Team Lead - Claims Service (Supporting 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

We are seeking a talented individual to join our Claims Operations team 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 as per respective team’s arrangement.

Team Lead – Claims Operations (Supporting Hong Kong)

We are seeking an experienced and motivated individual to support the management of our Hong Kong Claims Operations team. The role is responsible for overseeing day-to-day operational activities, ensuring service delivery standards are achieved, supporting stakeholder engagement, and developing a high-performing team.

The successful candidate will work closely with the Claims Operations Manager, Hong Kong stakeholders, and regional teams to deliver operational excellence and support the continued growth of the Claims Centre of Excellence.

We will count on you to:

• Support the Manager in overseeing the day-to-day operations of the Hong Kong WIRM® (Worker Injury Risk Management) Claims Operations team.
• Monitor team productivity, quality, turnaround times, and service level performance to ensure operational targets are achieved.
• Coordinate workload allocation and resource planning to support efficient service delivery.
• Act as the first point of escalation for operational issues and support timely resolution of service-related matters.
• Provide coaching, guidance, and day-to-day leadership to Claims Analyst and Claims Specialist.
• Conduct regular quality reviews and identify opportunities to improve operational effectiveness and service quality.
• Support onboarding, training, and development of team members to build capability and operational knowledge.
• Prepare operational reports, management information, and performance updates for stakeholders and leadership teams.
• Work closely with Hong Kong stakeholders to ensure operational requirements and service expectations are met.
• Identify process improvement opportunities and support implementation of operational efficiency initiatives.
• Ensure compliance with established operating procedures, internal controls, and risk management requirements.
• Support transition and migration activities as additional work is onboarded into the KL Centre of Excellence (KL COE).
• Foster a collaborative, customer-focused, and continuous improvement culture within the team.

What you need to have:

• Bachelor’s Degree or equivalent professional qualification.
• Minimum 8 years’ experience in commercial insurance claims, broker operations, shared services, or a related operational environment.
• Prior experience (minimum 2 years) leading a team or supervising staff in an operational environment.
• Knowledge of claims operations, workflow management, and service delivery processes.
• Experience managing operational KPIs, productivity measures, and service standards.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders across different levels of the organization.
• Good literacy in English and Chinese (written and spoken), with the ability to communicate effectively with Hong Kong stakeholders (Cantonese Speaker)
• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Demonstrated ability to coach team members and support a positive team environment.
• Ability to work effectively in a fast-paced and dynamic environment.

What makes you stand out:

• Experience supporting Hong Kong insurance or broker operations.
• Experience working within a shared services or Centre of Excellence environment.
• Experience in commercial insurance claims operations, particularly Employees’ Compensation
• Proficiency in speaking Cantonese would be a distinct advantage.
• Experience supporting process improvement, automation, or operational transformation initiatives.
• Strong stakeholder management and relationship-building skills.
• Proven ability to develop team capability and drive employee engagement.
• Customer-focused mindset with a commitment to service excellence.

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 on 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.

R_357156