Team Lead – Claims Operations (Supporting Hong Kong)

Location: Kuala Lumpur, Malaysia; hybrid work with at least three days per week in the local office or onsite with clients

Company

Marsh is a global risk, insurance, reinsurance, capital, people, investments, and management consulting company serving clients in 130 countries.

What you will do

• Support the Manager in overseeing daily operations for the Hong Kong WIRM Claims Operations team.
• Monitor productivity, quality, turnaround times, service levels, and operational KPIs.
• Coordinate workload allocation, resource planning, reporting, and management information.
• Act as the first escalation point for operational issues and service-related matters.
• Coach, guide, and lead Claims Analysts and Claims Specialists, including onboarding and development.
• Improve processes, support automation and operational efficiency initiatives, and assist with transitions into the Kuala Lumpur Centre of Excellence.

Requirements

• Bachelor’s degree or equivalent professional qualification.
• At least 8 years of experience in commercial insurance claims, broker operations, shared services, or a related operational environment.
• At least 2 years of experience leading a team or supervising staff.
• Knowledge of claims operations, workflow management, service delivery processes, operational KPIs, and service standards.
• Good written and spoken English and Chinese; the role requires effective communication with Hong Kong stakeholders, including Cantonese speakers.
• Strong analytical, problem-solving, organizational, communication, coaching, and stakeholder management skills, with proficiency in Microsoft Word, Excel, and PowerPoint.

Nice to have

• Experience supporting Hong Kong insurance or broker operations.
• Experience in shared services or Centre of Excellence environments.
• Commercial insurance claims experience, particularly Employees’ Compensation.
• Cantonese speaking proficiency.
• Experience with process improvement, automation, operational transformation, and employee engagement.

Culture & Benefits

• Professional development opportunities, varied work, and supportive leadership.
• Inclusive and flexible work environment focused on collaboration and continuous improvement.
• Hybrid work combining remote flexibility with regular office collaboration and professional development.
• Career opportunities, benefits, and rewards designed to support employee well-being.