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 within a hybrid arrangement, with at least three days a week spent in the office. You will lead, coach and mentor a team of claims professionals handling general insurance claims for large multinational clients, set targets, oversee regional and global claims transactions, ensure compliance and drive process improvements.

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's 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.

What makes you stand out

• Broad experience across general insurance claims, including property damage, business interruption, liability, product recall, construction, medical malpractice and motor insurance.
• Experience handling escalated claims, negotiating with insurers, identifying risks and driving process improvements.
• Experience supporting regional or global real estate and manufacturing clients or portfolios with headquarters in Singapore.

What we offer

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