Head of Claims Service Management - London, United Kingdom - Aspen Insurance Holdings

Aspen Insurance Holdings

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Reference:
ASPUKRS00038

,

Permanent - Full Time

About us:
Since Aspen was founded in 2002, we have become a leading, diversified specialty insurance and reinsurance company. We respond thoughtfully and creatively to find the best outcomes for our clients and business partners through carefully-tailored solutions.

We believe the way we work is just as important as the work we do, and we are guided by our core values of respect, honesty, trust and professionalism.

Aspen is a great place to develop your career offering an exciting and challenging environment where achievement is rewarded.

The role:

To design, execute, and manage the technical and operational strategy to deliver claims service excellence via the claims outsourcing arrangements, the LPT, and TPA & Expert management frameworks and performance improvement plans.
Establish and support the development of the claim's apprenticeship programme, to grow the NextGeneration of claims professionals.
Lead and develop technical claims improvements including reserving, claims KPIs, leakage, customer experience, and ESG in claims, via Aspen and our third parties / claims management partners.
Drive continuous operational improvement across the global claims function and associated internal departments, to control indemnity and reduce expense. Our Aspen Values are expected to be reflected in the delivery and performance of every role.

Key accountabilities:

Key Result Areas - Develop and manage the technical claims outsourcing model and approach - Develop and support the re-engineering of claims processes from manual to digital to enhance technical claims management across all lines of business - Monitor and report on Key Performance Indicators for claims services (DWF, TPAs, Programs, Enstar, Experts) globally and ensure that technical improvements and enhanced practices are being established following data insights.

- Support in collaboration with the claim's leadership the claims budgeting process and regularly monitor performance against budget with reporting to claims leadership.

- Deliver accurate and timely reporting to the claim's executive, Group OpCo. / ExCo and Boards.

Policy, Process and Procedures - Support the regulatory and legislative response and adherence to standards and embed any required change or mitigation within the business, particularly in relation to Fair Value and Consumer Duty.

- Co-Lead and influence the implementation of the group claims strategy to enable delivery of overall business targets and performance against KPIs via the utilisation of technical expertise, talent growth, and outsourced partnerships.

- Investigate and resolve technical and operational issues from a strong understanding of operational, financial, and claims data attributes and practices across all lines of business.

- Project management and leadership of key claim and group data initiatives - Manage dependencies, risks, issues, and changes related to data and business requirements, with other relevant group stakeholders.

- Proactively manage budgets, estimates, and billings in relation to external client and service provider delivery. - Manage and support engagement with multiple stakeholders to enable the resolution of issues and the implementation of initiatives.

Environmental Awareness/Customer Focus - Lead and support the design and delivery of service standards, customer insights, and outcomes, in relation to the management of the portfolio by TPA and Expert partners.

- Support the development of relationships with brokers, 3rd parties, and our customers via multi-channel engagement and focused forums. - Develop and recommend data changes that can assess and enhance the delivery of service and experience to customers.

Skills & experience:

Knowledge And Experience - Extensive and relevant knowledge of the demands of a focused role in a group claims functions, operating in a highly regulated environment.

- Extensive experience of technical claims management supporting multiple lines of business / claims across geographies and industries with differing regulatory and legislative standards.

- Strong understanding of technical claims handling and the process, across multiple lines of business and geographies. - Strong operational and outsourced management experience. - Experience of managing outsourcing that has provided significant improvement in service quality and improved Claims performance. - Experience of people management and project leadership. - Deep experience and a proven track record of leading, designing, and delivering technical and operational claims initiatives.

- Experience and a proven track record of playing a leading delivery within a TOM and strategic business initiatives to utilise data to enhance technical claims performance and customer outcomes.

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