Operations Manager - Broking Fiduciary Billing

MY009 Marsh & McLennan Asia Business Services Sdn. Bhd.; Kuala Lumpur; Hybrid; MYR 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work arrangement

Professional development opportunities

Job summary

Marsh & McLennan Asia Business Services Sdn. Bhd. in Kuala Lumpur is seeking an Operations Manager for the Broking Fiduciary Billing team.

Hybrid role based in Pavilion Damansara Corporate Towers with on-site days as per team arrangement. You will drive operational excellence across Order-to-Invoice processes and billing operations for our insurance operations. Lead a team of operations professionals, manage SLAs, budgets, and stakeholder engagement across regional and onshore teams.

Qualifications

• Bachelor's degree in Accounting, Finance, or related fields.
• 7+ years of working experience, including 3+ years in a managerial or supervisory role.
• Experience in insurance operations or offshore processing with proven service delivery.

Responsibilities

• Lead backend processing operations of the Broking Fiduciary Billing team with focus on insurance billing processes.
• Manage and lead a team of operations professionals, setting performance goals and engagement.
• Manage stakeholders by partnering and influencing them on business outcomes across regional and onshore teams.
• Maintain SLAs on accuracy, productivity, and turnaround time with internal/external stakeholders.
• Drive adherence to policies, procedures and SOPs.
• Lead projects including system implementations and large-scale process migrations.
• Manage budgets, SLAs, vendor relationships, and operational risk with clients and leadership.
• Monitor and review current practices and recommend enhancements.
• Undertake ad-hoc tasks regionally or for Group/Audit.

Skills

Team leadership

Stakeholder management

Operations management

Process improvement

Analytics

Insurance knowledge

Education

Bachelor's degree in Accounting, Finance, or related fields

Bachelor's degree in insurance, business administration, finance, risk management, or related field

Tools

CRM tools

Workflow platforms

Data analytics platforms

Job description

Operations Manager - Broking Fiduciary Billing

We are seeking a talented individual to join our Broking Fiduciary Billing team, part of our Marsh Risk's Business and Client Services (BCS) business at Marsh. This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working at office as per the respective team's arrangement.

Operations Manager – Broking Fiduciary Billing

In this role, you will drive operational excellence, and ensure seamless execution of Order-to-Invoice processes and billing operations across our insurance operations. You will be instrumental in enhancing efficiency, managing compliance, and supporting our clients and internal stakeholders through strategic operational leadership.

We will count on you to:

• Responsible for the backend processing operations of the Broking Fiduciary Billing team with specific focus on insurance billing processes
• Manage and lead a team of operations professionals, setting performance goals, managing engagement, and fostering a high-performing culture
• Manage stakeholders by partnering and influencing them on business outcomes and driving alignment across regional and onshore teams
• Manage SLAs on accuracy, productivity, and turnaround time per agreed standards with internal and external stakeholders to ensure smooth and efficient deliveries
• Effectively drive a culture of adherence to policies, procedures, and laid-out SOPs as per organization's standards
• Lead project and change-management initiatives, including system implementations, process transformations, organizational restructuring, and large-scale process migrations
• Manage budgets, service-level agreements, vendor relationships, and operational risk while maintaining strong communication with clients, brokers, insurers, and senior leadership
• Continually monitor and review current practices and processes, and where necessary, make recommendations in respect of enhancements
• Undertake ad-hoc assignments and any other tasks by regional office or Group/Audit activity

What you need to have:

• A degree in Accounting, Finance, or related fields (Bachelor's degree in insurance, business administration, finance, risk management, or a related field)
• Minimum of 7 years of working experience, out of which at least 3 years in a managerial or supervisory role
• Experience in operations in Insurance, financial services, or offshore processing organizations with proven track record in service delivery
• Strong understanding of insurance products, policy administration, claims support, underwriting support, billing, and regulatory processes

What makes you stand out:

• Shared service operations or BPO experience in Order-to-Cash (O2C) processes and dealing with regional and onshore stakeholders within the insurance industry would be advantageous
• Experience supporting shared service operations and offshore processing models
• Strong analytical skills and detail-oriented to comprehend and summarize appropriate informationTransition and migration experience of large-scale processes and system implementations
• Experience in dealing with regional and onshore stakeholders in complex organizational structures
• Proven experience with insurance systems, workflow platforms, CRM tools, reporting tools, and data analytics platforms
• Knowledge of insurance regulations, compliance requirements, internal controls, and risk management frameworks
• Professional certifications such as Lean Six Sigma or relevant insurance industry qualifications

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to providing an inclusive work environment. We aim to attract and retain the best, most qualified people and value colleagues of all backgrounds, without regard to age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.