Head of Claims Operations Singapore & Asia Placement Hub

Company:Marsh Risk

Description:

We are currently seeking a talented individual to join the Marsh Claims Operations Asia team as the Head of Claims Singapore and Asia Placement Hub.   This role will be based in Singapore. This is a hybrid role that has a requirement of working at least three days a week in the office. 

Reporting to the Head of Claims Operations, Asia Pacific, this is an exceptional opportunity to accelerate your career with an award-winning Fortune 500 company. In this strategic leadership role, you will shape and transform Claims Operations across Singapore and the Asia Placement Hub, leading a high-performing Singapore team to drive regional alignment, operational excellence, and an outstanding client experience. You will be instrumental in advancing Marsh’s efficiency agenda, accelerating digital adoption, and delivering claims transformation initiatives—such as Express Claims and client portal strategies—and will partner with regional and global stakeholders to influence claims strategy, insurer engagement, and service delivery standards.

We will count on you to:

• Define and execute Claims Operations strategy across Singapore and the Asia Placement Hub, ensuring alignment with regional priorities and global standards
• Provide high-level expertise on complex and escalated claims, ensuring appropriate coverage interpretation, resolution strategy, and escalation to Claims Advocacy where required.
• Act as a trusted advisor to key clients, managing complex claims portfolios and maintaining strong client relationships.
• Oversee claims operations governance, ensuring adherence to service standards, regulatory requirements, and internal protocols.
• Lead, mentor, and develop a high-performing claims operations team, building capability, engagement, and succession strength.
• Drive operational KPIs including turnaround time, finalisation rates, client satisfaction (NPS), and process efficiency.
• Drive standardization of claims processes, reporting, and governance frameworks, improving consistency and scalability.
• Lead initiatives such as:
  • Express Claims adoption and expansion
  • Digital tool implementation and onboarding
  • Operational efficiency and centralization (including COE/offshore models)
• Partner with market and function leaders to identify gaps in capability, resourcing, and execution, and implement targeted improvement plans.
• Establish and monitor regional dashboards and performance metrics, providing visibility on KPIs such as turnaround time, claims lifecycle, and client experience.
• Engage with insurers in Singapore and Asia Placement to:
  • Improve claims turnaround and service levels
  • Align on Express thresholds and protocols
  • Resolve systemic issues impacting client outcomes
• Be the key escalation point for cross-border and complex regional claims, ensuring coordinated handling and consistent client experience.
• Influence and support multinational client programs, ensuring alignment between local execution and global claims strategies.
• Build strong partnerships with broking, advocacy, and regional leadership teams to ensure seamless claims delivery.
• Provide strategic insights on claims trends, risks, and operational improvements to senior leadership.
• Represent Singapore and Asia Placement in regional forums, contributing to the Asia-wide claims transformation agenda.

What you need to have:

• Experience in a senior operational role within insurance / broking industry
• Ability to effectively collaborate, negotiate and drive outcomes, working with a range of stakeholders, to ensure delivery of business goals
• Demonstrated progressive leadership experience, stakeholder management experience with credibility and the ability to influence and engage key stakeholders.
• Verifiable capabilities in driving business change initiatives. Demonstrated record of independent leadership and influencing skills with proven success as a change agent.
• Experience leading digital transformation programs
• Results-oriented mindset and willingness to hold others accountable for delivering results and high standards of performance.

What makes you stand out:

• Excellent people management, time management, strategic thinking and problem-solving skills
• Exceptional communication and written skills in English
• Outstanding project management skills
• Data-driven mindset with focus on KPIs, operational efficiency, and client outcomes
• Meticulous and keen attention to details
• Certificate in General Insurance (CGI) or equivalent. ANZIIF or ACII will be an advantage

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 Risk is a business of Marsh (NYSE: MRSH), 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 about Marsh Risk, 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.