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Operations Specialist

Location: Taguig, Philippines

Company: Marsh

Job ID R_051453-en

Who we are:Marsh is the world leader in delivering risk and insurance services and solutions to clients. It provides global risk management, risk consulting, insurance broking, alternative risk financing, and insurance program management services.  Marsh is one of the four portfolios of Marsh & McLennan Companies (NYSE: MMC).We are now seeking bright and ambitious Professionals to join our Organization as Operations Specialist  to help us to further grow and develop comprehensive reinsurance solutions for our clients in Asia.The role will provide support to Client Facing Brokers in all aspects of administration and technical support (In addition to specialist I tasks, includes processing of Certificate/Auto ID’s for complex accounts, mentoring new hires, supporting process improvement projects and as needed support additional teams if volume demand exist which requires additional expertise and knowledge of multiple practices, clients and policies) through the accurate, efficient and timely production of all policy and related documentation, including sending closing documentation to appropriate parties. Role will additionally demonstrate increased technical proficiency, and provide peer level mentoring to other Operations Specialists.Responsibilities:1. Administration and Documentation

  • Ensure timely and accurate production/processing of:
    • invoices and related policy documentation
    • quotation and placing slips
    • premium and adjustment calculations
    • claims histories
    • up to date computer system records
    • current and outstanding documentation follow ups
    • all other documentation (e.g.: tax filing and third party forms)
  • Production/processing of complex and confidential documentation when required including:
    • invoices and related policy documentation
    • quotation and placing slips
    • premium and adjustment calculations
    • information and documentation for Pre-Renewal and Broking meetings
    • up to date computer system records
    • current and outstanding documentation follow ups
    • all other documentation (e.g.: tax filings and third party forms)

2. Report Preparation

  • Ensure timely and accurate production/processing of:
    • draft policy wordings and endorsements for Senior Account Executive / Principal
    • draft renewal reports and insurance manuals
    • questionnaires to asses coverage needs
    • up to date computer system records
    • current and outstanding documentation follow ups
    • all other documentation (e.g.: tax filings and third party forms)

3. Technical Support/Coaching

  • Provide coaching and support to Operations team Executives on all documentation and report preparation
  • Act as a mentor to Operations Services Executives to ensure they have working knowledge of systems and processes within the Service team
  • Provide assistance to Operations Team Leaders by acting as a point of escalation as required
  • Identify opportunities for improvement within operational processes and work with colleagues and Operations Services Team Leaders to deliver improvements
  • Provide Subject Matter Expertise (SME) support to business stakeholders and participate in group and business unit lead initiatives.

4. Workflow Administration

  • Contribute to the achievement of Operations team Service Level Agreements (SLA) , Key Performance Indicators (KPI) and business objectives
  • Manage and prioritize own workload to meet individual SLA, KPI and Quality targets.
  • Processing of complex transactions and resolution of escalated matters within SLA
  • Perform step up Team Leader duties on an ad-hoc basis to support Operations team.

5. Customer Awareness

  • Maintain a basic understanding of the core aspects of relevant Insurance and related legislation
  • Support Senior Account Executives/Principals with the development, implementation and management of risk management and insurance programs, which accurately address customer needs
  • Build and maintain strong working relationships with internal and external stakeholders.
  • General servicing skills and etiquette
  • Maintain an awareness of the customer’s business and insurance needs, noting all briefing information provided by Senior Servicing and Broking Manager

7. Personal Development

  • Continue to develop skills and knowledge by seeking out opportunities for growth
  • Maintain an adaptable and flexible approach to the work environment
  • Build, maintain and demonstrate a comprehensive knowledge and understanding of Marsh business and Insurance practices
  • Take ownership of personal development and behaviors, proactively improving knowledge and skills
  • Align personal behaviors to Marsh IGNITE Principles
  • Share best practice and knowledge across Marsh Operations teams and stakeholders
  • Build product and industry knowledge
  • Build increased technical knowledge (industry, product lines, account size, etc.)

6. Compliance

  • Adhere strictly to the Company's Quality practices and other systems and procedures
  • Comply fully with the Company's Errors and Omissions avoidance policy
  • Comply with company policy for continuous professional development
  • Possess a thorough working knowledge of all aspects of the Insurance (Agents & Brokers) Act, Insurance Contracts Act, Fire Services Levy, Stamp Duties, Worker's Compensation and other relevant legislation


  • College/university degree with course of Office Management/ Business-related
  • 1-2 years General Insurance policy administration (renewals, etc) experience
  • Ability to interface with colleagues at all levels within the organization
  • Clear and concise oral and written communication skills
  • Strong numerical skills
  • Excellent organization skills – able to prioritize work and meet deadlines
  • Excellent interpersonal skills – able to work within a team
  • Proficient in Microsoft Office tools (or equivalent) – Outlook, Word and Excel
  • Insurance market, clients and claims management skills related to area of expertise is a plus
  • Proven experience of effective resource and cost management
  • Strong leadership qualities
  • Strong networking skills
  • Strong problem solving capabilities
  • Ability to handle complex and difficult negotiations and influence stakeholders
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