Head of Claims

2 days ago

Swindon, United Kingdom Zurich Insurance Full time

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

**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
- 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 wi

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