Chubb Life] Assistant Director, Claims

**Definition of Department and Function**:Head of Claims department, overseeing Claims Service, Claims assessor, Claims Investigator and Third-Party Health care management.

**Position Objective**:We are seeking a talented and seasoned professional to lead Claims department, being responsible for overseeing the Claims Service, Claims assessor, Claims Investigator and Third-Party Health care management. This role requires exceptional leadership skills, a strategic & service mindset - fit for future, and the ability to ensure frictionless claims experience within this critical area (a moment of truth). The successful leader will be instrumental in driving customer satisfaction, innovating & digitalizing processes, and maintaining sound claims decision and high-quality service delivery.

**Duties and Responsibilities**:

- Leadership and Management:
- Lead, mentor, and develop the claims team to ensure high performance, engaged and happy team.
- Foster customer-centricity culture through the team and cross-functional collaboration with key stakeholders, partners to ensure frictionless customer experience, aligned with the organization’s strategic vision and mission.
- Provide strategic direction and leadership to Claims management and team to establish departmental goals, KPIs and objectives to enhance service delivery, process, efficiencies, make sound claims decision and improve claims A/E and lost ratios.
- Conduct regular performance reviews and implement training programs to enhance team skills.
- Claims Processing:
- Oversee the claims handling process, ensuring timely and accurate processing of claims.
- Develop and implement policies and procedures to streamline claims administration and improve turnaround times.
- Ensure that all claims are handled in accordance with company guidelines, industry standards, and regulatory requirements.
- Quality Assurance:
- Monitor claims quality and accuracy, implementing corrective actions as necessary.
- Address escalated claims issues and resolve complex claims disputes with clients and stakeholders.
- Analyze claims data to identify trends and areas for improvement.
- Risk Management and Compliance:
- Ensure compliance with all applicable laws, regulations, and company policies related to claims handling.
- Collaborate with the compliance team to maintain and update claims-related documentation and processes.
- Stakeholder Communication:
- Serve as the primary point of contact between the claims department and other functional areas of the organization, including underwriting, customer service, finance, actuary, legal, compliance and sales.
- Communicate effectively with clients regarding their claims status and provide exceptional customer service.
- Working with reinsurance, regional on reviewing cases, product development.
- Reporting and Analytics:
- Prepare and present regular reports on claims performance metrics to senior management. Analyze Key Performance Indicators (KPIs), monitor metrics, prepare, and present report, and conduct regular meetings to track progress and identify areas for improvement.
- Utilize data analysis to derive insights and guide strategic decision-making related to claims processes.
- Lead and organize schedule Claim Committee Meeting.
- Technology and Innovation:
- Stay current on claims management systems and technology, leading initiatives to implement new tools or enhancements.
- Foster a culture of innovation within the claims team, encouraging the adoption of best practices and new methodologies.