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Head of Claims

4 months ago

Swindon, Swindon, United Kingdom Zurich Insurance Company Ltd. Full time

Location: Swindon, hybrid working with an expectation of approx. 2 days a month in the office

Closing date for applications: 16th June 2024

The opportunity:

We have an exciting new opportunity to be part of our Retail Protection business

As our Head of Claims, you will lead the Claims Policy Team and play a key role in driving forward the transformation of our claims proposition which involves a mix of strategic planning, policy creation, risk assessment and stakeholder management and data analytics. Delivery of business objectives will ensure efficient and effective claims handling, risk mitigation, and client satisfaction while protecting the company's interests and profitability.

As a member of the Retail Protection Leadership Team reporting into Louise Colley, Head of Retail Protection, and working closely with the Chief Underwriter we are looking for an inspirational leader who will also personally contribute to the growth of our business by developing new customer journeys and claims approaches. You will also contribute to the digital strategy for claims to drive efficiencies including increased use of automation where appropriate to optimise the customer experience.

You will be responsible for delivery of the quality assurance for the outsourced claims business and internal claims assessor activity. You will also lead the analysis of the data and MI from claims activity working closely with the actuaries in the Finance Capital & Inforce Management Team and alongside the Commercial Optimisation lead.

You will deliver effective engagement with other areas of the business to ensure their insights and contributions are understood and actioned. This will include having a close relationship with the Zurich Group Risk business and Group Chief Claims Officer to ensure collaboration and understanding of broader initiatives. You will also lead effective networks and collaborate with external reinsurers and lead all audit activities.

Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren't available full-time. Please talk to us at interview about the flexibility you may need.

What will you be doing?

Key Responsibilities include:

  • Be an inspiring leader putting developing and mentoring your team at the heart of all you do
  • Lead on claims philosophy development ensuring this aligns with the internal and external reinsurance agreements and follows appropriate legislation
  • Use of a robust quality assurance programme, enhance and evolve the claims handling capability of the claim assessors and evolve processes
  • Deliver continuous improvement within claims processes for heightened efficiency and customer satisfaction
  • Use your analytical skills to analyse and interpret claims results and trends and liaise with the Underwriting teams to consider changes to the underwriting questions or processes.
  • Lead and manage the governance of claims management activity
  • Evolve the techniques and methods for investigation of claims
  • Drive forward change and innovation within claims, thinking creatively and implementing practical solutions to improve the customer and adviser experience without compromising on risk management
  • Monitor operational controls to ensure reinsurance claims processing requirements are met
  • Develop, recommend, and implement clear robust authority frameworks and workloads standard to ensure efficient and effective claims processing in the operation teams.
  • Monitor and ensure effective use of third-party suppliers, including use of Consultant Medical Officers (CMOs) and other claim-related service suppliers, delivering full compliance with internal Supplier Management processes
  • Actively contribute ideas, working as part of the Retail Protection team to develop new or enhanced products, simplifying customer application journeys which are tailored to different customer segments
  • Use NPS and other methods or sources to gain insight from customers, distributors or other stakeholders to recommend improvements to our claims proposition
  • Leverage relationships and influence with reassurers to further develop and enhance the claims proposition
  • Drive forward the ongoing development, production, appropriate communication of and maintenance of robust and effective claims management information (MI)
  • Working closely and collaboratively with other members of the Retail Protection team and other areas within the Zurich business, both within the UK and Globally, to achieve business goals and maximize customer satisfaction

Who are we looking for?

  • A high level of claims authority for all Protection products including Life, Critical Illness and Income Protection benefits
  • Significant awareness of the UK Protection market and landscape, including understanding of the needs of different customer segments
  • You will need to have previous experience of claims management and setting claims policy
  • Previous experience of managing a team would be preferred
  • Strong analytical and decision-making skills coupled with strong commercial acumen
  • You'll need to have strong influencing and negotiating skills whilst promoting collaboration and cooperation across different teams
  • Ability to deliver a wide range and diverse strategic business initiatives, building enduring positive relationships with all internal and external stakeholders
  • Continually demonstrate Innovative thinking through a deep market knowledge
  • Expertise in analysis of claims data to improve profitability and enhance the customer journey

What happens next?

  • First stage competency-based interview
  • People Manager Assessment and Selection psychometric tests
  • Second stage presentation

As an inclusive employer we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You'll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.

Who we are:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we're creating a brighter future for our customers, our people, and our planet. With over 55,000 employees in more than 170 countries, you'll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.

We've made a promise to each other and every employee; to focus on sustainable impact, to care about each other's wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.

If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives, and contributions - then Zurich could be just the place for you. Be part of something great.

Our Culture:

At Zurich, our sense of community is strong and we're particularly passionate about diversity and inclusion, which we've won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic.

We've an environment that places a real importance on our people's wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We're also committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities.

We're passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we've awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us. #LI-hybrid

SMFs

This role is a Senior Management Function (SMF) role under the Senior Managers and Certification Regime (SM&CR), which is subject to regulatory approval. The successful candidate will be offered the position subject to the successful completion of Regulatory Reference requirements'.

Certified Persons

''This role is a Certification Regime role that is subject to Fitness & Propriety standards under the Senior Managers and Certification Regime (SM&CR). The successful candidate will be offered the position subject to the successful completion of Regulatory Reference requirements'.