit-readiness, closure of findings, and improvement in incident trends.
- Stakeholder and client satisfaction, effective handoffs, timely escalation resolution, and fewer repeat issues.
- People outcomes, including team engagement, capability development, productivity, succession readiness, and effective capacity management.
- Quantified process improvements through standardization, automation, data discipline, or improved system adoption.
Required Experience & Qualifications
- Significant experience in insurance operations, broking operations, placement support, policy servicing, or policy administration.
- Demonstrated people leadership experience, including performance management, coaching, capacity planning, and delivery oversight.
- Solid understanding of the insurance policy lifecycle and placement processes, including P&C and Specialty products; reinsurance or wholesale experience is an advantage.
- Working knowledge of operational controls, governance, documentation standards, and regulatory requirements relevant to the Philippines and regional delivery models.
- Proven ability to manage competing priorities, meet deadlines, and resolve complex issues in a fast-paced, service-focused environment.
- Experience driving process improvement, system adoption, data quality, automation, or change initiatives.
- Bachelor’s degree or equivalent professional experience in insurance, business, operations, or a related discipline.
Key Competencies
- Execution and delivery leadership
- People leadership and coaching
- Stakeholder management and structured communication
- Escalation handling and sound judgment
- Data-driven problem solving and root-cause analysis
- Risk mindset and control discipline
- Change leadership and continuous improvement
- Attention to detail with a strong client-service orientation