Claims Service Delivery Lead

2 weeks ago

Auckland, New Zealand Chubb Full time

Chubb celebrates diversity by fostering an inclusive, flexible and equitable workplace. We support applications from all members of our community and equitable access to our employment opportunities. We are open to discussing workplace flexibility in all our vacancies, to ensure we can attract the best candidates and accommodate individual needs, differences, disabilities and working arrangements. Please let us know if you require any adjustments to the recruitment process so we can support you to present your best self.
Chubb is a world leader in insurance. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 40,000 people worldwide. Additional information can be found at: .
Your Role: Chubb partners (outsources) with external claims management organisations or TPA (Third Party Administrators) to assist in managing claims start to finish in specific situations. Claims Service Delivery Lead (TPA), reporting into NZ Claims Manager, manage and facilitate Chubb Claims TPA outsourcing relationships.
The role requires regular engagement with Chubb internal stakeholders, Chubb Claims team and TPAs to ensure smooth functioning of TPAs while maintaining rigor in claims service Chubb is known for by assisting & resolving blockers. 
The NZ Claims Service Delivery Lead (TPA) may participate in the onboarding, insourcing &/or transitioning of TPA's onto Chubb specific system, processes and guidelines.
Your Responsibilities: This role is required to work closely with A&NZ Claims teams, various levels of internal stakeholders and external partners to manage TPA functions.
Provide technical expertise and leadership to our TPA's, ensuring that Chubb has proper oversight and supervision, guaranteeing the payment of legitimate claims in accordance with policy conditions. Ensure compliance with Chubb TPA framework – and overall, Company Policies and procedures are implemented and achieved effectively by the TPA. Monitor TPA operational reports and SLA's to identify and highlight areas for improvement from both a service delivery and compliance perspective. Support the delivery of key projects such as integration of systems, system improvements and maintenance of new features/releases for BAU activities. Collaborate with internal teams to understand their needs and identify opportunities for business and workflow efficiencies through API enablement. Liaise with external vendors for technical/software support. Engage and maintain relationships with Chubb and TPAs partners, including:
- Undertaking performance monitoring to ensure service delivered in accordance with Chubb best practice
- Review and determine appropriate delegated authority limits for TPAs
- Review and manage TPA for their performance, standards and efficiency
- Identify opportunities to streamline/improve operational TPA processes
- Conduct systems and process trainings to Claims TPA staff and act as first line of contact for TPA day-to-day queries, issues and any other requests. Participate and drive regular claims TPA audits, present findings and ensure actions are resolved within a timely manner. Review, document, and maintain various artefacts associated with TPA's, including compliance, reporting, . bordereau management and best practice documents. Maintain issue logs and records of discussions and training to resolve any impediments.

  Minimum 3 years of experience in General Insurance Claims, and lifecycle of claim is essential. Experience in Property, travel, home, or contents claims management is preferred. Experience with stakeholder management, including key relationships or partnerships is preferred. Proven ability to perform well in a fast-paced, high-pressure environment. Demonstrated flexibility and a strong ability to self-manage. Business acumen skills and understanding of the fundamental components of a claims department's operation and its associated data. Excellent written and verbal communication skills with a keen attention to detail.  Ability to interact with, and present in front of, senior stakeholders - both internally and externally. Knowledge of NZ Fair Insurance Code and other insurance regulatory, risk and compliance are desired Able to articulate Insurance business flows into process flows, system requirements and data flows Hands-on experience with office productivity tools and/or workflow management is a requirement
-Excel – Use of functions, Pivots, Charts, Data analysis; 
-Word, PowerPoint, Visio – Basic flow, swim lanes, system prototypes etc.
-Understanding and awareness of IT systems functions; IT risks, infrastructure, application development and testing is preferred. Desirable:
Analytical and report writing skills Well-developed skills in written and oral communication Effective management and business skills Strong customer service focus Broad knowledge of insurance industry and claims processes
  We offer you the opportunity to work as part of a dynamic and agile environment where continuous development is encouraged throughout your career, both locally and globally. We also offer a flexible working approach via our "My One Thing" initiative, education assistance, dress for your day every Friday, promotion of health and wellbeing (including discounted health insurance, daily breakfast and fresh fruit), and the option to enrol into the Chubb Limited discounted stock purchasing scheme.

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