Reinsurance Client Support Services Leader

Guy Carpenter is the world's premier reinsurance intermediary and strategic advisor to leading insurance and reinsurance organizations, delivering integrated solutions through analytics and advisory services, product knowledge and trading relationships with reinsurance markets worldwide.

Guy Carpenter is a brand of Marsh Philippines and is actively seeking qualified candidates for a leadership role in Manila, to be established within Marsh 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. Reporting to the Regional Head of Client Support Services, APAC, this role requires close collaboration with CSS leadership in Singapore, Hong Kong and Australia to deliver best in class service and achieve regional and global objectives.

We will count on you to:

• Create a robust operational foundation and establish an effective operating rhythm to build and scale the Philippines CSS operational hub.
• Lead the support service team in Manila, collaborating with CSS leaders across APAC to ensure best in class client service and seamless support.
• Establish strong relationships with regional Heads of Client Support Services in APAC to support their businesses for all reinsurance service processing and to resolve issues for external stakeholders.
• Coordinate with leaders across APAC to align support strategies and ensure consistent service delivery.
• Ensure that all service level agreements, procedures and professional standards are met and adhered to by maintaining robust operational management discipline and data‑driven decision making.
• Leverage people, process and technology to improve client experience and provide value to clients.
• Identify and drive operational efficiencies and align to best practice.
• Lead the resolution of operational issues and provide counsel on process improvements.
• Lead and manage a growing team of direct reports, ensuring strategic alignment and fostering knowledge sharing; promote process improvements that leverage technology.
• Drive high performing teams by contributing to human capital strategies, including workforce planning and recognizing evolving workforce needs.

What you need to have:

• Minimum of 10 years of solid experience in a managerial/leadership role in an operations hub.
• Strong preference for (re)insurance operations experience, covering Technical Accounts, Claims and Fiduciary.
• Commercially astute with strong business sense.
• Strong client orientation with a track record of delivering exceptional service.
• Experience in leading and mentoring a team.
• Ability to manage and network in a multicultural environment with influence across stakeholders.
• Bachelor's degree in a relevant field; postgraduate qualifications desirable.
• Proficient MS Office skills (Word, Excel, PowerPoint) and ability to leverage digital tools.

What makes you stand out:

• Proven ability to build and scale a high-performing operational team.
• Experience working in a matrixed, geographically dispersed organization.
• Ability to drive innovation and act as a proactive change agent; capable of leadership at a strategic level.
• Excellent problem-solving, structured thinking and self-organization.
• Sense of urgency and passion for customer advocacy.
• Exceptional communication skills with open two-way communication.
• Strong analytical and data-driven mindset that translates into business results.

Why join our team:

• Professional development opportunities, engaging work and supportive leaders.
• Inclusive culture with opportunities to collaborate and create impact for colleagues, clients and communities.
• Scale enables a range of career opportunities, benefits and rewards to enhance well-being.

Guy Carpenter, a business of Marsh McLennan (NYSE: MMC), is a leading global risk advisory and reinsurance specialist and broker. Marsh McLennan operates in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. For more information, visit guycarp.com or follow on LinkedIn and X.

Marsh McLennan is committed to a diverse, inclusive and flexible work environment and to hybrid work arrangements. All colleagues are expected to be in their local office or working onsite with clients at least three days per week, with anchor days as applicable.

Note: This posting reflects a leadership role in the Philippines within the Guy Carpenter business division; any recruitment or referral notices are separate from this description.