Head of Damage Motor Claims and Expert Technical

The Head of Damage Motor Claims is responsible for overseeing and managing the Damage Motor Claims function of Allianz Insurance Singapore Ptd. Ltd. with a primary objective of ensuring the team maintains a high standard in processing the motor claims. The incumbent will be working closely with the panel of claims adjusters and motor workshops, develop and implement strategies to improve claim performance and operation efficiency, provide expert opinion and advisory, and ensure best in class end to end motor claims customer experience.

**Key Deliverables**

The Head of Motor Claims will champion the delivery of the following responsibilities which include but not limited:
**Customer Experience**
- Operate in a market facing capacity which include establish and maintain relationships with the key intermediaries and customers; and steering regular engagement to monitor performance.
- Stay updated on motor industry trends, technological advancements, and regulatory changes related to motor claims.
- Ensure excellent customer service throughout the claim process and ensure all escalated customer complaints are dealt with promptly and effectively.
- Develop clear communication channels across all the functions within the firm.
- Co-ordinate and host frequent stakeholder meetings to provide updates as necessary for better decision making.
- Provide support in all relevant areas pertaining to motor claim which include review of motor policy wordings, motor product revamp etc.

**Process Improvement**
- Identify opportunities for process improvement and automation.
- Drive continuous improvement of the motor process with key focus and alignment with Allianz’s Customer Model and principles.
- Increase the visibility and interest in continuous improvement of process using digital solutions for Motor Claims.
- Generate reports on claims performance, including key metrics, trends and outcomes.
- Conduct data analysis to identify patterns and insights for claims performance and process improvement.
- Participate in the development and implementation of policies and guidelines relating to motor claims processing and ensuring compliance with the relevant laws, regulations and industry best practices.

**Strategic Initiative delivery**
- Develop the Motor strategic plans to ensure continued long-term growth, profitability and fit with and overall Claims strategic plans.
- Play an active role in contributing to the overall strategy as set by the Head of Claims and the Senior Leadership Team.
- Proactively explore new opportunities in the industry and motor markets in conjunction with Allianz’s Customer and Product Strategy.
- Work closely with Technical / Underwriting team, Actuarial and Business Units to ensure on Motor claims trend and policy Terms & Conditions.

**Management**
- Lead, motivate and manage the motor claims team which comprise of staff based in Singapore and offshore.
- Responsible for the overall performance of the motor claims team (onshore and offshore) and ensure they achieve the goals set.
- Foster a positive work environment and promote teamwork and collaboration.
- Responsible for the management and supervision of the panel of service providers relating to Motor Claims. Engage the service providers on a regular basis to ensure their performance, service standards, infrastructure, security and compliance requirements are well met.

**Compliance and Governance**
- Ensure the Motor Claims Team (onshore / offshore) comply with Security and Compliance requirements of Allianz as well as the governance and regulatory requirements of Singapore Authorities.

**Technical Claims Handling and Vendor Management**
- Strong understanding of risk assessment and fraud detection techniques.
- Ability to identify potential fraudulent activities, implement measures to prevent fraud and conduct investigations when necessary.
- Understand vehicle repairs and advise on any abnormalities.
- Review preliminary motor inspection reports and provide technical support to the Motor claims team on repairs.
- Conduct Vehicle Check with surveyor in the event of inconsistency on estimation and the reported accident.
- To eliminate fraudulent and/or inflated motor claims.
- Perform technical control on cases handled by external motor surveyors.
- Responsible to generate regular data provide analytics/reporting on the performance of Motor workshops and Motor surveyor.
- Support scoping, definition of Business Requirements, due diligence process and panel Management.
- Ability to create RFP and RFQ for vendor inclusion.
- Support the development of a set of vendor performance management best practices which will include the most effective use of Service Level Agreements (SLAs), Developing Key Performance Indicators (KPIs) and Appraisal Performance Scorecards for vendors.

**Qualifications**:

- Minimum 10 years of experience relating to the General Insurance Motor Claims including 3 years’ experience in leading a team
- Hold a de