Head of Claims Operations

Role Purpose:

The Head of Claims Operations is responsible for operational leadership, service excellence, and admin support across the Claims process. The role focuses on:

• Leading / defining the Operational Strategy to improve efficiency/effectiveness - delivering a better customer experience and business outcomes through people, process, and technology. Own the end-to-end customer journey for Claims and be a key conduit for defining requirements and provoking change / digitization.
• Drive Service Excellence to ensure we operate in a cost-effective and resilient manner.
• Build team capability in each market.

Key Responsibilities:

1. Operational Strategy (~30% focus)

• Develop and own the operational strategy for Claims – improving efficiency / effectiveness and bringing better customer experience and business outcomes via people / process / technology.
• Own the end-to-end process design / customer journey and be a key conduit for defining requirements and provoking change / digitization. Develop the target state / “North Star” model and provide the challenge (and ultimately requirements) around how we get there. Examples include driving eClaim submission, straight-through-processing, claims assessment tools, and effective and timely communication to customers and salespeople.
• Help review change requests (as needed) to ensure clear cost benefit understanding is provided and join/lead governance forums as needed. Create / champion platform changes needed to deliver the desired outcome across the claims process.
• Identify and challenge variations around set-up and ways of working to aid improvement.

2. Service Excellence (~50% focus)

• Oversee claims processes across all channels and product / market segments.
• Own the delivery of high-quality day-to-day service (aligned to customer & salesforce expectations) and the maturing of operational standards, insights, and quality assurance.
• Own the delivery of regular reporting against KPIs/SLAs in order to drive understanding, awareness, escalations, and actions. KPIs include: eSubmission rate, STP rate, TAT to closure, Claim Assessor productivity, Accuracy / error rates.
• Drive service excellence within country operations teams who provide perform claims processes.
• Support audit point resolution and remediation as required.
• Work closely with the Chief Claims Officer to identify, agree, implement actions.

3. Build Capabilities (~20% focus)

• Share operational best practice across the region in terms of operating models, process automation, process re-engineering, digitization, and offshoring.
• Ensure the foundations of roles & responsibilities plus appropriate measures exist to prompt the desired outcomes / thinking / ways of working.
• Provide convenient and value add insights around service and quality metrics and follow up to resolve issues. Produce regular reporting to stakeholders of achievements versus targets. Diagnose underperformance and implement remediation plans.
• Provide ad-hoc business analysis and project management to support change.

Plus, other duties, projects or functions assigned by the COO and relevant senior stakeholders.

As a leader of people, ensure individual team members are coached / developed and that they are equipped with the right skills and resources. Establish an environment that promotes Chubb Values, and builds high levels of motivation, morale and integrity.

Experience Required:

Essential:

• Experience in leading consumer operations teams and process improvement within retail orientated Financial Services (ideally insurance) and can demonstrate the delivery of tangible business benefits / savings.
• Strong Emotional Intelligence (EQ) and ability to network across stakeholders to get things done.
• Experience of working with and engaging others to help bring greater consistency of working.
• Excellent stakeholder management skills and experience of managing within a multi-country matrix environment. Flexible, influential style.
• Personal drive to achieve significant change in relatively short periods of time
• Professional demeanour - executive presence; ability to independently interact with leaders.
• Very Proficient in the use of MS Excel and PowerPoint.
• Process orientated, an organiser with strong planning ability and attention to detail.

Desirable:

• Minimum 10 years’ experience, inc. 5+ years leading operations and/or process improvement
• Knowledge / experience of the insurance lifecycle
• Strong presentation & story telling skills
• Has experience of working at a strategic level and the ability to articulate the strategy process
• An understanding / appreciation of operating model design and best practice
• Experience working with and expanding shared service centre operations (in country & offshore)
• Demonstrate flexible and innovative ways of working, with creative / out-of-the-box thinking
• Strategic thinker, proactive and solutions oriented

A successful candidate must be able to demonstrate:

• Excellent communication skills – written and verbal to internal and external stakeholders.
• Ability to decompose complex issues, find solutions and summarise.
• Passionate about business process, continuous improvement and efficiency.
• Willing to roll her/his sleeves up to get things done.
• Influence, coach, manage stakeholders to get things done and effect change quickly.
• Customer centric attitude and focus.
• Resilience - ability to adapt to/cope with change.
• Ability to multi-task in a fast-paced environment.
• Leadership – driving team members to be accountable and responsible for actions.
• Pro-active interested involvement with department objectives and service levels.
• Excellent organisational skills.
• Effective teamwork within a diverse work environment.
• Ability to manage team workload, morale, staffing issues where appropriate.
• Strong work ethic.

Qualifications:

• Tertiary qualifications
• Lean / Six-Sigma certification a plus, but experience more important.
• Project Management certifications desirable.