Job Overview

The Head of Claims oversees a team of People Leaders who are responsible for a team of Claims Specialists, in the areas of Claims analytics, support, fraud and vendor management. You will be responsible for leading a team of Claims professionals who oversee the day to day activities of each of the team. You will establish and oversee embedding appropriate frameworks; understand performance through measurement and analytics; and drive continuous improvement initiatives across claims handling teams, to deliver optimum claims settlement outcomes and reduce the cost of claims.

Job Responsibilities

In partnership with the Management team, you will lead these key claims functions, ; manage performance, contribute to build and develop technical proficiency and expertise amongst the team; and promote high performance. The areas of responsibility of the role holder are as follows:

Claims Change Team

The Claims Change Team plays a key role in delivering the changes and improvements required to achieve FBD’s Claims Department’s intent to keep our promise by making good the losses incurred by customers and claimants in the most effective and efficient way possible. Claims improvement projects include a mix of initiatives of varied scale, scope and complexity

Anti-Fraud Claims Investigation Unit

The Claims Investigation Unit aims to minimise FBD’s exposure to fraud by ensuring only valid claims are settled at fair value. The role holder will manage the team that provides a range of services and uses a number of tools to ensure we prevent, detect and investigate claims fraud.

Claims Analytics and Management Information Team

The Claims Analytics and MI Team is responsible for providing Claims, other business units and key stakeholders data analysis to understand trends, assess performance and inform the direction.

Claims Vendor Management Team

The Claims Vendor Management Team is responsible for ensuring our vendors provide excellent service and value to meet FBD and the customers’ needs.

Job Responsibilities

Education

• Third level degree and or professional qualification in an Insurance, Accounting, Auditing or Risk Management discipline

Experiences

• A minimum of 4 years’ experience at management level in a large financial services / insurance organisation.
• Experience and ability in delivering change through technology and a proficiency or understanding of systems and technology at a strategic operating level
• Technical claims handling expertise an advantage

Competencies

• Proven leadership and excellent people management ability (in particular of teams comprising of Fraud, Leakage and Quality Assurance Specialists)
• An in-depth understanding of operational processes within the financial services industry
• A process improvement mind-set and demonstrable experience in delivering process improvement and change
• Proven ability to implement and oversee quality assurance and control frameworks
• Demonstrable experience of driving individual and team performance and a proven results oriented approach to service delivery
• Ability to motivate others to deliver enhanced performance & problem solve.
• Ability to think strategically and interpret high level strategic objectives into operational initiatives and practice.
• Numerate with excellent analytical skills & communication skills
• Strong interpersonal skills with ability to work with all levels across various claims teams and cross-functionally. You will have proven ability to influence, organise, motivate and get buy in from people outside their direct reporting line.

MCC

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FBD is an inclusive Equal Opportunity employer that considers applicants irrespective of their age, gender, ethnicity, culture, religion, language, sexual orientation, ability, disability and social circumstances.