- Develop and lead the claims management strategy for the business and regional claims team
- Provide effective coaching and feedback to team members, fostering a culture of continuous improvement, growth and development of skills and abilities
- Engage with specialists within the wider regional claims team in relation to claims management strategy for complex claims
- Ensure standard claims management processes are adhered to ensure consistency of the claims function regionally, including implementing process improvements that will improve efficiency and quality of service
- Conduct monthly claims control meetings to ensure effective monitoring of claims and workload of team members
- Facilitate team interaction and positive working relationships with insurer representatives
- Identify actual or potential E&O exposures for WTW and escalate accordingly
- Ensure relevant and accurate reporting is provided to key stakeholders
- Educate claims managers on how to provide advice, reporting and support to clients in the conduct, negotiation and settlement of a claim
- Guide client servicers to explain and manage clients' expectations of claims experiences throughout the claim
- Engage with all relevant parties to resolve coverage disputes
- Where appropriate conduct claims reviews with clients and periodic legacy claims audit/review
- Provide claims specific input to the client tender process
- Implement regular strategic portfolio review meetings with carriers
- Certificate IV in ANZIIF general insurance and Diploma qualification (or equivalent experience) would be highly regarded
- Extensive claims leadership experience, ideally having managed a transformation process or other large change management initiative
- Excellent interpersonal skills reflected by the ability to influence and build strong relationships with stakeholders within a matrix environment
- Strategic thinking skills to develop and implement a clear claims value proposition and operating model
- Well-developed leadership skills with the ability to build successful teams, develop people, instil ethical behaviour and manage a function to deliver an agreed set of homogeneous processes
- Highly developed technical, problem solving and planning skills
- Strong facilitation skills with the ability to use inclusive and collaborative styles to manage ambiguity and gain agreement
- Proven experience delivering high levels of client service through a large scale, multi-channel claims function
- Claims experience across multiple insurance classes including Property Damage, Marine & Liability for all aspects of the claims process
- Demonstrated success in claims negotiation and resolution processes for the benefit of Clients
- Broad operations expertise which encompasses previous knowledge of managing diverse logistical functions such as operations, IT, compliance, business improvement
- Awareness of the latest claims technology to support the business
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Regional Claims Leader - Melbourne, Australia - WTW
Description
WTW is looking to appoint a Regional Claims Leader to provide leadership and guidance to our client service teams and help develop and implement WTW's claims strategy across Australasia. The role will determine the claims management strategy, transform the claims advocacy proposition, implement process improvements and have oversight of claims management practices.
The Role
The individual will be responsible for designing, developing and implementing projects and initiatives that align with the strategic goals and direction of the Claims function. You'll manage the operations of the Claims teams across our broking business including leading, training, inspiring, engaging and motivating staff with a focus on collaboration, innovation and customer centricity. We are after someone who can share their knowledge to support the brokers and client servicers to improve the service we deliver to our clients and new business prospects.
The Requirements
At WTW, we believe that a culture of inclusion and diversity is critical to our business. It's not a separate initiative – rather it's fundamental to everything we do. We are an equal opportunity employer who is committed to fostering an inclusive work environment and embrace diversity including gender, nationality, disability, age, marital/parental status, ethnicity, gender identity and sexual orientation. We welcome applications from people from all backgrounds.
In the spirit of reconciliation WTW acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
"We are a 2022 Circle Back Initiative Employer – we commit to respond to every applicant".
