Head of Claims Operations

2 days ago


Hong Kong, Central and Western District, Hong Kong SAR China CHUBB Full time
Job Description

Job Summary:

The Head of Claims Operations will be responsible for leading the Claims Operations team to deliver exceptional service to our customers. This role will focus on developing and implementing operational strategies to improve efficiency, effectiveness, and customer experience.

Key Responsibilities:

  • Operational Strategy: Develop and own the operational strategy for Claims, improving efficiency and effectiveness, and delivering a better customer experience and business outcomes through people, process, and technology.
  • Service Excellence: Oversee claims processes across all channels and product/market segments, ensuring high-quality day-to-day service and maturing operational standards, insights, and quality assurance.
  • Build Capabilities: Share operational best practices across the region, ensuring the foundations of roles and responsibilities exist to prompt desired outcomes, and providing convenient and value-added insights around service and quality metrics.

Requirements:

  • Experience in leading consumer operations teams and process improvement within retail-oriented Financial Services (ideally insurance) and demonstrating delivery of tangible business benefits/savings.
  • 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; ability to independently interact with leaders.

Desirable:

  • Minimum 10 years' experience, including 5+ years leading operations and/or process improvement.
  • Knowledge/experience of the insurance lifecycle.
  • Strong presentation and storytelling skills.
  • Experience working at a strategic level and ability to articulate the strategy process.

Qualifications:

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

Language:

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


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