Group Head of Claims, Service

6 months ago

London, United Kingdom Munich Re Specialty Group Full time

Group Head of Claims, Service & Relationships

At Munich Re Specialty Group (MRSG), individuality and intellectual curiosity is a key driver for our success and innovation. We believe that leveraging a variety of perspectives and backgrounds, and empowering all employees to make an impact, will motivate us to perform at our best and give us a competitive edge. We know there is always more work to be done, but we’re committed to building a strong and inclusive culture where everyone is welcomed and valued for their “own expression of self-identity”.

About us

MRSG is part of the Munich RE group. We are known for our dedication to excellence and quality of service provision across both primary and reinsurance.

As well as operating in the Lloyd’s of London market, we conduct our business via a global network of service companies, with offices located in the UK, Ireland, the United States, Asia, including Singapore, Labuan and Dubai.

Our group of companies provide solutions covering Casualty, Marine & Cargo, Aerospace, Cyber, Political Violence, Trade Credit and Property, Contingency and Yacht. Our purpose is to inspire our clients and people with the confidence and freedom to explore, create and build - to enable people and businesses to thrive.

**Company**
Munich Re Specialty Group
**Location**
London, United Kingdom

Group Head of Claims, Service & Relationships

We are looking to employ a Group Head of Claims, Service & Relationships to be based in London and to work with us on a Full Time basis.

The Role
- Own the GSI4 Claims Customer relationship, including assisting in the responses to customer complaints and ensuring process improvements are implemented to mitigate the risk of future complaints.
- Responsible for ensuring service levels are maintained to a high level for the Life Cycle of the claim and service delivery, objectives and performance KPIs meet expectations
- Build Strong relationships with GSI4 Customers and Broker Partners.
- Create new customer feedback mechanisms and use insights to maintain a high standard of service.

What we are looking for

Someone who can:

- Build strong relationships with customers, sharing insights on their claims portfolio to help them manage their risks and control their exposures.
- Build and maintain an excellent rapport with our clients, providers, and colleagues across the Group
- Work Collaboratively with customers to understand risk profiles and be a steward for the customer.
- Own a portfolio of strategically important commercial relationships with large and complex national and multinational customers and brokers.
- Support Sales & Marketing/Distribution areas in the development of opportunities, including the delivery of presentations to win and retain business both virtually and face to face.
- Develop customer feedback mechanisms, so GSI4 can better understand their customers and provide a market leading claims proposition. Use knowledge of the Markets to suggest service improvement areas.
- Point of escalation for International Distribution Companies (IDCs) in all Customer/Service-related enquiries/complaints.
- Represent the company at industry and company sponsored events, as required.
- A member of the MRSG Executive Claims Team.
- A member of the MRSG Product Oversight Groups
- Help drive forward good Conduct for the business to deliver the best outcomes for customers / policyholders.
- Understand all appropriate lines of escalation and the responsibilities of the Product Conduct Risk Strategy Group (PCRSG), Underwriting & Claims Sub Committee (UCSC), ExCo and Board for Conduct Risk.

Key Skills & Experience
- 5 years working (minimum five years in a managerial role) in the Claims area of a primary London/ Lloyd’s market entity.
- Sound business knowledge and understanding of:

- Underlying principles of insurance practice
- Generic legal principles
- FCA rules and regulations
- Lloyd’s regulations
- London Market, Broker Direct Market, Personal Direct Market and High Net Worth (HNW)
- Comprehensive understanding of legislative, regulatory and competitive environments
- In-depth knowledge of all specialty lines and good experience of retail business.
- Proficient claims handling skills
- Understanding of business strategy and the work of the other departments within the organisation
- Strong negotiation skills
- Proficient in the use of multiple IT and Claims systems

Your career with us

At MRSG, you’ll find the flexibility, development and support you need to excel your career combined with a competitive salary and a benefits package that promotes wellbeing and work-life balance, on top of the standard features that include a non-contributory pension, private medical care, life assurance and more

Diversity & Inclusion

Creating an inclusive environment is a crucial part of the Munich Re culture, and we are committed to our Diversity & Inclusion Policy. We also seek to provide a fair and supportive work environment which pr

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