Chief Operating Officer Taiwan

Summary

Insurance operations is responsible for the day-to-day delivery of the company's insurance solutions. They provide administrative and technical support to client-facing brokers and provide support to clients by responding to insurance transaction queries. An Insurance Operations Leader leads and inspires a multi-team department to execute its strategy and achieve its operational goals.

What can you expect:

The Country Chief Operating Officer (COO) for Taiwan plays a pivotal role in driving the operational excellence and sustainable growth of the business within a complex and dynamic market environment. This leadership position is responsible for overseeing all aspects of operations, ensuring alignment with the company's strategic objectives while navigating Taiwan's distinctive business landscape characterized by advanced technology sectors, evolving regulatory frameworks, and rich cultural traditions.

We will count on you to:

• Partner with the Asia COOs to build a world-class, centralized Business & Client Services organization for Taiwan, analyzing current operating model, advising and selling the future structure to stakeholders.
• Strategic partner to the Country CEO and executive leadership team, tasked with translating corporate strategy into actionable operational plans that deliver measurable financial impact.
• The COO oversees end-to-end operational functions including process optimization, risk and compliance management, technology integration, and resource allocation in a region or function with revenue of $101 million. This includes managing complex supply chains, ensuring regulatory compliance with Taiwan's transparent and improving legal environment and fostering strong relationships with government bodies, clients, and partners. The role also involves leading organizational transformation initiatives, digital innovation, and continuous improvement programs to enhance service delivery and operational resilience.
• Develop and operationalize Taiwan's business strategy and driving a best-in-class Business & Client Services organization, enabling the delivery of products and services to external clients. Build a long-term operating vision for Business & Client Services, including the development and management of targeted centres of excellence for operational effectiveness.
• The role will be responsible to operationalize organizational objectives through the creation of management routines, reporting, and root cause analysis to identify opportunities and drive solutions critical to achieving Marsh and Mercer business goals (e.g. revenue growth, client satisfaction and retention).
• Proactively monitor and assess industry, competitor, macro-economic and regulatory trends to ensure operational capabilities optimally position the business to compete and respond to change. Leverage a wide external network to stay current in the industry and anticipate and respond to changing market needs.
  
  

Impact - Deliver efficiency to enable success:

• Lead the development and execution of Taiwan's operational strategy to achieve financial targets including revenue growth, profitability, and cost efficiency.
• Create a client focused environment focused on operational excellence and accountability by developing and driving forward the strategic and operational agenda and drives portfolio rationalization to address business priorities.
• Develop and implement operations-related initiatives to increase client delivery capabilities and maximize performance, revenue, profit and market share, and deliver products and services to the external clients.
• Design and implement capability models to provide optimal operations within core brokerage distribution, placement, and post-placement and portfolio businesses as well as related functions and client segments.
• Establish and monitor operating level expectations through established service levels agreements (SLA's) service, cost, quality and other key performance indicators and communicate to key stakeholders and report results.
• Ensure successful strategic initiative delivery including M&A and transformation and full value capture to optimize risk adjusted return on the project portfolio.
• Leverage proven operational design principles to define the operations strategy, optimize location footprint, and manage annual budget to support strategic intent and financial goals of the business.
• Develop and maintain business relationships to ensure full and consistent alignment with divisional, enterprise and Marsh, Mercer strategy and standards.
• Identify opportunities to increase efficiency and improve quality, quantify impact, prioritize initiatives, and develop execution plans.
• Proactively monitor and assess industry, competitor, macro-economic, and regulatory trends to ensure operational capabilities optimally position the Firm to compete and respond to change.
• Oversee acquisition, installation, and maintenance of the full information technology application portfolio.
• Evaluate discretionary IT spend requests, recommend disposition approve, reject, defer and make the case for funding approval by divisional or global governance.
• Ensure a responsive IT control environment including management and resolution of internal audit findings is maintained and adequate disaster recovery and business continuity plans are in place.
  
  

Leadership The Organization Optimization, People Management & Communication:

• Provide strong, visible leadership to inspire and align cross-functional teams towards common goals within Taiwan's unique business culture.
• Partner on all aspects of the organization's operations and technology to drive expense and inefficiency out of the business and assist leadership in identifying and maximizing opportunities in areas that may warrant reorganization or other change.
• Employ leading operational efficiency best practices and tools.
• Define optimal organizational structure and recruit, develop, manage, and motivate a high performing team results driven, accountable and collaborative.
• Ensure optimal resource allocation demand and skill matching and expense management aligned with strategic intent.
• Communicate and explain the operations and technology strategy and provide periodic performance updates to divisional leadership and other key stakeholders.
• Establish a culture of high performance and collaboration within the Asia O&T organization, focusing teams on operational excellence and efficiency.
• Attract, retain and develop best-in-class operations & technology talent. Remain proactively focused on leadership succession within the team.
  
  

Culture Thrive in a vibrant and inclusive culture and best colleague experience:

• Champion a culture of operational excellence, accountability, and client focus, aligned with Taiwan's Confucian values emphasizing respect, diligence, and humility.
• Promote collaboration, innovation, and continuous improvement across all levels of the organization, while respecting indirect communication styles to maintain harmony.
• Foster an inclusive and diverse workplace where all employees feel valued and empowered.
• Encourage transparent communication and ethical behaviour in line with MMC values and local cultural expectations.
• Lead by example to embed a high-performance mindset and positive work environment.
  
  

Career Future Oriented Workforce:

• Create and support clear career development frameworks and growth opportunities for BCS teams in Taiwan, recognizing the highly educated and skilled workforce in local.
• Facilitate learning and development programs to enhance skills and leadership capabilities, supporting Taiwan's strong emphasis on education and talent development.
• Identify and nurture high-potential talent, providing coaching and mentoring to accelerate hi-po talents career progression.
• Encourage cross-functional exposure and challenging assignments to broaden experience.
• Lead colleague engagement and build a strong employer brand in Taiwan's competitive labour market.
  
  

Rewards Rewards for Excellent:

• Build culture of high performance, performance management to empower excellence.
• Reward decisions are made with a commitment to fairness, transparency, and alignment with Marsh, Mercer values, ensuring high performers are consistently recognized and motivated to sustain excellence.
  
  

What you need to have:

• Minimum 15 years operation management experience, ideally serving the insurance industry.
• Demonstrated results in leading organizational transformation projects. Exemplary thought leadership skills, able to build and lead large scale strategic initiatives.
• Experience leading M&A post-acquisition integration for transactions between $10-250M.
• Proven capability of leveraging technology in operational arenas.
• Demonstrated people and thought leadership, managerial and interpersonal skills.
• Proficiency in driving and supporting major growth initiatives.
• Experience with project management methodologies and process optimization techniques.
• Prior exposure to working with third party service providers contracting, delivery, and ongoing support.
• Ability to build and manage strong relationships with internal stakeholders throughout all levels of the organization.
• Excellent verbal and written communication skills. Able to present information to senior level audiences in simple, logical business terms.
• Ability to navigate and manage in a matrixed and ambiguous environment.
• Deep understanding of operational excellence with the ability to coach senior level staff to implement strategies and manage change.
• Lean Six-Sigma Black Belt or above certification preferred.
  
  

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create innovative solutions and have an impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
  
  

Marsh, a business of Marsh McLennan (NYSE: MMC), is the world's top insurance broker and risk advisor. 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 marsh.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.

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