Head of Claims Operations

6 days ago


Hong Kong, Central and Western District, Hong Kong SAR China CHUBB Full time
Job Title: Head of Claims Operations

Chubb is seeking a highly skilled and experienced professional to lead our Claims Operations team. As Head of Claims Operations, you will be responsible for driving operational excellence, service quality, and administrative support across the Claims process.

Key Responsibilities:
  • Develop and implement operational strategies to improve efficiency, effectiveness, and customer experience.
  • Lead the design and implementation of end-to-end process improvements, including eClaim submission, straight-through-processing, and claims assessment tools.
  • Oversee claims processes across all channels and product/market segments, ensuring high-quality day-to-day service and maturing of operational standards.
  • Drive service excellence within country operations teams, supporting audit point resolution and remediation as required.
  • Build team capabilities, share operational best practices, and provide convenient insights around service and quality metrics.
Requirements:
  • Minimum 10 years' experience in leading consumer operations teams and process improvement within retail-oriented Financial Services (ideally insurance).
  • Strong Emotional Intelligence (EQ) and ability to network across stakeholders to get things done.
  • Excellent stakeholder management skills and experience of managing within a multi-country matrix environment.
  • Personal drive to achieve significant change in relatively short periods of time.
  • Professional demeanor, executive presence, and ability to independently interact with leaders.
Desirable:
  • Knowledge/experience of the insurance lifecycle.
  • Strong presentation and storytelling skills.
  • Experience working at a strategic level and ability to articulate the strategy process.
  • Understanding/appreciation of operating model design and best practice.

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

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



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