INTL Claims Manager I - CH07YY

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The position will support the Head of International Claims in the operational management of the claims function and be directly responsible for the successful service delivery for their assigned portfolio, including the supervision of associated claims personnel.

Job Responsibilities & Competence

• Supervises claims handlers in adjusting and resolving claims within the claims portfolio. Strategizes with claim professionals to develop optimal resolution objectives, utilizing creativity, technical skills, and sound judgment.
• Handle small caseload of losses; with focus on key account management and claims servicing of sensitive losses.
• Conducts allocations of claims portfolios and takes referrals from team that are not subject to further escalation criteria.
• Insures that exposure is recognized and that claims are promptly evaluated and appropriately reported internally and externally. This includes adherence to escalation criteria and the escalation of all potential large losses.
• Reviews and approves claims staff's work product relative to investigation, coverage evaluation, and resolution strategy.
• Oversees the implementation and ongoing management of claims settlement processes and techniques, claims best practices, strategies and guidelines to facilitate and support customer service excellence and coordination within the organization. Sets practices and procedures to ensure compliance to all local regulatory and legal requirements appertaining to claims.
• Continually reviews claim operations to ensure that processes are utilized to achieve optimal performance and conformance with industry best practices.
• Provides subject matter expertise and acts as claims point of liaison for claims team, internal stakeholders, vendors and external customers.
• Manages the performance of claims personnel.
• Oversees and conducts the audit of claim files for appropriate handling and documentation.
• Assists the business in providing practical and innovative claims solutions to key business accounts.
• Actively engages with and supports the business in building and marketing the claims brand with business partners. Sets and monitors Claims Marketing goals and relevant budgets for the LM P&C claims team and assists with claims marketing activities to enhance the Hartford claims brand.
• Provides training/coaching of both claims staff and external business partners on technical and non-technical areas - assesses training needs, conducts regular training sessions to meet those needs and collates training materials.
• Responsibility for vendor management - including the implementation and ongoing management of TPA/vendor networks for the claims team.
• Ensures accuracy of claims data and apprises senior management of claims trends and MI monthly reports on claim activity.
• Oversees compliance/implementation of all internal policies as they relate to the claims function and ensures claims authorities are complied with.
• Maintains strong communication with the underwriting organization in order to support the company's core business practices, including recommending strategic actions based on observed trend analysis specific to jurisdiction, case law development, and policy interpretation.
• Ensures resource models and resource planning is in place and deploys resources in accordance with business planning efforts.
• Participates in the establishment of department goals and implements procedures and performance standards to achieve these goals. This includes setting and reporting/providing MI on KPI's and key metrics and ensuring that these are monitored and met for P&C LM claims team. Where KPI's/key metrics are not being met, responsibility for setting and delivering on action plans to address performance.
• Provides budget projections for staffing, TPA and T&E spends and actively manages the assigned budget and spending.

• Knowledge of the legal, regulatory and claims environments in the London Market. Proven ability to work within and efficiently adapt to changing regulatory requirements.
• Experience of claims management for both high frequency/low complexity losses as well as low frequency/high complexity claims.
• Technical expertise in assigned product lines.
• A strong understanding of best practices in claims handling, process, efficiency, and the use of advanced systems and technology.
• Good presentation and communication skills
• Ability to work well under deadlines in a changing environment, and to perform multiple tasks effectively and concurrently.
• Sound judgment in decision-making.