Company:
Marsh
Description:
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,…