Marsh McLennan (NYSE: MMC) is the world’s leading professional services firm in the areas of risk, strategy and people. The Company’s 83,000 colleagues advise clients in 130 countries. With annual revenue of over $20 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses. Marsh advises individual and commercial clients of all sizes on insurance broking and innovative risk management solutions. Guy Carpenter develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities. Mercer delivers advice and technology-driven solutions that help organizations redefine the world of work, reshape retirement and investment outcomes, and unlock health and wellbeing for a changing workforce. Oliver Wyman serves as a critical strategic, economic and brand advisor to private sector and governmental clients.

• To know the purpose of existence of the team and to be able to deliver to the client on time, to the right quality and keep every promise that is made. To be able to honor the commitments always made to internal stakeholders.
• Manage SLAs on Accuracy, productivity, and TAT per agreed standards with internal/external stakeholders to ensure the smooth and efficient deliveries.
• Responsible for managing available resources (people, process) effectively to ensure operational efficiency.
• Maintain a day-to-day stakeholder interaction & develop relationship with first line managers of operating companies for constant flow of information on performance (daily, weekly, monthly), exceptions, expectations, forecasts, process changes and new opportunities.
• Will be required to provide stakeholders with a value-add experience by partnering on operational decisions. Initiate and influence expectation setting discussion with operating companies.
• To be succesful, the ability to assess team competencies, potential, and performance levels is essential for creating effective development plans to meet skill requirements (manage & mentor average performing team members).
• Responsible for setting goals for team, reviewing and giving timely and objective feedback to all teams with a view to identify skill and competency gaps and develop learning plans.
• Responsible for implementing people development plans for current and future skill requirements of the team.
• Responsible for ensuring an engaged workforce with a view of levels of engagement and ‘intent to stay’ of team.
• Effectively drive a culture of adherence to policies & procedures by the team as per organization’s standards and laid out SOPs.
• Maintain performance on risk and compliance & highlight areas of improvement in operations risk.
• Report & highlight exceptions on processes, people, policies and escalate similar exceptions decision made wherever required.
• Undertake ad-hoc assignments/any other tasks by regional office or Group Audits and Business Process Improvement projects.

What you need to have:

• Minimum of 20 years working experience out of which 10 is in a managerial role and 10 experiences in operations in Insurance / financial services/ offshore processing organizations with proven track record in service delivery.
• Previous Shared Service or BPO experience dealing with regional / onshore stakeholders.
• Understanding of insurance and/or financial services sectors.
• Fundamentals of operations management, quality tools.
• Good command of spoken and written English. Proficiency in additional languages, such as Chinese, may be beneficial for this role.
• Analytical ability and Decision making.
• Communication, Influencing and Negotiation skills.
• Leadership and People management.
• High Stress tolerance.
• Must have high proficiency in Microsoft Office.

What makes you stand out?

• Experience in the insurance industry will be advantageous and may set you apart as a standout candidate.
• Previous experience in a shared service or BPO environment is advantageous and will be considered favorably.