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Chief Claims Officer, APAC

2 weeks ago

Singapore Zurich Australian Insurance Ltd. Full time

Chief Claims Officer, APAC
The Opportunity
The APAC Chief Claims Officer is responsible for leading the claims’ function and development of Claims Strategies across P&C insurance segments to ensure efficient claims handling and customer satisfaction across all lines of business in the Asia Pacific region. This role is responsible for developing and implementing claims policies, guidelines, and standards while ensuring alignment with the company's overall strategic objectives. The APAC Chief Claims Officer works closely with and must effectively influence country, regional, and global leadership teams to drive innovation, enhance claims capabilities, and maintain a robust claims management framework to enhance customer satisfaction, loyalty and retention of the desired customer base.
Key Responsibilities
Strategic Leadership
Develop and execute the claims strategy for the Asia Pacific region, aligned with global objectives in conjunction with local Business Units.
Provide thought leadership on market trends, competitive landscape, and emerging risks.
Foster a culture of continuous improvement and innovation within the Regional and Business Unit claims teams.
Effectively influence all stakeholders and lead the Claims function across the region.
Claims Performance
Oversee regional portfolio performance, trends, and emerging risks.
Drive customer understanding (e.g. through surveying, meetings) and actionable insight how to improve service to enhance loyalty and retention.
Implement Claims value proposition and ensure delivery of a superior claims service and customer satisfaction.
Work with countries to develop leading claims handling practices including best practice capabilities from across the Region and Group, ensuring clear articulation of claims guidelines, including ensuring that tools are fit for purpose, used appropriately, and claims are monitored effectively with insights derived and actions taken.
Oversee design & implementation of claims handling tools & methodologies.
Monitor financial performance and adjust strategies to ensure efficiency and customer satisfaction.
Manage the region’s claims portfolio steering to achieve balanced and effective claims handling.
Provide regular reports and updates to senior management on claims performance and market conditions, including claim’s view of performance, difference to financial (reserving view), and assessment of actions in place to address gaps to plan.
Claims Governance
Oversee the development and implementation of claims policies, guidelines, and standards. Set framework for claims decisions in the region including authority grants, referrals, technical reviews, and oversee technical infrastructure in APAC working closely with countries.
Establish event identification, risk assessment, risk response, control activities & monitoring of the business operations for which the position is accountable.
Oversee the adherence to the claim’s governance and control framework.
Operational Excellence
Lead, mentor, and develop high-performing claims teams.
Work with the country Claims Officers to create a regional claims community, building capability and driving a claims excellence culture within APAC.
Work with Business Unit leadership to ensure investment and support of strong technical capabilities relative to the scale and complexity of country portfolios.
Implement best practices and claims handling tools to enhance efficiency and effectiveness.
Drive the use of data analytics and technology to support claims decisions and strategies.
Align and work closely with Retail Claims transformation teams to ensure optimal outcomes for customers.
Stakeholder Engagement
Collaborate with country, regional, and global leadership teams to align claims practices with overall business objectives.
Build and maintain strong relationships with brokers, clients, and other key stakeholders.
Represent the company at industry events and forums to enhance brand reputation and market presence.
Align Zurich’s propositions with those of strategic partners.
Knowledge, Skills and Experience Requirements
Bachelor’s degree in business, Finance, Insurance, or a related field; MBA or professional insurance designation (e.g., ACII, FCII) preferred.
20+ years of claims management experience, with at least 5 years in a senior leadership role.
Depth of claims experience primarily across retail and commercial P&C businesses, experience in emerging markets and Commercial Insurance technical claims preferred.
Globally minded, strategic leader with demonstrated agility to set claims direction to meet short-term needs while aligning with long-term objectives.
Ability to develop independent views on specific claim technical matters and effectively influence outcomes for successful resolution including identifying consistent trends and themes to address across the region.
Strong understanding of laws, trends, and regulatory requirements and their implications on our insurance offerings.
Robust understanding of claims management structures and actuarial concepts.
Ability to manage complex strategic challenges whilst quickly dropping into execution to facilitate emerging market BU development.
High level influencer with a strong externally oriented perspective.
Strong communicator and people leader with the ability to build and lead high-performing teams across diverse environments.
Proficiency in claims handling software and data analytics tools.
Strong negotiation and relationship-building skills.
Fluency in English.
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