Client Support Services Lead, Philippines

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.

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.

Reporting to the Regional Head of Client Support Services, APAC, this role will require close collaboration with CSS leadership in Singapore, Hong Kong and Australia in order to deliver best in class service to Guy Carpenter clients and deliver against our regional and global strategic objectives.

We will count on you to:

• Create a robust operational foundation and establish an effective operating rhythm to ensure the successful build and scaling of the Philippines CSS operational hub.
• Lead the support service team based in Manila, collaborating closely with Client Support Services leaders across APAC locations to ensure best in class client service and seamless support.
• Establish strong and trusted relationships with regional Heads of Client Support Service in APAC to support their businesses for all aspects of reinsurance service processing and to understand and resolve problems 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 utilizing and maintain robust operational management discipline and data driven monitoring and decision making.
• Leverage people, process and technology to improve client experience and to provide value-add for 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 to foster the sharing of ideas, knowledge, and solutions. Promote new process improvement initiatives that leverage technology to enhance service delivery.
• Drive high performing teams by contributing to and guiding human capital strategies to meet long term organizational objectives, including developing and implementing workforce planning strategies and recognize the changing needs of the workforce of the future.

What you need to have:

• Minimum of 10 years of solid experience in a managerial and leadership role in an operations hub.
• Strong preference for (re)insurance operations experience, covering Technical Accounts, Claims and Fiduciary.
• Commercially astute and strong business sense.
• Strong client orientation mindset with a proven track record in delivering exceptional service.
• Experience in team leadership, including growing, managing and mentoring a team.
• Proven ability to manage and network in a multicultural environment. Strong gravitas and presence to influence and build collaborative relationships with stakeholders.
• Bachelor's degree in a relevant field with post graduate qualifications desirable.
• Proficient MS office skills (Word, Excel and PowerPoint). Able to leverage a range of digital tools and technology to its maximum potential.

What makes you stand out:

• Proven ability to build and scale a high-performing operational team.
• Demonstrated ability to work in a matrixed and geographically spread organization.
• Demonstrated ability to drive innovation, proactive change agent and lead strategically.
• Excellent problem-solving skills, clear structure and self-organization.
• Sense of urgency and visible passion for customer advocacy.
• Exceptional communication skills; encourages two-way communication and has an open communication style.
• Strong analytical and data driven mindset that translates into business results.

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.

Guy Carpenter, a business of Marsh McLennan (NYSE: MMC), is a leading global risk advisory and reinsurance specialist and broker. 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 , 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.

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.