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Head of Client Support Services, Hong Kong
3 months ago
Guy Carpenter has an exciting opportunity available and is seeking suitably qualified candidates for this senior leadership role which will be based in their Hong Kong office.
Head of Client Support Services, Hong Kong
SummaryThe Head of Client Support Services, Hong Kong is responsible for leading a regional client service organization with presence in Hong Kong to support the company's clients and operations through mainland China, Hong Kong and Taiwan. The Global Client Support Services organization is responsible for technical processing of premium and claims, collection and settlement of fiduciary balances, contentious settlement negotiations and consultative reinsurance services on behalf of our clients.
Reporting to the Regional Head of CSS, APAC, this role will require close collaboration with the rest of the regional CSS leadership team in order to deliver best in class service to Guy Carpenter clients and deliver against our regional and global strategic objectives.
POSITION SCOPEWe will count on you to:
- Drive regional strategy and lead service operations for the organization.
- Leverage people, process and technology to improve client experience and to provide value-add for clients.
- Lead the Hong Kong service organization with primary focus on client engagement and satisfaction.
- Lead and drive operational efficiencies. Counsel on processes to handle operational issues and maintain robust operational management discipline using metrics and ensure colleagues operate within published procedures and professional standards in order to achieve SLAs.
- Lead and manage team of 25 indirect reports and ensure alignment of strategy to lead the sharing of opinions, ideas, knowledge and solutions, in order to promote new process improvement ideas that leverage technology solutions to improve provision of service.
- Drive high performing teams by contributing to and guiding human capital strategies to meet long term organizational objectives, including developing and implementing workforce planning strategies and recognize the changing needs of the workforce of the future.
- Promote and drive relationships with Brokers, Clients and Markets to lead the business externally for all aspects of reinsurance service processing and to understand and resolve problems for external stakeholders.
- Serve as an industry thought leader and contribute to the region's growth strategy.
What you need to have:
- Minimum 12 years' experience in reinsurance (operations) covering Treaty and Facultative (Technical Accounts, Claims and Reinsurance Contracts) from a sizeable organisation.
- Strong knowledge of market practices within technical domain areas.
- On-the-ground experience working in Greater China is preferred.
- Strong leadership skills. A minimum eight years managerial and leadership experience.
- Proven ability to manage and network in a global environment. Strong gravitas and presence to influence and build collaborative relationships with senior stakeholders.
- Ability to operate regionally with knowledge and appreciation for local country nuances.
- Bachelor's degree is required with a post graduate degree desirable.
- Strong communication in English. Cantonese/ Mandarin or another Asian language preferred.
- Proficient MS office skills (Word, Excel and PowerPoint). Able to leverage a range of digital tools and technology to its maximum potential.
What makes you a stand-out?
- Demonstrated ability to drive innovation, proactive change agent and lead strategically.
- Excellent problem-solving skills, clear structure and self-organization.
- Sense of urgency and visible passion for customer advocacy.
- Exceptional communication skills; encourages two-way communication and has an open communication style.
- Strong analytical and data driven mindset that translates into business results.
- Commercial acumen including financial planning and strategy, budget development and forecasting.
GUY CARPENTER
Guy Carpenter & Company, LLC is a leading global risk and reinsurance specialist with more than 3,500 professionals in over 60 offices around the world. Guy Carpenter delivers a powerful combination of broking expertise, trusted strategic advisory services and industry-leading analytics to help clients adapt to emerging opportunities and achieve profitable growth. Guy Carpenter is a business of Marsh McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people. The company's 85,000 colleagues advise clients in over 130 countries. With annualized revenue of over $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading companies including Marsh, Mercer and Oliver Wyman. For more information, visit and follow us on LinkedIn and X.
Marsh McLennan 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 McLennan 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 McLennan 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.
