Job Description

Position overview
The Head of Claims will play a critical role in managing the Claims Department, ensuring the effective and efficient handling of marine insurance claims. Reporting directly to the Claims Director who holds overall strategic accountability, this role requires a deep understanding of marine insurance and important business processes within a captive managing agent, strong leadership capabilities, and the ability to make informed decisions in complex situations. The Head of Claims will have delegated authority to manage the day to day operations of the Claims Department as well as to play a vital role in the strategic long term planning of the Claims Department. This therefore includes authority to make decisions on significant claims, lead the team, and be accountable for and report on the department's performance.
Key responsibilities
2.1Claims managementOversee the investigation, evaluation, and settlement of all claims as per the binder agreement. Delegate authority to his/her direct and indirect reports (consisting of claims managers, claims handlers and other staff) to handle routine claims, while personally managing high-valueand complex claims. Ensure claims are processed in a timely and accurate manner, adhering to company policies, regulatory requirements and market standards. Review acute, high-value and/or complex claims and provide guidance on amongst others coverage, claims strategies and next steps to be taken, liabilities, settlement issues and subrogation recoveries. Identify claims trends and ensure they are shared with the relevant stakeholders and followed-up on correctly by the Claims Department

2.2Team leadershipLead the Claims Department by delegating responsibilities, setting performance expectations, KPIs and targets, and ensuring accountability. Ensure understanding within the Claims Department on the overall Company's Strategy, Objectives and Priorities, and the Claims Department's role in this. Maintain and enhance cross-country and cross-product cohesion of Claims service and opportunities for synergies, whilst recognizing local market differences and nuances. Identify needs for support, training, and development opportunities of members of the Claims department. Work with other departments (e.g. HR L&D) to organize initiatives to address these needs. Foster a collaborative, knowledge-driven and productive work environment, promoting teamwork and continuous improvement. Conduct performance evaluations and provide constructive feedback to team members.

2.3Client and stakeholder relationsMaintain strong relationships with clients, brokers, surveyors, and other external stakeholders. Maintain strong relationships with key internal stakeholders, such as Underwriting, Country Managers, members of the Management Board and other governance bodies. Represent the Claims Department in various governance body meetings. Delegate routine client inquiries and concerns to appropriate department members while handling escalated issues personally. Represent the company at industry events, conferences and meetings as needed.

2.4Strategic planningEnsure the Company Strategy is fully embedded into the Claims Department and reflected in the Claims services delivered. Together with the Claims Director, drive the development and implementation of initiatives and objectives. Lead the analysis of claims data and trends, both proactively and ad-hoc, to identify opportunities for process improvements and cost savings and to be able to share portfolio insights with relevant stakeholders. Contribute to the development of policies, procedures and best practices for the claims department. Manage the budget and capacity of the Claims Department, closely aligning with local Claims teams and business stakeholders, to ensure Claims capacity is at par and the Department's potential maximised, considering current portfolio size and commercial ambitions. Identifying important developments in the market and relating these to any potential opportunity or threat towards the Claims department and claims service delivery. Take ownership of improvement initiatives within the Claims Department, end to end from business case definition to delivery and organizational implementation.

2.5Compliance and risk managementEnsure compliance with industry regulations, legal requirements and internal policies. Delegate risk identification and mitigation tasks to team members, ensuring thorough oversight. Keep abreast of changes in relevant laws and regulations, and advise on their impact.

2.6Reporting and analysisPrepare and present regular reports on claims activity, performance metrics, and financial impact. Monitor claims key performance indicators (KPIs) of internal and external claims handling (e.g. TPA's), and implement corrective or preventative actions when targets are at risk. Understand developing / emerging reporting needs and opportunities, enhancing available Claims reporting to continuously develop value derived from reported insights. Delegate analysis and reporting tasks to team members, ensuring accuracy and timeliness. Ensure the relevant stakeholders are informed correctly about large claims and relevant developments.

Conduct Rules
The role holder will also be expected to perform to the highest of standards and in accordance with the Conduct Rules as specified by the regulator. Key characteristics are that:You must act with integrity You must act with due care, skill and diligence You must be open and co-operative with the regulator You must pay due regard to the interests of customers and treat them fairly You must observe proper standards of market conduct

Key Performance IndicatorsDelivery of the vision, culture & team plans across the Claims Department. Claims staff engagement, retention of key staff and satisfaction within the branch. Delivery of Claims-specific initiatives, in line with respective project plan. Delivery of reliable value input into governance bodies and business processes. Delivery of high-quality, pragmatic claims service to our brokers and clients. Monitoring of and delivery on the business plan: Loss Ratio. Monitoring of and delivery on the business plan: Expense Ratio (for Claims staff and associated costs). * Client and broker satisfaction in relation to Claims services.