Client Support Services Lead, Philippines

Job Description

This job is with Marsh McLennan, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Guy Carpenter is the world's premier reinsurance intermediary and strategic advisor to leading insurance and reinsurance organizations, delivering integrated solutions through its industry-leading analytics and advisory services, highly specialized product knowledge and trading relationships with reinsurance markets around the world. Guy Carpenter is a brand of Marsh Philippines. Guy Carpenter is actively seeking qualified candidates for this leadership role in Manila, through a new Guy Carpenter business division to be established within Marsh Philippines.

Position: Client Support Services Lead, Philippines

Summary: The Global Client Support Services (CSS) organization is responsible for technical processing of premium and claims, collection and settlement of fiduciary balances, contentious settlement negotiations and consultative reinsurance services on behalf of our clients. The Client Support Services Lead, Philippines is responsible for leading a client service team based in Manila to support, and as an extension to, local operations throughout the Asia Pacific region. This role reports to the Regional Head of Client Support Services, APAC and requires collaboration with CSS leadership in Singapore, Hong Kong and Australia to deliver best-in-class service and meet regional/global objectives.

We Will Count On You To

• Create a robust operational foundation and effective operating rhythm to build and scale the Philippines CSS hub.
• Lead the Manila-based client support team and collaborate with APAC CSS leaders to ensure best-in-class client service.
• Establish trusted relationships with regional Heads of CSS in APAC to support their businesses and resolve external stakeholder issues.
• Coordinate with APAC leaders to align support strategies and ensure consistent service delivery.
• Ensure service level agreements, procedures and professional standards are met with data-driven monitoring and decision making.
• Leverage people, processes, and technology to improve client experience and add value.
• Identify operational efficiencies and align to best practices.
• Lead the resolution of operational issues and advise on process improvements.
• Lead and manage a growing team of direct reports, promoting process improvements and technology-enabled service delivery.
• Drive high-performing teams through workforce planning and adapting to the future of work.

What You Need To Have

• Minimum of 10 years of leadership experience in an operations hub.
• Strong preference for (re)insurance operations experience (Technical Accounts, Claims, Fiduciary).
• Commercial acumen and strong business sense.
• Customer-focused with a proven track record of delivering exceptional service.
• Experience in leading and mentoring teams.
• Ability to manage in a multicultural environment; strong stakeholder engagement.
• Bachelor's degree in a relevant field; post-graduate qualifications desirable.
• Proficient MS Office skills; ability to leverage digital tools and technology.

What Makes You Stand Out

• Experience building and scaling high-performing operational teams.
• Ability to operate in matrixed, geographically distributed organizations.
• Record of driving innovation and strategic leadership.
• Strong problem-solving, structure, and self-organization.
• Urgency and passion for customer advocacy.
• Excellent communication and data-driven mindset.

Why Join Our Team

• Professional development opportunities, interesting work, and supportive leaders.
• Inclusive culture with opportunity to impact colleagues, clients, and communities.
• Career growth opportunities and rewards to enhance well-being.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment and hybrid work arrangements where possible.

Posted today

Role Summary: Own the end-to-end customer experience across APAC client interactions, drive service quality, client retention and incremental revenue by orchestrating CRM, AI-driven support tools and store-level operations. Acts as the single point of contact for client stakeholders while leading an onshore/offshore service team.

Key Responsibilities:

• Design and deliver the omni-channel service roadmap (voice, chat, social, in-store). Define SLAs/OKRs, monitor CSAT/NPS, and drive continuous improvements.
• CRM & AI Enablement: Administer CRM stack (e.g., Salesforce, Zoho, Shopify-Gorgias); implement AI assistants and govern AI outputs.
• Client & Stakeholder Management: Escalation point, run QBRs, translate data into executive insights to unlock upsell opportunities.
• Retail / Store Operations: Coordinate with store managers on queue management, click-and-collect, returns, events; analyze footfall vs. conversion and adjust staffing or layouts.
• Team Leadership: Lead 10-25 CS associates and 2-3 team leads; coach on soft skills and AI-enabled workflows; maintain