Head of Claims - Asia Pacific

Canopius • Permanent • Singapore • 1w ago

Job Description

The Role

The primary focus of this role is to ensure delivery and maintain oversight of an effective, efficient and value adding claims proposition to the APAC Regional Business Unit, ensuring outcomes support the strategic objectives of the APAC business and the Group.

The Head of Claims, APAC, will play a critical role in shaping and delivering claims strategy for APAC, whilst focused on driving a culture of continuous improvement. To lead and manage the APAC claims team, based in Singapore and Australia, to act in accordance with, drive, and further the aims set out in the claims vision: “to continually push the boundaries of customer excellence through an empowered, collaborative and innovative approach to claims; to be the envy of the market”, always demonstrating and upholding the Canopius claims values.

An active member of the APAC Executive Committee, this person will be expected to demonstrate solid leadership, work collaboratively with other members of the APAC leadership team to support and drive delivery of the APAC business unit’s goals. They will provide input on strategic issues regarding the APAC business unit, outside of claims, and provide support to the APAC CEO.

Responsibilities include but not limited to:

Claims Strategy

To support the APAC CEO and other senior leaders in the development and implementation of the claims strategy and to work collaboratively with other members of the claims leadership team in London and other offices.
To recruit and manage additional resource to handle the growing claims portfolio and support the underwriting growth strategy for the region.
To suggest and develop process or other enhancements, where appropriate.
To continuously look for better ways of doing things, drive and implement change.
Contribute to and deliver on project work, when required.
To manage your divisional claims budget in the interests of Canopius and ensure you maintain appropriate oversight of the budget throughout the year, flagging any likely deviations from it.

Team Performance

To drive high performance by every member of your team, in Singapore and Australia, and to achieve this through.
Setting your team's goals and objectives and reviewing progress towards them.
Motivating your team members through effective one to ones and team meetings; and
Proactively considering their development, giving constructive feedback on performance and proactively addressing any performance issues.
Where appropriate, flag and remediate (with appropriate approval) resourcing issues, skills gaps, learning needs (soft skills and technical) and key man dependencies.
To delegate effectively and provide the necessary support where required.

Proactive claims management

To develop a thorough understanding of the underwriting and claims portfolio across all classes of business within your division.
Proactively managing the claims portfolios within your division, driving excellent claim outcomes and monitoring results, ensuring that the portfolio is appropriately reserved at all times.
Ensure compliance with industry regulations and minimum standards and flag any concerns to the Head of Claims.
Have oversight of the use of external service providers and TPAs.
Monitor the profitability of the accounts in your portfolio by reviewing the actual versus expected and provide meaningful input into claims MI reports, monthly tracking meetings and quarterly reserving meetings, and to flag areas of the claims portfolio that are underperforming to underwriters, actuaries and management.
To provide effective supervision of, and if appropriate handling, the higher value, complex claims within your portfolio.
To act as the technical and relationship referral point for claims within your portfolio and to have in place an effective process ensuring that potentially significant claims or claims issues are escalated to you (and, where appropriate, to others) for input on strategy and/or reserving.
To provide (and ensure that your team provides) high quality reporting on your claims portfolio, for example in weekly movement reports, monthly claims reports and quarterly claims board reports.
Other duties may be assigned.
To drive high performance to be evidenced by ensuring that your team handles claims within their claims authorities at all times, in accordance with the Canopius Claims Manual, meeting all regulatory requirements, ensuring that controls are operating effectively and by achieving KPIs as set.
To ensure that all recovery, salvage and subrogation opportunities are identified and exploited.
To ensure effective oversight of TPAs and service providers who provide services in respect of your portfolio, flagging and remediating any issues of concern.
To ensure effective oversight and control of any outsource partners, including WNS who may contribute to the handling of claims in your portfolio.
To flag any issues of concern to the APAC CEO.

Collaboration

To demonstrate and ensure effective, appropriate and meaningful collaboration between you and your team, and key internal customers within Canopius (underwriting, actuarial, outwards reinsurance, finance, senior management, cat management, risk, compliance, operations, HR and all other stakeholders).
To develop and maintain key relationships (and to drive and oversee your team’s relationships) with key customers internally.
To add value and work with claims staff in other Canopius offices where there are areas of overlap, to share learns and relevant information.
Close and collaborative working with underwriters to help them to develop business in accordance with their business plan.
Be able to contribute to the winning of business and act as a brand ambassador for Canopius.
To proactively develop and maintain relationships, and drive and oversee your team’s relationships, with key external customers (key brokers, and where relevant, coverholders and insured) and to ensure regular interaction with them, seeking feedback on your team’s performance.

Market representation

To establish and develop a network of peer contacts at other organisations in the market and to ensure that Canopius is adequately represented and has a voice at market committees and associations relevant to your claims portfolio.
To ensure that you and your team keep up to date with market issues that may impact your claims portfolio and to ensure that these are flagged internally.

Skills and Competencies

Strong leadership capabilities; leading by example and role modelling the Canopius claims values.
Strong technical competency and expertise in P&C line; a desire for excellence and high personal standards.
Minimum 10 years of experience in handling complex loss in General insurance.
Excellent, impactful communication – open, honest, warm and respectful.
Working collaboratively.
Acting with honesty, integrity and fairness at all times.
Willingness to take responsibility and accountability. Delivering on promises.
A positive, enthusiastic and confident disposition.
Willingness towards professional development (own and team).
Demonstrate commitment to the organisation, team and role.
Self-starter, self-motivated and driven.
The ability to drive and implement change.
Proactivity and using own initiative.
Professional approach to interact appropriately with senior management and customers.
Customer focused and understanding the need for service delivery.