Chubb Life: Head of Claims Operations

4 months ago

Singapur, Singapore CHUBB Full time

This role can based in Singapore / Hong Kong / Thailand 

The Head of Claims Operations is responsible for operational leadership, service excellence, and admin support across the Claims process. The role focuses on:

Leading / defining the Operational Strategy to improve efficiency/effectiveness - delivering a better customer experience and business outcomes through people, process, and technology. Own the end-to-end customer journey for Claims and be a key conduit for defining requirements and provoking change / digitization. Drive Service Excellence to ensure we operate in a cost-effective and resilient manner. Build team capability in each market

Key Responsibilities:

Operational Strategy (~30% focus)

Develop and own the operational strategy for Claims – improving efficiency / effectiveness and bringing better customer experience and business outcomes via people / process / technology. Own the end-to-end process design / customer journey and be a key conduit for defining requirements and provoking change / digitization. Develop the target state / “North Star” model and provide the challenge (and ultimately requirements) around how we get there. Examples include driving eClaim submission, straight-through-processing, claims assessment tools, and effective and timely communication to customers and salespeople. Help review change requests (as needed) to ensure clear cost benefit understanding is provided and join/lead governance forums as needed. Create / champion platform changes needed to deliver the desired outcome across the claims process. Identify and challenge variations around set-up and ways of working to aid improvement.

Service Excellence (~50% focus)

Oversee claims processes across all channels and product / market segments. Own the delivery of high-quality day-to-day service (aligned to customer & salesforce expectations) and the maturing of operational standards, insights, and quality assurance. Own the delivery of regular reporting against KPIs/SLAs in order to drive understanding, awareness, escalations, and actions. KPIs include: eSubmission rate, STP rate, TAT to closure, Claim Assessor productivity, Accuracy / error rates Drive service excellence within country operations teams who provide perform claims processes. Support audit point resolution and remediation as required. Work closely with the Chief Claims Officer to identify, agree, implement actions.

Build Capabilities (~20% focus)

Share operational best practice across the region in terms of operating models, process automation, process re-engineering, digitization, and offshoring. Ensure the foundations of roles & responsibilities plus appropriate measures exist to prompt the desired outcomes / thinking / ways of working. Provide convenient and value add insights around service and quality metrics and follow up to resolve issues. Produce regular reporting to stakeholders of achievements versus targets. Diagnose underperformance and implement remediation plans. Provide ad-hoc business analysis and project management to support change.
 

Plus, other duties, projects or functions assigned by the COO and relevant senior stakeholders. 

As a leader of people, ensure individual team members are coached / developed and that they are equipped with the right skills and resources. Establish an environment that promotes Chubb Values, and builds high levels of motivation, morale and integrity.

Experience:

Essential:

Experience in leading consumer operations teams and process improvement within retail orientated Financial Services (ideally insurance) and can demonstrate the delivery of tangible business benefits / savings.  Strong Emotional Intelligence (EQ) and ability to network across stakeholders to get things done. Experience of working with and engaging others to help bring greater consistency of working.  Excellent stakeholder management skills and experience of managing within a multi-country matrix environment. Flexible, influential style. Personal drive to achieve significant change in relatively short periods of time Professional demeanour - executive presence; ability to independently interact with leaders. Very Proficient in the use of MS Excel and PowerPoint. Process orientated, an organiser with strong planning ability and attention to detail.

Desirable:

Minimum 10 years’ experience, inc. 5+ years leading operations and/or process improvement  Knowledge / experience of the insurance lifecycle  Strong presentation & story telling skills Has experience of working at a strategic level and the ability to articulate the strategy process An understanding / appreciation of operating model design and best practice Experience working with and expanding shared service centre operations (in country & offshore) Demonstrate flexible and innovative ways of working, with creative / out-of-the-box thinking  Strategic thinker, proactive and solutions oriented

A successful candidate must be able to demonstrate:

Excellent communication skills – written and verbal to internal and external stakeholders. Ability to decompose complex issues, find solutions and summarise in plain English. Passionate about business process, continuous improvement and efficiency. Willing to roll her/his sleeves up to get things done. Influence, coach, manage stakeholders to get things done and effect change quickly. Customer centric attitude and focus. Resilience - ability to adapt to/cope with change. Ability to multi-task in a fast-paced environment. Leadership – driving team members to be accountable and responsible for actions. Pro-active interested involvement with department objectives and service levels. Excellent organisational skills. Effective teamwork within a diverse work environment. Ability to manage team workload, morale, staffing issues where appropriate. Strong work ethic.

Qualifications:

Tertiary qualifications Lean / Six-Sigma certification a plus, but experience more important. Project Management certifications desirable.

Languages:

Effective verbal and written communications in English. Fluent in a second local working language will be a distinct advantage.

  • Chubb Life: Head of Product Propositions

    2 months ago

    Singapur, Singapore CHUBB Full time

    Role objective This role will be pivotal in the development and execution of Chubb Life’s customer-centric proposition strategy across all its markets in APAC and Latin America. This role will report into Chubb Life Head of Product and Partnership with matrix reporting into Chubb Life Chief Customer Officer.This role will actively collaborate with...

  • Chubb Life: Procurement

    5 months ago

    Singapur, Singapore CHUBB Full time

    This role can based in Singapore / Hong Kong/ Taiwan/ Thailand. This position will take the lead in establishing a robust and effective procurement function across Chubb Life Globally but with the focus on the APAC region. To be successful this the role will engage with leadership teams and procurement/purchasing people in each market, and with the...

  • Chubb Life

    4 months ago

    Singapur, Singapore CHUBB Full time

    This role can based in Singapore / Hong Kong/ Thailand  The Head of New Business Operations is responsible for operational leadership, service excellence, and admin support across the New Business and Underwriting value chain – everything from the time an application reaches Chubb to when the policy is delivered to the customer. The role focuses on: ...

  • Claims Specialist, Consumer

    2 months ago

    Singapur, Singapore CHUBB Full time

    The primary objective of this position is to direct, monitor, assess and handle claims and claim-related issues arising under Accidental and Health business classes and some International Personal Lines claims. This position is accountable for the following: - Claims Service Claims Quality Expense Management Legal advice as required on claims ...

  • Claims Examiner, WICA

    1 month ago

    Singapur, Singapore CHUBB Full time

    Job Title: Claims Examiner, WICAThe primary objective of this role is to manage TPA for Work Injury Compensation claims, resolving them within prescribed authority in the most effective and efficient way while delivering a customer-centric claims service.Key Responsibilities:Proactively manage claims to ensure timely resolution and customer...

  • Senior Claims Specialist

    1 month ago

    Singapur, Singapore CHUBB Full time

    This role involves directing, monitoring, assessing and handling Financial Lines claims and related aspects arising under Financial Lines.Key Responsibilities:Claims ServiceClaims QualityClaims ReportingExpense ManagementUnderstanding and challenging legal advice as required on claimsProvision of claims analysis and trends observedAreas of ResponsibilityWork...

  • Senior Claims Specialist

    3 months ago

    Singapur, Singapore CHUBB Full time

    This role involves directing, monitoring, assessing and handling Financial Lines claims and related aspects arising under Financial Lines This position is accountable for: Claims Service Claims Quality Claims Reporting Expense Management Understanding and challenging legal advice as required on claims Provision of claims analysis and trends...

  • Claims Examiner, WICA

    3 months ago

    Singapur, Singapore CHUBB Full time

    The primary objective of this position is responsible for managing TPA for Work Injury Compensation claims. Resolving of claims within prescribed authority in the most effective, efficient way while delivering a customer-centric claims service. Role and responsibilities: Proactively manage claims. Reviewing and analyzing policy coverage. Ensure...

  • Senior Claims Specialist, A&H

    1 month ago

    Singapur, Singapore CHUBB Full time

    The primary objective of this position is to direct, monitor, assess and handle claims and claim-related issues arising under Accidental and Health business classes and some International Personal Lines claims.This position is accountable for the following:Claims ServiceClaims QualityExpense ManagementLegal advice as required on claimsProvision of claims...

  • Senior Claims Specialist, A&H

    4 months ago

    Singapur, Singapore CHUBB Full time

    The primary objective of this position is to direct, monitor, assess and handle claims and claim-related issues arising under Accidental and Health business classes and some International Personal Lines claims. This position is accountable for the following: - Claims Service Claims Quality Expense Management Legal advice as required on claims ...

  • APAC Head of Consumer Product Technology Lead

    1 month ago

    Singapur, Singapore CHUBB Full time

    PurposeThe APAC Head of Consumer Products Technology will collaborate closely with the APAC Head of A&H, IPL, and Distribution to develop a technology strategy and related execution plans to support multiple cross-geography and cross-business line transformation programs.ResponsibilitiesBusiness Engagement: Work closely with business and technology...

  • APAC Head of Consumer Product Technology

    5 months ago

    Singapur, Singapore CHUBB Full time

    Purpose The APAC Head of Consumer Products Technology will work closely with the APAC Head of A&H, IPL and Distribution to define a technology strategy and related execution plans to support multiple cross-geography and cross-business line transformation programs.  The APAC Head of Consumer Products Technology will lead a team of Program/Project...

  • Chubb Life: Head of Underwriting and Reinsurance North Asia

    3 months ago

    Singapur, Singapore CHUBB Full time

    We are a leading international Life insurance organization, committed to delivering top-notch financial solutions in the life insurance sector. Our company operates on a global scale, serving clients from diverse regions and backgrounds. We are seeking a talented and versatile professional to join our team to lead the Reinsurance and Underwriting functions...

  • APAC Head of Data Delivery and Reporting(BI)

    4 months ago

    Singapur, Singapore CHUBB Full time

    Purpose: Chubb is seeking a Head for Data Delivery and Reporting (BI) for APAC , responsible for the delivery and execution of the data capabilities and solutions to support APAC functions (Product lines, Distribution, Analytics, Digital, Claims, Underwriting, Pricing, Operations across Consumer and Commercial LOBs.  This role will be part of...

  • Senior Manager, Marine

    4 months ago

    Singapur, Singapore CHUBB Full time

    You will lead the Marina portfolio and business development for the Marine business in Singapore. You will be tasked to manage and drive growth for the portfolio; working within established guidelines to ensure that portfolio is underwritten to meet line of business targeted ratios for losses, commissions, as well as expenses. This position reports directly...

  • APAC Head of Data Delivery and Reporting

    1 month ago

    Singapur, Singapore CHUBB Full time

    Job SummaryChubb is seeking a seasoned professional to lead its data delivery and reporting efforts for the Asia-Pacific region. As the Head of Data Analytics and Reporting for APAC, you will be responsible for developing and executing a strategic data roadmap that aligns with the company's business objectives.Key ResponsibilitiesPartner with the CIO APAC...

  • Senior Wholesale Financial Lines Underwriter

    1 month ago

    Singapur, Singapore CHUBB Full time

    Role OverviewAs a key member of the CHUBB team, the Wholesale Financial Lines Senior Underwriter will be responsible for leading the strategy, growth, and financial results for the Wholesale Financial Lines portfolio in India.Key ResponsibilitiesDevelop and implement a comprehensive underwriting strategy for the Wholesale Financial Lines portfolio in...

  • Marine Business Development Director

    1 month ago

    Singapur, Singapore CHUBB Full time

    Job Title: Senior Manager, MarineAs a Senior Manager, Marine, you will be responsible for leading the Marina portfolio and business development for the Marine business in Singapore. You will be tasked with managing and driving growth for the portfolio, working within established guidelines to ensure that the portfolio is underwritten to meet line of business...

  • Wholesale Financial Lines Senior Underwriter

    5 months ago

    Singapur, Singapore CHUBB Full time

    Purpose of Role  Lead the strategy, growth & financial results for Wholesale Financila Lines portflio for India.  Key Accountabilities and Responsibilities  Responsible for all India wholesales underwriting  Achieve annual top and bottom line financial goals for India and manage P&L  Set the strategy for profitable growth with priority...

  • APAC High Net Worth Portfolio Manager

    1 month ago

    Singapur, Singapore CHUBB Full time

    Job SummaryThe APAC High Net Worth Portfolio Manager will be responsible for assisting in the management and performance of the APAC High Net Worth portfolio. This technical specialist will monitor and recommend actions for the portfolio in a manner that achieves the product and portfolio profitability and objectives set out in the annual business plan.Key...