Insurance Operations Manager

Role Purpose

Lead the combined Placement and Policy Servicing value stream in the Philippines, delivering accurate, timely, compliant, and client-focused operational support across the insurance lifecycle. The role is accountable for day-to-day team leadership, service performance, quality, controls, stakeholder coordination, and continuous improvement, while contributing to consistent delivery across Asia and any connected Centers of Excellence or shared-service teams.

Key Responsibilities

Leadership & Performance Management

• Set the team strategy, operating cadence, service standards, and priorities for placement and policy servicing activities.
• Lead, coach, and develop team members through performance management, regular feedback, talent development, succession planning, and support for hiring and onboarding.
• Own workload planning, capacity, coverage, prioritization, and escalation handling to meet business deadlines and agreed service levels.
• Build a collaborative, inclusive, and accountable team culture focused on client service, operational discipline, and continuous learning.

Placement Operations Delivery

• Oversee placement support activities, including coordination, market follow-ups, tracking, documentation management, status reporting, and handoffs to support placement timelines.
• Act as the primary escalation point for complex or urgent cases, market coordination issues, documentation gaps, and high-impact client matters.
• Ensure P&C, Specialty, wholesale, and reinsurance-related operational requirements are understood and embedded in workflows, controls, and documentation practices.

Policy Servicing Delivery

• Lead end-to-end policy administration support, including issuance, endorsements, renewals, cancellations, certificates, billing support, documentation, and related servicing activities.
• Ensure policy records, transactions, and supporting documentation are accurate, complete, timely, and aligned with agreed procedures and client requirements.
• Partner with brokers, insurers, clients, Client Management, Finance, Compliance, and other internal teams to resolve servicing issues and maintain smooth policy lifecycle delivery.

Controls, Governance & Risk

• Ensure adherence to internal policies, operational controls, governance requirements, and applicable Philippine and regional regulatory obligations.
• Maintain current SOPs, control checklists, quality standards, and audit-ready documentation; support audits and reviews and drive closure of findings.
• Identify operational risks, recurring defects, and control gaps, implementing sustainable preventive actions rather than one-time corrective fixes.

Stakeholder Partnership & Service Management

• Align with local and Asia BCS leadership, Broking/Placement, Client Management, Finance, Compliance, Technology, insurers, and other stakeholders on service expectations and priorities.
• Provide transparent reporting on SLA achievement, backlog, turnaround time, productivity, quality, root causes, escalations, and remediation plans.
• Establish clear requirements for inputs, timelines, handoffs, escalation routes, and what good service delivery looks like.

Continuous Improvement & Systems Enablement

• Lead process improvement, standardization, automation, and workflow optimization initiatives with measurable outcomes.
• Champion effective use of operational systems, including data quality, process adoption, training, user acceptance testing, and change readiness.
• Use performance data and root-cause analysis to reduce errors, rework, delays, and unnecessary escalations across placement and servicing activities.

Success Measures

• SLA and turnaround-time achievement, healthy backlog, and reliable delivery against placement and policy servicing milestones.
• Quality outcomes, including documentation accuracy, transaction accuracy, reduced error and rework rates, and improved first-time-right performance.
• Risk and control outcomes, including control compliance, audit-readiness, closure of findings, and improvement in incident trends.
• Stakeholder and client satisfaction, effective handoffs, timely escalation resolution, and fewer repeat issues.
• People outcomes, including team engagement, capability development, productivity, succession readiness, and effective capacity management.
• Quantified process improvements through standardization, automation, data discipline, or improved system adoption.

Required Experience & Qualifications

• Significant experience in insurance operations, broking operations, placement support, policy servicing, or policy administration.
• Demonstrated people leadership experience, including performance management, coaching, capacity planning, and delivery oversight.
• Solid understanding of the insurance policy lifecycle and placement processes, including P&C and Specialty products; reinsurance or wholesale experience is an advantage.
• Working knowledge of operational controls, governance, documentation standards, and regulatory requirements relevant to the Philippines and regional delivery models.
• Proven ability to manage competing priorities, meet deadlines, and resolve complex issues in a fast-paced, service-focused environment.
• Experience driving process improvement, system adoption, data quality, automation, or change initiatives.
• Bachelor’s degree or equivalent professional experience in insurance, business, operations, or a related discipline.

Key Competencies

• Execution and delivery leadership
• People leadership and coaching
• Stakeholder management and structured communication
• Escalation handling and sound judgment
• Data-driven problem solving and root-cause analysis
• Risk mindset and control discipline
• Change leadership and continuous improvement
• Attention to detail with a strong client-service orientation

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.