Claims Operations Team Leader

About the role

Marsh is looking for a Claims Operations Team Leader to join its risk business in Singapore. This is a leadership role leading, coaching and developing a team of claims professionals across a portfolio of general insurance claims for large multinational clients. It is a hybrid position with at least three days a week in the office.

Key responsibilities

• Lead, coach and mentor claims professionals, promoting accountability, technical quality, service excellence and team stability.
• Set individual and team targets and monitor productivity, quality, service standards and KPIs.
• Oversee the offshore COE team supporting claims administration, management, data integrity and reporting.
• Act as the primary escalation point for regional and global claims, resolving issues affecting claims services and stakeholder confidence.
• Allocate and prioritize workloads to meet deadlines, client commitments and operational deliverables.
• Manage low- to moderately complex claims and client transactions, ensuring accurate documentation and correct application of policy terms and coverage.
• Review escalated or sensitive claims, refer matters to claims specialists when needed, and support disputed, delayed or non-paying insurer claims.
• Ensure compliance with internal controls, claims procedures, regulatory obligations and reporting requirements.
• Identify claims, operational, conduct, service and regulatory risks, maintain the departmental risk register and escalate material issues to senior management.

Required profile

• Proven regional or global experience managing a claims operations team or similar insurance function, with strong leadership, coaching, delegation and mentoring skills.
• Demonstrated track record of achieving individual and team KPIs and delivering positive claims results for policyholders and clients.
• Strong workload prioritization, decision-making, communication, negotiation and stakeholder-management skills.

Required skills

• Strong knowledge of claims policies, coverage, procedures, governance and regulatory requirements across multiple general insurance lines.
• Nice to have: broad experience across general insurance claims (property damage, business interruption, liability, product recall, construction, medical malpractice, motor insurance), experience handling escalated claims and negotiating with insurers, and experience supporting regional/global real estate and manufacturing clients headquartered in Singapore.

What we offer

• Professional development opportunities and supportive leaders.
• A vibrant, inclusive culture with a wide range of career opportunities.
• Benefits and rewards designed to enhance well-being.