Claims Team Lead

Role's Purpose

To produce a high performing, market leading claims team with a focus on the Accident & Health, Specialty Personal Line, Property and Casualty Claims. Handle claims effectively and efficiently in accordance with Claims Best practices. Work closely with Claims management and underwriters to service brokers and direct consumer business.

Serves as a backup referral point for the In-country stakeholders and claims service delivery in the absence of the Manager. Executes the team's capacity plan and flags issues or concerns that may impact our capability to meet/exceed our Service Level Agreements.

This position directly manages 8-15 Examiner's and SME's performance in Talent Portal which includes setting goals and ratings. Manages day-to-day work priorities and ensures completion of all his/her direct reports. Performs official quality audit review of staff's work and coaching to deliver the team's objective/SLA, this is distinct only to the Claims team as the other teams in CBSP have separate billable QA staff. Personally manage claims end-to-end within the approved limits for this Team Leader role, this includes claims referred by subordinates that they are not approved to handle and don't have the system limits to perform.

Key Responsibilities

1. Technical Supervision of the quality and workflow of claims within the team.
2. Review of all claim coverage denials and quality of resultant coverage response letters.
3. Administrative supervision and responsibility for the claims team.
4. Ensure team promptly and properly document all developments on claim files.
5. Coach and develop claims team members.
6. Work with Claims Department, Operations Department and IT to ensure relevant management reports are established and regularly produced.
7. Provide regular updates on management information and key performance indicators (KPI's) on team performances for new claims, open claims, and reserving timeframes.
8. Identify claim trends and monitor large losses, and report on both to claims management and underwriting as required.
9. Personally handle large or contentious losses within the claim portfolio.
10. Handle after hours calls for emergency cases and supervise the ongoing management of these emergency or high cost cases.
11. Monitor, vet and report on international economic and trade Sanction cases.
12. Work to increase customer satisfaction and reduce complaints in the handling of claims.
13. Be closely involved in talent management and succession planning for the team.
14. Review all current claim processes and explore ways to improve and enhance efficiency while continuing to deliver market competitive distinguishable/optimal claims management.
15. Conduct performance reviews/goal setting of all staff.
16. Perform quality audits of staff claims in accordance with internal requirements.
17. Immediately report potentially and confirmed Fraudulent cases, Compliance and Privacy Breaches to Management chain.
18. Nominate, review and endorse process improvement ideas from the team to the Manager.

Experience:

• Strong Leadership skills.
• Strong customer relations skills.
• Experience with volume lines of claims.
• Evidence of sound claims supervision and handling techniques.
• Experience in the supervision of staff.
• Strong proven relationships with Brokers.
• Strong proven relationships with underwriting teams in Chubb.
• Experience in the demands and understanding the needs of brokers in the market.
• Written and verbal communication skills relative to claims handling.
• Understanding of the Insurance Contracts Act and general Insurance Code of Practice.
• Experience in performing audits.

Qualifications:

• Tertiary Qualified or minimum 3-4 years similar work experience
• Claims Insurance background (is preferred)