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Head of Claims Operations – UK
2 months ago
Marsh is a global leader in insurance broking and risk management, operating in over 130 countries. Our experts help clients anticipate, quantify, and understand the range of risks they face. In today's uncertain global business environment, Marsh helps clients thrive and survive.
Job Summary:We are seeking a Head of Claims Operations – UK to join our team in the Norwich office. This role involves leading a team of 200+ colleagues across the UK, driving better client outcomes and efficiency through digital technology. You will work closely with our Claims Advocacy colleagues to deliver an end-to-end Claims service to Marsh's global clients.
Key Responsibilities:- Provide vision, leadership, and strategic direction to over 200 Claims Operations colleagues, working virtually across multiple locations.
- Take a "Client First" approach to Claims management.
- Oversee the development and delivery of the target state Claims Operations organization and leverage proven operational design principals to define the Claims Operations strategy, optimize location footprint, and manage annual budget.
- Lead the digital transformation of our Claims services, ensuring our processes and technology deliver the best Client outcomes.
- Drive a bold and innovative vision to transform Marsh's Claims Operations practice in UK&I, supporting the delivery of the Operational Excellence (OpEx) agenda.
- Execute on a Claims Operations vision and set of priorities that are linked with business, Claims Advocacy, and Claims Solutions and customer needs.
- Challenge existing practices and develop innovative solutions related to departmental risks, operational controls, and efficiency initiatives in order to contribute to effective management of shared operations.
- Maintain and develop strong relationships with regional and country advocacy teams to drive claims operations changes within the firm.
- Own the delivery of a best-in-class operational function in Claims that leverages optimal workflows, automation, and process streamlining capabilities to operate more efficiently.
- Provide oversight for implementing optimal role-cost-location alignment within the region/country through workflow management systems, centres of excellence.
- Drive change management within the organization, strengthening the capability to deliver change and deliver excellent customer outcomes.
- Implement the right performance metrics to enable effective controls and lead, and coach colleagues to achieve these KPIs & client satisfaction for global claims operations management and services.
- Lead effort to improve claims processing efficiency across the region, by synthesizing best practices and identifying opportunities for improved efficiencies, including facilitating claims fast-tracking opportunities between clients, insurers, and adjustors to improve the efficiency of the department.
- Design and evaluate claims operations processes and strategies while managing the impact and delivery of change to achieve team operational goals and maximize process efficiencies across regions.
- Ensure that the Claims Operations target state operating model supports Marsh's wider data strategy.
- Lead the interaction with the appropriate organisations to ensure Marsh Claims' alignment with existing and future London Market improvement programmes, including influencing London Market initiatives and ensuring Marsh Claims Operations adapts to work seamlessly with future market systems and processes.
- Put in place succession plans for key roles.
- Ability to work collaboratively across a matrix organization.
- Significant progressive leadership experience, ideally in insurance operations.
- Significant stakeholder management experience with gravitas and credibility.
- Strong track record of independent leadership and influencing skills with proven experience of acting as a change agent.
- Experience of leading digital transformation programmes.
- London Market experience preferred but not essential.
- Competitive Benefits Package including: 27 days annual leave, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.
- Generous Family Leave including: 6 months paid maternity leave, 4 months paid paternity leave, 6 months paid adoption leave plus shared parental leave options. To help ease the transition when you return to work you will be able to work 8 weeks at 80% of your normal work pattern and receive 100% of your normal salary.
- Hybrid working pattern allowing flexibility to combine working from home with being office based typically 3 days per week.
