Head of Claims Quality Assurance - 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:
ASPUKRS00041

,

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:

The Head of Claims QA & Performance will define and deliver the QA, Customer, and Performance strategy across Group Claims, to deliver regulatory compliance and a customer focused approach, via technical and operational oversight and improvement initiatives.
To support and execute on the deliverables of the defined group claims strategy to enhance technical and operational performance, quality, and outcomes for policyholders. Our Aspen Values are expected to be reflected in the delivery and performance of every role.

Key accountabilities:

Key Result Areas - Monitor and report on Key Performance Indicators associated with the claims service delivery and customer experience and ensure that technical improvements and enhanced practices are being established following data insights.

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

- Own and contribute to the development and implementation of a global claims control framework with related oversight, processes, and reporting to provide assessment and action that enhances quality and performance.

Policy, Process and Procedures - Lead and own the claims governance and management of all risks, controls, and processes, to generate an environment of consistent and continuous improvement.

- Own and adhere to regulatory and legislative standards and reporting requirements, across group claims including EU, US, and UK.

- 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.

- Own and adhere to regulatory and legislative standards and reporting requirements, across group claims including EU, US, and UK.

- Manage dependencies, risks, issues, and changes related to data and business requirements, with other relevant group stakeholders. - 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 claims portfolio.

- Support the development of relationships with brokers, 3rd parties, and our customers via multi-channel engagement and focused surveys and 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.

- Experience of risk management and performance improvement via preventative and proactive controls and processes - Strong understanding of technical claims handling and the operational claims process.

- Experience of UK and U.S regulatory and legislative standards and reporting obligations.

- Relevant knowledge of the demands of an operationally focused role in a highly regulated environment, including experience and a deep understanding of claims, conduct, fair value, and complaints - 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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