Head of Claims – International Personal Lines

Note: This position will be based out of Chubb’s UK office

This is a strategic role focused on best practice development, performance improvement and building strategic capabilities (knowledge, technology, people, process). This role drives overall Claims performance across the IPL business, focused on claim loss cost, service, lifecycle, frequency and both unallocated and allocated loss adjustment expenses. It works closely with senior business leadership to align with key strategies. It partners with regional, central and shared service Claims functions, Operations, IT, Underwriting, Actuarial, Finance, Legal and Compliance functions.

Major Objectives and Responsibilities:

• Ensure that the IPL Claims Strategy and Operating Models fully aligned with business needs, plans and priorities.
• Ensure that appropriate Digital tools and capabilities including customer service tools, robotics, and intelligent are identified and implemented. Measure and track benefits realization.
• Drive down the claims lifecycle and costs to optimized levels.
• Partner with IT and Underwriting Operations to ensure process and capability alignment to support Straight Through Processing where possible.
• Ensure that effective claims data and performance measurements are in place and continuously monitored and developed.
• Work with Regions to build outstanding IPL Claims teams across COG.
• Provide insightful strategic analysis of data identifying trends and issues, reporting to underwriting and executive leadership to support improved portfolio profitability and growth.
• Provide support to product profitability and development. Identify, analyze, and communicate product line claims trends and issues to executive leadership.
• Define the Customer Experiences (journey mapping) for IPL customers to deliver service excellence aligned to Chubb strategies. Ensure that customer satisfaction data is systematically gathered, analyzed and acted upon.
• Provide technical and strategic oversight and support in the handling and management of large and complex losses and CAT events.
• Ensure claims operational activities meet with organizational requirements for quality management, internal and external audits, compliance, and privacy policies and procedures.

• Bachelor’s degree, MBA an advantage.
• Experience with a global insurance company.
• Experience working in claims in international markets, with an emphasis on Asia and Latin America.
• A thorough knowledge of global personal lines insurance products, claims processes and operations.
• At least fifteen years diverse experience of high frequency claims management including Auto and Residential across varied product lines and distribution channels.
• Commercially focused with a sound understanding of business models, product and distribution strategies.
• Experience of successful design and execution of digital and automation solutions
• Highly literate in data and technology with strong analytical skills.
• Able to drive and manage transformational change and innovation.
• Proven effective leadership and people management skills and excellent interpersonal, written and oral communication skills.
• Financially astute; strong decision-making and prioritization skills.
• The ability to create and execute strategy in a complex, fast paced, matrix environment.
• Demonstrated ability to set and meet challenging objectives derived from and in support of strategic goals.