Operations Manager - EB Claims Contact Centre (Supporting Hong Kong) - Kuala Lumpur - ref. p51432715

We are seeking a talented individual to join our ASO team at Marsh & McLennan Asia Business Services (MMABS). This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working as per respective team's arrangement.

Operations Manager - EB Claims Contact Centre (Supporting Hong Kong)

• Administrative services only (ASO) is an arrangement in which a company funds its own employee benefit plan, such as a health insurance program while purchasing only administrative services from the insurer

We will count on you to:

• The Manager is responsible to ensure day-to-day delivery of operational goals in an efficient manner while keeping in line with standards on quality, productivity and TAT as decided and agreed with operating companies globally.
• Works as a partner with business leaders to ensure the ongoing delivery of benefits services and tools.
• Develops and maintains standardized operations and procedures for Benefits Operations teams.
• Conducts work at the tactical level, approves operational work streams and resolves escalated issues as required to ensure timely and strategic delivery.
• Helps to manages communication efforts.
• Conducts performance appraisals, monitors staff functions, monitors workload and projects of team members to ensure projects are aligned by resources, capacity and skills required.
• Provides feedback and mentors employees.
• Identify areas for improvements and lead improvement efforts. Analyze global issues and trends and provide ideas for improvements.

What you need to have:

• At least a Bachelor’s degree in any field
• 7 – 8 years of experience in managing a shared service center or a contact center within Insurance or Insurance Broking industry
• At least 3 years experience in managing a team
• Must have experience in managing claims and or insurance specific functions
• Ability to converse in Cantonese to support stakeholders from Hong Kong
• A strong people leader
• Presents analytical ability and effective decision making

What makes you stand out:

• Demonstrate the ability to mentor, train, coach and motivate Contact Center team members to create a positive and healthy work environment within the team
• Proven experience managing a contact center team within insurance industry
• Excellent coordination skills and ability to work with multiple stakeholder

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.

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 marsh.com, 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.

Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.