Claims Manager - PET

Purpose

With management oversight, leads and directs a team of technical Claims Professionals who are responsible for medium to high complexity and exposure claims in commercial property, Global Energy and Technical property lines of business including Construction. Coordinates the work activities of the team, and has responsibility for performance, development, and coaching of staff to maximize contributions and drive employee development and operational improvements

Job Qualifications

Required

• At least 6 years’ experience within handling property claims- preferred in large and complex space – Commercial MM and Corporate, Energy and Construction
• High school diploma/GED (high school equivalency) and 6 or more years of experience in related field
• Knowledge across Zurich Property products

Preferred

• Knowledge of Leadership and People Management practices.
• Knowledge of workFlow and capacity management practices.
• IPZ Certified.

Additional Education / Experience

Related experience may include previous experience in an office environment that required computer work, organization, strong communications, customer service and negotiation, experience gathering data, designing and testing solutions to problems. Building team success through coaching and technical support to drive a high-performance team and maximise team productivity.

Key Accountabilities

• Drive superior claims results for medium to high complexity and exposure claims in commercial property, energy and technical lines of business by providing direction, technical guidance, and tracking in adherence to Zurich’s internal claims guidelines.
• Achieve customer satisfaction targets by building and maintaining relationships with internal and external stakeholders, customers and brokers.
• Achieve best practices by reviewing claims files, identifying trends and recommending improvements.
• Manage corporate expenses by monitoring file allocations, resources and other expenditures to ensure appropriateness.
• Ensure compliance with all legal, regulatory and internal control requirements.
• Provide claims insights to assist business units by collaborating in product development, customer/broker stewardship and prospect meetings.
• Motivate and lead a high performance team by attracting, on boarding, recruiting and retaining team members.
• Drive the performance management process by communicating job expectations, monitoring and evaluating performance, providing feedback and facilitating employee development per the company’s policies.

Job Functions

• Maintain transparent communication by appropriately communicating organization information to team through department meetings, one-on-one meetings, and other ad-hoc mediums as required.
• Create a workplace culture that is consistent with the Zurich mission, vision and Zurich Basics and be a strong ambassador for the Zurich Brand towards a brighter future.
• Maintain professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies.
• Protect Zurich´s reputation by keeping claims information confidential.
• Maintain professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies.
• Contribute to the team effort by accomplishing related results and working with other lines of businesses on projects and departmental best practice activities.
• Support implementation of the Global Claims Blueprint and embed into team new processes from the roadmap as relevant.

Performance Management Accountabilities:

• Model behaviors that demonstrate commitment to corporate values.
• Provide input into performance management discussions of project team members

Business Accountabilities

• Oversee the operational workload of team of Claims Professionals handling medium to high complexity and exposure personal or commercial claims; ensuring resources are fully utilized to deliver against agreed upon service levels.
• Monitor and review the performance and behavior of team members and take action to ensure a high performance culture, compliance with the company´s policies and codes of conduct.
• Regularly communicate organizational updates to team to ensure awareness and alignment with strategy and business priorities and foster employee engagement.
• Provide advisory services to colleagues by being point of contact, to ensure adherence to the company´s policies and processes.
• Build and measure success against customer specific claims handling protocol and/or customer proposition charter to fulfill the needs and expectations of our customers.
• Build relationship with internal and external business partners and vendors in order to drive customer satisfaction.
• Contribute to the development of processes and lead the implementation of systems and process improvements which drive consistency and continuous improvement across own area of claims.
• Oversee change within area of claims, ensuring different initiatives across the organization are aligned to business goals and are delivered successfully.