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Responsibilities
- Manage key claims handling, coverage determination, and quantum analysis
- Provide primary technical referral point and manage performance
- Ensure Complex ‘Best Practice’ is maintained within the team
- Drive performance through required criteria
- Deliver technical training to colleagues and external contacts
- Guarantee agreed SLAs are met or exceeded
- Resolve Complex level claims effectively
- Ensure accurate reserving and financial control of claims
- Mitigate indemnity and expense spend for Complex claims
- Performance manage the team for best practice compliance
- Assist in continuous improvement through Quality Assurance processes
- Conduct case file reviews per established policies
- Oversee personal development and succession planning within the team
- Manage compliance with governance standards and regulatory requirements
- Support proactive and effective communication to stakeholders and claimants
- Ensure accurate and consistent policy interpretation
Requirements
- Strong customer service focus
- People and team management experience
- Ability to positively influence in a multi-cultural environment
- Highly effective communicator in English; other languages desired
- Ability to deliver strategic directives and market claims expertise
- Broad range of leadership competencies
- Identify and address team performance issues
- Specialist knowledge in technical claims topics
- Policy language skills for accurate policy interpretation
- Strong knowledge of legal/regulatory and procedural requirements
- Experience in conducting technical claims audits
Benefits
- Flexibility in work arrangements
- Diversity and inclusion learning and activities
- Employee Resource Groups (ERGs)
- Volunteer Time Off and Matching Grants Programs
