Head of Claims

HR Plus; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Job summary

HR Plus, a leading general insurance provider in Hong Kong, seeks a Head of Claims to oversee the claims department, drive performance, and deliver outstanding customer service. The role demands strategic leadership, operational excellence, and cross-functional collaboration with underwriting, risk management, legal, and finance.

Responsibilities include steering a claims team, improving processes, tracking KPIs, conducting audits, and guiding complex settlements.

Qualifications

• Bachelor's degree and professional credentials in insurance or related field.
• 10+ years of experience in claims management within general insurance.
• Strong leadership experience and track record of building high-performing teams.
• Solid understanding of claims processes, risk management, and regulatory requirements.
• Excellent communication, decision-making, and analytical skills.

Responsibilities

• Lead and manage the claims department, including a team of claims adjusters and support staff, to ensure timely and accurate claims processing.
• Develop and implement strategic initiatives to improve claims management processes, enhance operational efficiency, and optimize customer satisfaction.
• Establish and maintain strong relationships with internal stakeholders, including underwriting, risk management, legal, and finance departments, to ensure effective collaboration and seamless claims handling.
• Monitor key performance indicators (KPIs) and implement performance improvement plans to achieve departmental goals and targets.
• Stay up-to-date with industry trends, regulatory changes, and emerging technologies in claims management, and propose and implement innovative solutions to enhance operational effectiveness.
• Conduct regular audits and quality control reviews to ensure compliance with company policies, industry regulations, and best practices.
• Lead investigations into complex or high-value claims, working closely with internal and external stakeholders to gather necessary information and make informed decisions.
• Collaborate with the senior management team to develop and implement claims-related policies, procedures, and guidelines.
• Provide guidance and support to claims adjusters in handling complex or sensitive claims, including settlement negotiations, litigation management, and claims dispute resolution.
• Prepare and present claims-related reports, including claim trends, reserving analysis, and loss ratios, to the executive team and other relevant stakeholders.

Skills

Leadership

Strategic thinking

Communication

Analytical

Stakeholder management

Claims management

Education

Bachelor's degree in insurance, business administration, or a related field

Tools

Claims management software

Job description

Our client is a leading provider of general insurance solutions,dedicated to delivering exceptional customer service and innovativeinsurance products. As part of the commitment to excellence, our clientareseeking a highly skilled and experienced professional to join our teamas the Head of Claims.

Job Summary

The Head of Claims will be responsible for overseeing and managing theclaims department of the general insurance division. This role requires astrong leader who can effectively drive the claims team to achieveoperational excellence, deliver outstanding customer experiences, andensure efficient claims processing and settlement.

Responsibilities

• Lead and manage the claims department, including a team of claimsadjusters and support staff, to ensure timely and accurate claimsprocessing.
• Develop and implement strategic initiatives to improve claimsmanagement processes, enhance operational efficiency, and optimizecustomer satisfaction.
• Establish and maintain strong relationships with internalstakeholders, including underwriting, risk management, legal, andfinance departments, to ensure effective collaboration and seamlessclaims handling.
• Monitor key performance indicators (KPIs) and implement performance improvement plans to achieve departmental goals and targets.
• Stay up-to-date with industry trends, regulatory changes, andemerging technologies in claims management, and propose and implementinnovative solutions to enhance operational effectiveness.
• Conduct regular audits and quality control reviews to ensurecompliance with company policies, industry regulations, and bestpractices.
• Lead investigations into complex or high-value claims, workingclosely with internal and external stakeholders to gather necessaryinformation and make informed decisions.
• Collaborate with the senior management team to develop and implement claims-related policies, procedures, and guidelines.
• Provide guidance and support to claims adjusters in handling complexor sensitive claims, including settlement negotiations, litigationmanagement, and claims dispute resolution.
• Prepare and present claims-related reports, including claim trends,reserving analysis, and loss ratios, to the executive team and otherrelevant stakeholders.

Requirements

• Bachelor's degree in insurance, business administration, or arelated field.
• Minimum of 10 years of experience in claims management within thegeneral insurance industry, with a proven track record of leadership andsuccessful team management.
• In-depth knowledge of general insurance claims processes, includingcoverage analysis, investigation techniques, and claims settlementpractices.
• Strong understanding of insurance policies, legal and regulatoryrequirements, and industry best practices related to claims management.
• Excellent leadership and people management skills, with the abilityto motivate and inspire a team towards achieving common goals.
• Exceptional problem-solving and decision-making abilities, with a keen attention to detail and analytical mindset.
• Effective communication and interpersonal skills, with the abilityto build strong relationships with internal and external stakeholders.
• Proficient in using claims management software and other relevant tools and technologies.
• Strong organizational and time management skills, with the abilityto prioritize tasks and meet deadlines in a fast-paced environment.
• Ability to adapt to changing business needs and drive continuous improvement within the claims department.