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Operations Leader - EH&B Job

Posted: 03-04-2020
Place: Dubai
Position Summary:

Responsible for running operations and technology at a business segment level. Expected to support management in developing strategic plans, manage change to insure implementation of agreed strategy and strategic/tactical technology solutions. Insure consistent application of professional standards and defined operating process. Simplify, standardize, and de- risk client service cycle business processes within corporate and legal framework. Also responsible to assist in the implementation and the running of Operations in a fashion the increases sales capacity &operational efficiency.

Main Duties and Responsibilities:

Leading the Employee Health & Benefit Operations (EH&B) Team in Marsh Emirate Insurance Brokers LLC (MEIB) in Dubai & Abu Dhabi Offices and taking overall responsibility for the quality and service of the business.

Oversee the department of Policy Administration, On- boarding, Claims for EH&B Business for MEIB

Responsible for delivery of operational excellence in line with service, quality and cost targets.

Ensure team is operating as per company’s policies, processes and procedures.

Ensure appropriate training of all staff on the relevant systems, procedures, and policies.

Liaise with other linked functions to facilitate the achievement of service excellence.

Develop strong working relationships with client facing and market facing managers to ensure high level performance and fast, effective issue resolution.

Nurture and maintain a culture of continuous process improvement.

Maintain collaborative and professional relationships with associates across the business.

Work with Regional Operations Leader and the department to amend processes and technology to improve efficiency and deliver customer excellence.

Ensuring meeting the relevant regulatory and technical standards.

Ensure complete and accurate system data in order to enable business analysis and reporting

Proactively manage the team’s metrics and KPIs and monitor performance of the team.

Motivate and develop the skills, competencies and knowledge of Operations team members.

Establish an environment that promotes respect for the individual employee.

Manage the performance of your team ensuring staff have clear pre- set objectives and get regular feedback on their performance.

Provide leadership, direction, advice and guidance to the team. Ensuring high performance and improved client service.


Minimum of 3- 5 years operations and tactic technology experience serving the Financial Services industry

Insurance/Broker/Banking background preferred

Lean/Operational Management experience preferred

Process Improvement/Optimization/Implementation experience preferred

Experience in Technology Implementation (global regional systems, RPA,) is a plus


Preferably educated at degree level and/or several years of experience in managing Operations or Finance or Claims teams

Experience in Operations, Technology, Banking and/or Client Servicing.

Experience in the (re)insurance broking sector.

Ability of working in a high pressure and results oriented environment, with capacity to deal with and drive change.

Driving Operational excellence.

Strong communication skills and ability to manage stakeholders; understanding of working in partnership with other departments of the firm e.g. Sales, HR, Finance, Compliance, Legal.

Attention to detail with high quality standards.

Problem solving capabilities and creative thinking skills.

Ability to work in an environment where processes are evolving and changing to meet the needs of the business.

Ability to successfully implement new processes and initiatives to drive operational excellence.

Computer literacy and competency in Microsoft Outlook, Word, Excel and Power Point


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