Head Of Css Pacific

Description:

Company:

Guy Carpenter

Description:

Head of Client Support Services, Pacific

The Head of Client Support Services, Pacific is responsible for leading a regional client service organisation with presence in the Pacific region to support the company’s clients and operations. The Global Client Support Services organisation is responsible for technical processing of premium and claims, collection and settlement of fiduciary balances, contentious settlement negotiations, and operational relationship management.

We are looking for an experienced and strategic leader, with a mandate to make bold transformative moves to deliver best in class service to Guy Carpenter clients.

Reporting to the Regional Head of CSS, APAC, this role will require close collaboration with the rest of the regional CSS leadership team, as well as working closely with the CEO, Pacific and their local leadership team.

We will count on you to:

• Lead the Pacific Client Support Services organisation with a primary focus on identifying and delivering strategies to enhance client engagement and satisfaction
• Lead and manage a team of locally based direct reports spanning Claims and Technical Accounts for both Treaty and Facultative business in the region
• Promote and drive relationships with Brokers, Clients and Markets to support a proactive culture of collaboration, issue identification and resolution
• Foster an environment of sharing of opinions, ideas, knowledge and solutions, to promote and implement new process improvement ideas that leverage best in class service concepts and utilise technology solutions
• Monitor and drive improvements in cash call settlements payment timeframes, bad debt management, and market payment performance
• Leverage people, process and technology to improve client experience and to provide value-add for clients
• 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
• Drive high performing teams by contributing to, and guiding human capital strategies to meet long term organisational objectives, including developing and implementing workforce planning strategies and recognise the changing needs of the workforce of the future
• Serve as an industry thought leader and contribute to the region’s growth strategy

What you need to have:

• 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 Pacific is required
• Strong leadership skills
• Proven ability to manage and network in a global environment
• Strong gravitas and presence to influence and build collaborative relationships with senior stakeholders
• 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
• Hold yourself and your team to account to drive a high performing team culture
• Excellent problem-solving skills, clear structure and self-organisation
• 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 budget development and strategy

Applications can be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a criminal & bankruptcy check prior to commencement of employment.

Guy Carpenter, a business of Marsh McLennan (NYSE: MMC), is a leading global risk advisory and reinsurance specialist and broker. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit guycarp.com, or follow 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.