Claims Operations Lead - Hong Kong

Marsh; Kuala Lumpur; Hybrid; MYR 180,000 - 260,000; Full time

Job summary

Marsh is seeking a Team Lead for Claims Operations in Kuala Lumpur to support the Hong Kong claims operations. Based in our Pavilion Damansara Corporate Towers office, this hybrid role requires coordinating across teams and ensuring service delivery standards, with emphasis on WIRM claims processes and regional collaboration.

The role involves coaching staff, monitoring KPIs, and driving process improvements while partnering with Hong Kong stakeholders and leadership.

Qualifications

• Bachelor’s degree or equivalent professional qualification.
• Minimum 8 years’ experience in commercial insurance claims, broker operations, shared services, or related operational environment.
• 2+ years leading a team in an operational environment.

Responsibilities

• Oversee day-to-day operations of the Hong Kong WIRM® Claims Operations team.
• Monitor productivity, quality, turnaround times and service levels.
• Coordinate workload allocation and resource planning for efficient service delivery.
• Act as first escalation point for operational issues and support timely resolution.
• Coach and guide Claims Analysts and Claims Specialists.

Skills

Analytical thinking

Problem solving

Organizational skills

Communication skills

Stakeholder management

Coaching/leadership

English & Cantonese proficiency

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office (Word, Excel, PowerPoint)

Job description

Marsh is seeking a Team Lead for Claims Operations in Kuala Lumpur to support the Hong Kong claims operations. Based in our Pavilion Damansara Corporate Towers office, this hybrid role requires coordinating across teams and ensuring service delivery standards, with emphasis on WIRM claims processes and regional collaboration.

The role involves coaching staff, monitoring KPIs, and driving process improvements while partnering with Hong Kong stakeholders and leadership.