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Chief Claims Officer, SG


Job Summary

Looking for a career that will excite, challenge and inspire you? Thinking about insurance? Perhaps you should. Working for us is a totally different experience to what you probably expect. How do you feel about the things you truly love? Don’t you want to protect them in the best way possible? Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. This is no easy task. In today’s interconnected world, tackling risk is fast, unpredictable and invigorating. You’ll have to think on your feet as you manage risks big and small, from flooding to cybercrime. You’ll be tackling issues like these in over 170 countries. It’s a big challenge, but you’ll have a truly diverse network helping you. As part of an international team, every day would provide opportunities to learn, grow and share ideas.

As you make an impact across borders, you’ll feel the support of being part of a strong and stable company. A long-standing player in the insurance industry, we make every effort to address the career development needs and plans of our employees to ensure their success in the future.

 So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.

Job Qualifications

  • Bachelor’s degree (or equivalent) and 5 or more years of   experience in the management function in Claims
  • Customer first mindset and experience in driving change management through strong communication and interpersonal skills.
  • Execution focused with ability to look zoom-in and zoom-out of complex business situations and challenge the status-quo
  • Ability to drive outcomes, Strong influencing and persuasion skills with a broad range of internal clients, specifically executives and/or senior management and in countering opposition with valid reasoning
  • Strong people management and leadership experience with track record of directly communicating with and managing expectations of the team, and both internal and external stakeholders



Key Responsibilities

  • Main duties include analyzing and reviewing complex data from multiple sources to make informed, authoritative technical/professional recommendations in order to improve claims performance in the medium and longer term through the delivery of superior claims services and products.
  • Raise the standard of claims, enhancing customer satisfaction/loyalty and retention of the customer base, aligning the country claims strategy with the Group and the Regional strategy while maintaining the governance framework.
  • Lead the implementation of complex projects, typically as part of a major change or business improvement initiative involving multi-disciplinary teams and timescales in excess of one year.
  • Be an overall owner with a collaborative and engaging approach to bring key stakeholders on the journey
  • Establish and agree key performance targets and financial budgets for claims work unit in order to optimize business performance in line with set objectives.
  • Educate and influence senior colleagues to enable the execution of all relevant policies and governance processes to ensure that the business is not exposed to undue risk.

Performance Management Accountabilities

  • Lead a diverse functional team, setting objectives, reviewing performance and participating in selection/promotion decisions to ensure that staff have the necessary skills and understanding to deliver the team's objectives.
  • Model behaviors that demonstrate commitment to corporate values.
  • Create and lead high-performing teams and complete performance management cycle for direct reports. Create people management plan to ensure human capability is in place as part of business planning process. Resolve significant business issues by creating teams of appropriate internal and external resources.
  • Take action to manage own personal development and encourage others to do the same.
  • Ensure customer service delivery is in accordance with our service standards as measured by TNPS
  • Deliver and execute on the claims strategy and KPIs /scorecard.

Business Accountabilities

  • Develop processes and review policies relevant to claims discipline to ensure they are in line with strategic business objectives.
  • Manage relationships with key internal stakeholders across segments in order to identify opportunities for service improvement to ensure commercial viability and customer satisfaction.
  • Drive the creation and maintenance of an overarching customer/broker/market claims engagement strategy in conjunction with other parts of the organization to maximize commercial success and customer satisfaction.
  • Participate in leadership team meetings of assigned area to provide specialist claims guidance and enable the implementation of policy, projects and change initiatives in line with local requirements.
  • Control and maintain mechanism for capturing and recording customer documentation to ensure audit trail and good governance and to be able to report to the business in relation to claims performance.
  • Oversee change within claims, ensuring different initiatives across the organization are aligned to business goals and are delivered successfully.
  • Source, select and manage the relationship with claims vendors in line with Claims Vendor strategy.
  • Identify and analyze the medium to long term training needs of the claims function to minimize inconsistencies in claims management practices and develop capability of the Claims function
  • Working with Exco; being the member of Ex committee and promoting claims within that space as a stakeholder.

You are the heart & soul of Zurich! 

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. 

Let’s continue to grow together!


  • Location(s):  SG - Singapore 
  • Remote working:
  • Schedule: Full Time
  • Recruiter name: Ahona Adhikary
  • Closing date:

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