Benefits Operations Leader

Company:

Marsh

Description:

Role Overview

We are seeking an experienced and driven leader to establish, lead, and scale our Mid-Market Benefits (MMB) Operations function in Thailand. As the MMB Operations Leader, you will be accountable for the end-to-end operational performance of two core teams — MMB Claims and Member Management — while providing oversight support to the MMB Business team across billing, accrual, premium collection, and document delivery.

This strategic role demands a high level of operational excellence, financial acumen, and the ability to lead a multi-functional team, drive continuous improvement, and serve as a key member of the segment leadership community.

Key Responsibilities

1.  Leadership & Team Management

• Directly lead and manage two operational teams: MMB Claims and Member Management, ensuring high-quality service delivery, productivity, and SLA compliance.
• Provide "Manager Once Removed" (MOR) oversight for onshore operations staff, offering guidance, coaching, and performance direction to direct team leaders.
• Lead regular performance reviews, team meetings, and one-on-one sessions to ensure KPIs and SLAs are consistently met or exceeded.
• Drive a high-performance culture rooted in ownership, accountability, and continuous improvement.
• Support people initiatives, workforce planning, recruitment activity, and succession planning in collaboration with the segment leadership team.
• Monitor workflow and productivity using data-driven reporting to track team and individual performance.

2.  MMB Claims Team Oversight

• Oversee end-to-end health claims processing operations — adjudication, reimbursement, and dispute resolution — ensuring accuracy, speed, and compliance.
• Monitor claims quality metrics including error rates, turnaround times, and resolution rates.
• Collaborate with insurers, TPA partners, and internal stakeholders to resolve complex or escalated claims.
• Ensure claims operating procedures are documented, up to date, and consistently applied.
• Identify process bottlenecks and drive automation or workflow improvements in claims handling.

3.  Member Management Team Oversight

• Oversee all member enrollment, termination, data maintenance, and benefits administration activities.
• Ensure member records are accurate, timely, and compliant with insurer and regulatory requirements.
• Lead quality control and audit processes for member data integrity across all client accounts.
• Partner with client-facing teams to resolve member queries and administration escalations promptly.
• Support onboarding and renewal cycles, ensuring smooth transitions and minimal service disruption.

4.  Business Support: Billing, Accrual, Premium Collection & Document Delivery

• Coordinate with Billing and Collection team. Provide operational oversight and support to the MMB Business team on monitoring and manage billing issuance, accrual and timely premium collection.
• Oversee document delivery operations — including policy slips, certificates of coverage, renewal documents, and client communications — ensuring accuracy and timeliness.
• Liaise with Finance and Business teams to resolve billing disputes, reconciliation issues, and outstanding premium collections.
• Maintain operational controls and audit trails for all financial and document delivery workflows.

5.  Client & Stakeholder Management

• Partner closely with the MMB Business team, segment leaders, and client teams to ensure operational alignment and excellent client experience.
• Lead stakeholder engagement sessions and act as the primary operational point of escalation for complex client issues.
• Ensure all internal and external communications are high-quality, accurate, and aligned with business standards and SLAs.
• Manage and resolve escalated issues, complaints, and queries through systematic and documented resolution processes.

6.  Financial & Business Performance Support

• Support the Business Leaders and Finance in financial reporting, and key performance indicators to drive effective management decisions.
• Assist in reviewing and improving client profitability, revenue tracking, and cost management across the segment.
• Work with the Business team to ensure sales and revenue targets are in place and regularly reported against.

 7.  Process, Compliance & Risk Management

• Lead risk actions and activities, ensuring all processes and compliance requirements are followed by the operations team.
• Liaise with the Compliance team to identify emerging risks and implement effective operational controls.
• Oversee and produce complex and confidential documentation including quotations, invoices, policy slips, and pre-renewal materials.
• Communicate local regulatory requirements clearly and translate them into operational and technical requirement documents.
• Facilitate effective communication across business functions to resolve issues quickly and maintain workflow efficiency.

 8.  Continuous Improvement & Strategic Projects

• Implement a metrics-driven management approach, promoting continuous improvement and innovation in service delivery.
• Lead or contribute to new operational implementations, system enhancements, and change initiatives.
• Manage transitions of end-to-end brokerage tasks between onshore teams and service centres, minimising disruption and maximising efficiency.
• Understand technical solutions, identify and report system defects, and partner with technology teams to enhance operational platforms.
• Support Smart Benefits and SaaS-based Health & Benefits solution administration where applicable.

Essential Requirements

• Minimum 7–10 years of experience in Health & Benefits or insurance operations, with at least 3 years in a senior leadership or managerial role.
• Bachelor's degree in Business Administration, Finance, Economics, Healthcare Management, or a related field; advanced degree is a plus.
• Demonstrated experience leading and managing multiple operational teams simultaneously, including Claims and/or Member Management functions.
• Deep understanding of health claims processing — adjudication workflows, dispute resolution, TPA/insurer relationship management, and claims quality controls.
• Hands-on experience in member management operations — enrollment, data maintenance, benefits administration, and client servicing.
• Direct involvement in billing oversight, accrual management, premium collection processes, and document delivery operations within an insurance or brokerage context.
• Strong financial acumen: ability to interpret business data, manage budgets, and support financial reporting and performance tracking.
• Proven track record of driving operational excellence, process improvement, and change management initiatives.
• Sound understanding of Thai health insurance regulations, compliance frameworks, and local market practices.
• Excellent communication and stakeholder management skills — able to influence, engage, and collaborate across all levels of the organisation.
• Fluent in English (both written and spoken); Thai language proficiency preferred.

Preferred / Advantageous

• Experience setting up or managing in-house service centres or shared service operations.
• Familiarity with Benefits Management Solutions, flexible benefits platforms, or SaaS-based Health & Benefits administration tools.
• Background in a consulting, brokerage, or professional services environment.
• Experience with data-driven performance management tools and operational dashboards.
• Exposure to cross-border or multi-country operations within a regional MMB structure.
• Project management capabilities — ability to lead multi-workstream implementations from scoping through go-live.
• Understanding of reinsurance, policy documentation lifecycle, and renewal management.

WHAT MAKES YOU STAND OUT

• You bring senior operational leadership experience in a consulting or insurance brokerage environment and can navigate complex multi-stakeholder environments with ease.
• You are equally comfortable diving into operational detail (claims queues, billing reconciliations) and engaging at the strategic leadership table.
• You demonstrate a commercial, service, and growth mindset — always connecting operational delivery to business outcomes and client value.
• You are a collaborative team builder who fosters accountability, supports talent development, and inspires teams to deliver beyond targets.
• You embrace challenges, welcome change, and can translate ambiguity into clear operational direction.

WHAT WE OFFER

• The opportunity to be a founding leader of the MMB Operations team in Thailand — shaping the function from the ground up.
• A key seat at the segment leadership table, contributing to both strategic direction and day-to-day operational performance.
• A collaborative, high-performing team environment with enthusiastic and driven colleagues.
• Performance-related bonus scheme.
• Comprehensive flexible benefits programme including private health insurance, employee assistance programme, career mobility, employee network groups, volunteer opportunities, and more., volunteer opportunities, and more.

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.