Head IRM Global Claims Processes & SSC Operation

Key Responsibilities

• Collect, map and harmonize claims handling processes for all IRM lines of insurances to increase efficiencies, accelerate processes and reduce the cost per claim, including underlying authority and deductible levels per line of insurance
• Develop a global concept for Global Claims Management operations to reallocate individual tasks of the claims handling in order to increase capacities for the handling of complex customer-facing tasks, recovery action, higher volumes and the option to offer global claims and recovery services to third parties
• Deploy structured approach and recognized methodologies to understand process quality & improvement needs and the individual tasks
• Implement and deliver on long-term and complex global and regional projects and objectives, evaluating progress, prioritizing needs, and driving transformational outcomes.
• Evaluate and recommend technology and non-technology solutions to improve both the employee experience and service delivery to our internal customers. Define appropriate performance indicators and service levels to measure process improvements. Introduce and implement best in class business process quality & improvement methodologies and tools.
• Ensure that all delivered process improvements are aligned with the groups digitization and automations strategy, ensure processes are “digitization ready”.
• Ensure alignment of reporting protocols and data management practices across the global claims team while embedding appropriate standards to ensure data quality, supporting project teams with process excellence, project management, facilitation, problem-solving, and value creation skills, aligning with industry best practices.
• Supports ITR in creating innovative solutions for delivering data and analytics to stakeholders that demonstrate the value of claims management partnerships with GBS IRM.
• Spearhead initiatives to support regional heads of claims on development and delivery of value proposition pitches, with regards to content creation and high-quality presentation material that promotes the claims function’s capabilities under the global process footprint incl. SSC operations.
• Cultivate strong relationships with internal stakeholders, including Regional Claims colleagues, Risk Management colleagues, and Business Unit senior executives, to foster alignment and collaboration on strategic initiatives.
• Proactively engage and brief executive management on progress, achievements, challenges, and requests
• Deliver timely and high-quality global status and SSC performance reports
• Support the Global Head of Claims Officer with ad hoc claims initiatives.
• Monitor, optimize, harmonize global claims processes, client interface requirements and data delivery

Qualification & Requirements

Your profile:

• Demonstrated successful ability to build positive relationships and partnerships within department, across the organization and with internal customers.
• Superior understanding and commitment to customer service and relationships.
• Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
• Strong understanding of business processes and change management principles.
• Ability to think strategically with supporting analytical and problem-solving skills, including the ability to deal with ambiguity.
• Must demonstrate an ability to work both independently and take direction as required
• Exhibit credible personal presence and confidence
• Proven marketing skills.
• Proven negotiation skills.
• Ability to make prompt, intelligent decisions based upon detailed analysis of complex issues.
• Ability to travel overnight up to 40%
• Excellent English language skills

Education Level:

• Bachelor’s degree in economics related field or equivalent years of experience.
• CII or equivalet accreditation / license
• IRDA qualification to manage intermediaries or insurance agents in India

Experience Level:

• 7 years insurance industry claims experience, managing claims
• 5 years’ experience in setting up and managing SSC activities in claims handling supporting activities
• 5 years’ experience managing an insurance intermediary or corporate insurance agency in India

Benefits

• Great opportunity to work for the biggest logistics company in the world
• International and virtual environment
• Flexibility and great opportunity to learn
• Tempting Compensation and benefits