Head of Claims Technology Delivery

at  Beazley Management Limited

General:
The Claims Management Value Stream involves the handling and processing of insurance claims. It includes activities like claims intake, investigation, evaluation, settlement, and payment. Efficient claims management is crucial for customer satisfaction and operational effectiveness.
As the Head of Claims Technology Delivery, you will be responsible for leading and managing the IT department’s activities related to claims processing and management within Beazley. You will oversee a team of IT professionals and collaborate with various business, operations and technology stakeholders, to ensure efficient and effective utilisation of technology to enable seamless claims processing, and optimal customer experience.
Your strategic vision, technical expertise, and leadership skills will be instrumental in driving innovation, enhancing operational efficiency, and maintaining the highest standards of information security and integrity.
The successful candidate will need to be able to manage the existing systems and platforms to ITIL (Information Technology Infrastructure Library) standards of incident resolution etc. and agile@scale small change delivery pipelines. While planning for and delivering a wider portfolio of change with multiple supplier arrangements to support the delivery of the Beazley strategic ambition of simplification, modernisation and growth.
We are looking for an accomplished claims technology leader, who will work closely with global technology teams and SMEs across the business.
Key relationships: Group Head of Claims, Claims Business Management Team, Head of Operations, CTO, Head of Infrastructure and Operations, Business Change leaders and Delivery Leads, Technical delivery leaders and teams, software vendors, system integrators, service providers and business leaders across the organisation.

SKILLS AND ABILITIES

• Natural relationship builder and team player
• High energy, and a personal drive and passion that shines through
• Ability to influence, inform and successfully manage senior stakeholders
• Excellent written and verbal communication skills.
• Ability to distil complex information into simple and understandable language.
• Ability to contribute to creating product/program/project vision, roadmap, and content presentations
• Ability to drive activity and understand the deliverables involved
• Ability to work at pace and meet challenging timelines
• Ability to think systemically and to connect strategically complex pieces of work both current and into the future

KNOWLEDGE AND EXPERIENCE

• Proven experience in a leadership role within an insurance IT department, managing staff, suppliers and budgets, in the insurance claims domain.
• Ability to lead and manage a team, fostering a culture of collaboration and innovation.
• In-depth knowledge of claims processing systems, methodologies, and best practices.
• Understanding of data security, privacy, and compliance requirements.
• Excellent project management skills, with a track record of successfully delivering IT projects with various methodologies and frameworks (e.g. Aglie@Scale, DSDM, SDLC).
• Analytical and problem-solving skills, with the ability to translate business requirements into effective technology solutions.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Experience managing 3rd party supplier and vendor contracts to measurable outcomes.

KEY RESPONSIBILITIES

• Maximize the value the Claims platforms create, reducing time to market of digital products built on the group technology and look at ways to reduce the development cost.
• Create and manage the Claims technology roadmap, manage new demand and up-coming changes. Work with Claims Management and SMEs to define and prioritise change portfolios and the team’s backlog(s) to effectively address identified business and IT objectives
• Manage claims platform teams, developing and enhancing the agile devsecops delivery lifecycle to improve the service, whilst reducing cost and time spent on change delivery.
• Engage with 3rd party suppliers including software vendors, ensuring that changes delivered are in line with 3rd party standards
• Ownership of claims platforms across non-prod and prod estate, manage availability, performance, governance, and capacity of the platform.
• Represent Claims platforms during production incident triages and major incidents, contribute towards vendor alliance, technical guidance, and root cause analysis.
• Contribute to the functional design of the Platform Modernization agendas, providing use cases, functional specifications, and other design artefacts.
• Work alongside 3rd party system integrators to ensure the scoped solutions fully meet the business needs as well as standards expected by software suppliers.
• Define an Implementation Service and ensure testing and training activities are delivered to enable seamless delivery of change on the claims systems.
• Communicate and gather feedback from customers/users on delivered work and share the feedback with the team
• Finance and Budget:
• Collaborate with Claims management, operations and technology to agree annual plans and budgets aligned to business strategies.
• Manage people and resources, including budget, staffing, software and external consultants, as set out in the annual plans and business strategies.
• IT Strategy and Planning:
• Develop and implement a technology strategy for claims processing aligned with the overall business objectives and strategic technology architecture requirements.
• Collaborate with key stakeholders, including the Group Head of Claims, managers, and operations to understand business needs and translate them into technology solutions.
• Stay up-to-date with emerging technologies and industry trends, evaluating their potential benefits and making recommendations for their adoption.
• Claims Processing Systems and Infrastructure:
• Oversee the design, development, and maintenance of claims processing systems, ensuring they meet business requirements and adhere to industry best practices.
• Collaborate with the IT infrastructure team to ensure a robust and secure IT infrastructure that supports claims processing activities.
• Implement and maintain appropriate IT governance frameworks, policies, and procedures related to claims processing systems.
• Vendor Management:
• Manage relationships with external vendors and service providers, ensuring effective service delivery and adherence to contractual obligations.
• Evaluate vendor proposals, negotiate contracts, and make recommendations for vendor selection in consultation with relevant stakeholders.
• Information Security and Compliance:
• Ensure the confidentiality, integrity, and availability of claims data and systems through the implementation of robust security measures and compliance with relevant regulations (e.g., data protection, privacy laws).
• Collaborate with the company’s legal and compliance teams to address any IT-related issues related to claims processing.
• Delivery Management:
• Lead and oversee IT projects related to claims processing, from initiation to successful implementation and adoption, ensuring projects are consistently delivered on time, within budget, and meet quality standards.
• Ensure Claims technology teams review and prioritise backlogs as part of preparatory work for sprint planning, including the coordination of content dependencies with other business product owners.
• Ensure Architects, Business Analysts, and Tech leads elicit and document business requirements, ensuring the needs of claims, operations and technology are aligned.
• Ensure Product Owners, Product Managers and Scrum Masters are well positioned, trained and performing their role effectively.
• Team Leadership:

As a Beazley Manager, you are expected to:

• Provide leadership, direction and support to the team
• Foster a spirit of inclusion, teamwork and unity that reflects Beazley’s overall workplace culture, values and appreciation of the benefits of diversity
• Act as a manager, mentor and coach to direct reports to enable them to fulfil their potential ensuring continuous development of them and the wider team
• Ensure direct reports are supported in contributing to the delivery and achievement of the overall team and business objectives
• Provide effective performance feedback on a regular basis, ensuring employees are recognised and rewarded for their contribution. Conversely, providing timely feedback to address poor performance, taking disciplinary action as appropriate
• Maintain transparent and effective communication through department meetings, one-to-one meetings, email etc
• Encourage knowledge sharing and effective delegation to minimise key person dependencies