Head of Claims Operations

at  CHUBB ASIA PACIFIC PTE LTD

3. 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.

QUALIFICATIONS:

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

ROLE PURPOSE:

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 market.