Chubb Life: Head of Claims Operations
3 months ago
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 marketKey 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 orientedA 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
1 month ago
Singapur, Singapore CHUBB Full timeRole 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
4 months ago
Singapur, Singapore CHUBB Full timeThis 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
3 months ago
Singapur, Singapore CHUBB Full timeThis 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: ...
-
Senior Claims Specialist, A&H
1 month ago
Singapur, Singapore CHUBB Full timeJob SummaryWe are seeking a highly skilled and experienced Claims Specialist to join our team at CHUBB. As a key member of our Accidental and Health Claims team, you will be responsible for directing, monitoring, and handling claims and claim-related issues arising under Accidental and Health business classes.Key ResponsibilitiesClaims Service: Provide...
-
Senior Claims Specialist
1 month ago
Singapur, Singapore CHUBB Full timeJob Title: Senior Claims SpecialistThis role involves directing, monitoring, assessing and handling Financial Lines claims and related aspects arising under Financial Lines.Key Responsibilities:Claims Service: Provide high-quality claims service to all stakeholders in accordance with Chubb claims philosophy.Claims Quality: Ensure that claims are handled in...
-
Claims Specialist, Consumer
1 month ago
Singapur, Singapore CHUBB Full timeThe 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
3 weeks ago
Singapur, Singapore CHUBB Full timeJob Title: Claims Examiner, WICAThe primary objective of this role is to effectively manage TPA for Work Injury Compensation claims, ensuring timely and cost-effective resolution while delivering exceptional customer-centric claims service.Key Responsibilities:Proactively manage claims to ensure efficient resolution within prescribed authority.Review and...
-
Claims Examiner, WICA
2 weeks ago
Singapur, Singapore CHUBB Full timeJob 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
2 weeks ago
Singapur, Singapore CHUBB Full timeThis 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
2 months ago
Singapur, Singapore CHUBB Full timeThis 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 Specialist, Consumer
3 weeks ago
Singapur, Singapore CHUBB Full timeJob Title: Claims Specialist, ConsumerThe 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.Key Responsibilities:Claims Service: Work within local and regional operating processes and claim handling...
-
Senior Claims Specialist
3 weeks ago
Singapur, Singapore CHUBB Full timeJob Title: Senior Claims SpecialistThis role involves directing, monitoring, assessing and handling Financial Lines claims and related aspects arising under Financial Lines.Key Responsibilities:Claims Service: Provide high-quality claims service to all stakeholders in accordance with Chubb claims philosophy.Claims Quality: Ensure that claims are handled in...
-
Claims Specialist, Consumer
1 month ago
Singapur, Singapore CHUBB Full timeJob Title: Claims Specialist, ConsumerThe 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.Key Responsibilities:Claims Service: Work within local and regional operating processes and claim handling...
-
Claims Examiner, WICA
1 month ago
Singapur, Singapore CHUBB Full timeJob Title: Claims Examiner, WICAThe primary objective of this role is to effectively manage TPA for Work Injury Compensation claims, ensuring timely and efficient resolution while delivering a customer-centric claims service.Key Responsibilities:Proactively manage claims to ensure timely resolution and customer satisfaction.Review and analyze policy coverage...
-
Claims Examiner, WICA
2 months ago
Singapur, Singapore CHUBB Full timeThe 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
2 weeks ago
Singapur, Singapore CHUBB Full timeThe 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
3 months ago
Singapur, Singapore CHUBB Full timeThe 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 ...
-
Senior Claims Specialist, A&H
2 months ago
Singapur, Singapore CHUBB Full time**Job Summary**The primary objective of this position is to direct, monitor, assess and handle claims and claim-related issues arising under Business Insurance and Health Insurance business classes and some International Personal Lines claims.This position is accountable for the following:Claims Service and ManagementClaims Quality and ExcellenceExpense...
-
Senior Claims Specialist, A&H
4 weeks ago
Singapur, Singapore CHUBB Full timeJob Title: Senior Claims Specialist, A&HThe 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.Key Responsibilities:Claims Service: Work within local and regional operating processes and claim handling...
-
Senior Claims Specialist, A&H
3 weeks ago
Singapur, Singapore CHUBB Full timeJob Title: Senior Claims Specialist, A&HThe 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.Key Responsibilities:Claims Service: Work within local and regional operating processes and claim handling...
