Senior Coordinator - Quality Assurance

MY009 Marsh & McLennan Asia Business Services Sdn. Bhd.; Kuala Lumpur; Hybrid; MYR 70,000 - 120,000; Full time

Job summary

Marsh & McLennan Asia Business Services (MMABS) is seeking a Senior Coordinator - Quality Assurance to join the Business and Client Services (BCS) team in Kuala Lumpur. The role is hybrid, with work arrangements per team guidelines, based at Pavilion Damansara Corporate Towers.

The successful candidate will conduct monthly QA reviews across Asia onshore BCS Operations, ensure SOP/regulatory compliance, and drive process improvements through corrective actions and collaboration with stakeholders.

Qualifications

• Bachelor’s degree required.
• Minimum 3 years in controls role, ideally in financial industry (insurance ops a plus).
• High integrity, detail oriented, compliant and process driven.
• Self-starter with solutions mindset.
• Excellent written and oral communication skills.
• Strong planning, analysis and problem solving skills.

Responsibilities

• Conduct monthly quality assurance reviews across Asia onshore BCS Operations (Client Onboarding, Placement and Policy Services, Fiduciary Operations).
• Ensure activities and documentation comply with SOPs, market standards and regulatory requirements.
• Review and update SOPs to reflect current practices and changes in regulation.
• Identify and analyze errors and omissions and assess root causes.
• Recommend and implement corrective actions and training to address gaps.
• Collaborate with stakeholders, including Asia Head of Internal Control, for continuous improvement.

Skills

Excellent communication

Project management

Detail oriented

Integrity and compliance

Problem solving

Education

Bachelor’s degree in any field

Job description

We are seeking a talented individual to join our Business and Client Services (BCS) team at Marsh & McLennan Asia Business Services (MMABS). 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 as per respective team's arrangement.

Senior Coordinator - Quality Assurance

Business and Client Services (BCS)

At Marsh McLennan BCS, our newly established Internal Controls and Centralized Quality Assurance teams work hand-in-hand to drive operational excellence and elevate service quality. The Internal Controls team focuses on developing global capabilities that streamline processes and boost efficiency, enabling us to better serve our clients and carriers. Meanwhile, the Centralized Quality Assurance team ensures rigorous quality reviews across all Asia onshore BCS Operations, proactively reducing errors and omissions to uphold the highest standards of accuracy and reliability. Together, these teams play a critical role in strengthening our operational foundation and delivering exceptional client outcomes.

We will count on you to:

• Conduct Monthly Quality Assurance Reviews:Perform thorough monthly reviews of files and processes across all Asia onshore BCS Operations teams, covering all value streams such as Client Onboarding, Placement and Policy Services, and Fiduciary Operations.
• Ensure Compliance with SOP and Regulations:Verify that all team activities and documentation comply with the Standard Operating Procedures (SOP), market standards, and relevant regulatory requirements to maintain high-quality service delivery.
• Review and Update Standard Operating Procedures:Regularly assess and update SOPs to reflect current business practices and regulatory changes, ensuring continuous alignment and relevance.
• Identify and Analyze Errors and Omissions (E&Os):Detect potential errors and omissions caused by negligence within BCS Ops teams, analyze their root causes, and assess their impact on business operations.
• Recommend and Implement Corrective Actions:Develop and propose corrective measures, including process improvements and training programs, to address identified gaps and prevent recurrence of errors.
• Collaborate with Stakeholders for Continuous Improvement:Work closely with the Asia Head of Internal Control and other relevant stakeholders to enhance quality assurance processes and ensure consistent compliance across all BCS value streams.

What you need to have:

• At least a Bachelor’s degree in any field
• Minimum 3 years of relevant work experience in controls role ideally in financial industry. (Those with insurance operations experience will be added advantage)
• Good work ethics with high level of integrity, detailed oriented, compliant and process driven
• Self-starter, resourceful with the ability to bring solutions and ideas to the company.
• Excellent written and oral communications skills – able to clearly articulate issues, problems, and resolutions.
• Good project management and highly organized – excellent planning, analysis and problem solving skills.

What makes you stand out:

• Understanding of Insurance Broking Cycle is an advantage
• Ability to build strong relationships and build rapport with stakeholders, including but not limited to: BCS Operations, Business, Legal and Compliance, Internal Audit
• Good influence / persuasiveness skill to achieve outcomes.
• Willing to learn and take on new challenges

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 creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of 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.