Claims Excellence Lead, APAC

Claims Excellence Lead – APAC
Location: Singapore

Role Overview
Zurich is seeking a dynamic Claims Excellence Lead to elevate APAC claims operations, champion transformation, and embed lasting capabilities across the region. As claims volume and complexity grow, this role drives operational efficiency, digital innovation, and customer-centric improvements, while leading and coaching teams through change.

Combining operational leadership with change management expertise, you will consult on regional transformation projects, develop and execute change management plans, and ensure adoption of new ways of working. By fostering collaboration, minimizing resistance, and supporting organisational readiness, you will realise measurable business benefits and ensure change initiatives are fully embedded.

You’ll work closely with regional and local teams to standardise processes, harness data-driven insights, and coach teams for continuous improvement. Your ability to influence across functions and build trusted relationships will help Zurich create a brighter, future-focused claims organisation.

Key Responsibilities

Financial Performance & Data-Driven Insights

• Provide real-time management information and predictive analytics; communicate findings and recommendations through data storytelling.
• Translate strategic priorities into clear roadmaps, milestones, and deliverables
• Track and advance benefits from initiatives, ensuring bottom-line impact.

• Enable use of data and analytics to improve claims outcomes, including efficiency, leakage reduction, and customer experience.
• Monitor and articulate financial and operational benefits delivered through initiatives; facilitate uptake of new tools through effective change strategies.

Strategic Planning & Execution

• Provide structured analysis, insights, and recommendations to support the RCCO in developing and executing the regional claims strategy, aligned with broader business goals and change management best practices.
• Coordinate and manage transformation, digitalization, and operational improvement projects, embedding change without destabilising functions.

• Lead the expansion and safe adoption of AI solutions across claims operations, ensuring deployments balance operational efficiency with robust leakage management and effective control mechanisms, supporting Zurich’s future- readiness.

Efficient Claims Processing & Change Management

• Standardise claims processes across APAC Business Units, balancing regional alignment and local needs.
• Identify, promote, and facilitate adoption of best practice digital claims solutions; coach teams to embrace new tools and workflows.
• Develop and execute change management plans to support claims transformation, creating urgency and championing new processes.
• Lead change management activities, assess risks, and support organizational readiness for large-scale initiatives.

Regional Coordination & Stakeholder Engagement

• Act as the central coordination point between the RCCO, Country CCOs, Group Claims, and adjacent functions.

• Drive effective cadence of regional claims forums, and action tracking with clear outcomes and follow-through.
• Build trusted relationships to align priorities, resolve tensions, and accelerate delivery.

Collaboration, Coaching & Talent Development

• Partner with cross-functional teams, aligning claims processes and systems with business objectives and best practices from other areas.
• Support development of analytical, digital, and change capabilities within the claims community.
• Contribute to talent development, engagement, and future-ready capability building across APAC claims.

Qualifications & Experience

• Proven ability to leverage data analytics for strategic decision-making and planning.
• Strong strategic mindset; able to shape and influence APAC claims and change strategies with a regional perspective.
• Expertise in stakeholder management, organizational capability development, and collaboration across countries/functions.
• Exceptional leadership, communication, coaching, and influencing skills to drive alignment and positive change across diverse teams.
• Cross-functional skills: business acumen, critical thinking, decision-making, and data storytelling.

Behavioural Expectations

• Demonstrate collaboration, continuous development, customer focus, innovation, and clear strategic direction.
• Foster diversity and share knowledge to deliver effective organizational change.
• Lead with expertise, agility, and proactive execution to realize business benefits.

Business Impact This role is central to delivering:

• Real-time, actionable insights to guide claims strategies and initiatives.
• Faster, compliant claims resolution through operational efficiency and well-managed transitions.
• Reduced fraud and leakage, protecting profitability.
• Enhanced customer retention through improved transparency and efficient processes.
• Optimized supplier performance and cost-effectiveness.
• Talent development and meaningful, future-focused work for claims teams.

Why Join Zurich?
Zurich is committed to creating a brighter future together. Join us to lead transformation, enable growth, and make a measurable impact across APAC claims—driving innovation and embedding lasting change for our customers and business.