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Consumer Lines A&h Claim Operations Manager Emea
hace 3 meses
Chubb's Consumer Lines team oversee a number of insurance offerings across Europe; including Travel, PA, Death, PD, TTD, Purchase Protection, PPI, Hospital Cash, Collision Damage Waiver, Assistance, Mobile Phone & Gadget insurance, Spectacles & Hearing Aid insurance, and Personal Cyber insurance.
Role Purpose:
Build a network of professional relationship and influence that will aid the delivery of excellent operational outcomes
Provide management reports and line of sight.
Help local Consumer Claims departments be their best
Support Claims strategy and projects
Governance - Ensure applicable policies, processes, procedures and controls are established and maintained through on line and traditional claim journeys.
Occasionally provide bespoke support to A&H Corporate and Life / Combined.Key Responsibilities:
The first priority of this role is to maintain and improve a A&H Consumer Line and Life operational environment that aliens with Claims CODE (care /ownership/delivery/exceed), puts customer interest and outcomes to the fore (including but not limited to vulnerable customers), follows Chubb policies and applicable Country Regulation and gives Chubb Claims management the necessary line of sight to exercise good governance.
Operational Environment:
build and maintain process documentation including A&H and Life Claim Manuals, Fastrack Documents and claims system and process mentorship.
Support implementation of new or compliance with existing control activities
Performance Management:
Monthly calls with A&H / Consumer Claim Country leaders / Clusters to review and discuss operational metrics / issues and KPI performance v targets.
Work with A&H / Consumer claims leaders in EMEA to promote best practices, set / update targets and raise issues where appropriate.
Populate COG Quarterly Scorecards report providing needed info as KPIs Data, fraud, Recovery, CSP specific fields.Contact person between Regional Claims and TPAs for reporting, program implementations, Scorecards, Processes improvements.
Build and issue Monthly Activity report
Support Digital Claims Journey:
support implementation of Chubb claims Digital strategy which will be led by the Claims Digital Specialist and COG
Participate in and coordinate business resources for user acceptance testing. Validate business requirements with country claims leaders.
Compile, help prioritise (based on benefit) and report enhancement requests / opportunities
Promote CSP (claim service portal) adoption.
Monitor and reports on STP (straight thought processing) transaction data.
Key Accounts and New Business:
Onboarding of selected Consumer Lines new business accounts
Provide operational oversight to selected key accounts.
VISA Program contact person between Chubb Claims, TPA, Broker and Business.
Management Reporting:
Create and issue regular activity reports for claims management
Track and report to claims management on A&H Life & Consumer Claim activities and outcomes
Provide progress updates to Claims PMO
Connect with COG on behalf of EMEA A&H Consumer / Life Claims
Qualifications:
Skills & Experience Required:
University standard education an advantage but not crucial
Understands how a claims department works and how to build phenomenal customer outcomes.
Experience of improving Claims Journeys via on-line digital solutions.
Fluent English - other languages an advantage but not vital.
A&H Consumer Lines / Insurance product knowledge an advantage
Able to lead through influencing, problem solving and adaptability to achieve results.
Organised and a good communicator.
Can demonstrate ability to work in a team and take ownership.
WE OFFER IN RETURN
Competitive salary & pension scheme, 25 days annual leave plus ability to purchase 5 additional days, Private Medical cover, Employee Share Purchase Plan, Life Assurance, Subsidised gym membership, Comprehensive Learning & development offerings.
Employee resource groups:
Gender Equality Network, Abilities & Wellbeing, Social Mobility, Parents & Carers, Pride Network, Cultural Awareness Network.
Integrity. client focus. respect. excellence. teamwork
Our core values dictate how we live and work. We're an ethical and honest company that's wholly committed to its clients. A business that's engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that's collaborative and supportive.
