Job location: Hong Kong or Singapore
Manage members of Liberty's Claims team to deliver a consistently excellent service to Liberty's insureds, brokers (including key clients) and Integrated Business Unit across the full suite of Commercial & Specialty products. Support the team to pro-actively investigate claims, determine coverage, address quantum issues and explore recovery prospects early. Ensuring the team communicates effectively both internally and externally, is technically sound and commercially pragmatic. Maintaining team-wide adherence to Liberty's reserving philosophy. Embed Liberty's One APAC culture and brand, enabling Liberty to successfully engage the market as one business across Asia. Champion the Integrated Business Unit to continuously improve our business, from risk selection through to technical insights and process improvement. Support the profitable, differentiated growth of Commercial & Specialty products in new and existing markets by facilitating technical collaboration, the sharing of best practice and enabling training and development. Be an ambassador for the Liberty Claims Value Proposition.
Responsibilities:
- Attract, retain, develop and manage a team of direct reports from across the full suite of Commercial & Specialty products effectively by setting appropriate goals, providing regular coaching and feedback, identifying development gaps, mentoring and leading by example and ensuring adequate communication across the team.
- Manage the needs and expectations of, and effectively communicating with, your own manager(s) and internal and external stakeholders.
- Guide and structure the team to ensure they deliver technically superior, commercially pragmatic claims solutions. Increase client satisfaction through superior and differentiated claims service (including as measured through key client retention and new business).
- Supervise the investigation and strategic resolution of claims within the team.
- Ensure all claims are managed in accordance with Liberty's claims handling values and processes including interpreting policy coverage, establishing, setting and reviewing reserves for indemnity and expense claims, participating directly in settlement discussions in a variety of forums, authorizing payments within scope of authority, resolving claims as expeditiously and economically as possible and identifying recovery opportunities.
- Manage the overall quality and performance of external service providers.
- Work cooperatively with other members of the Technical & Complex Claims team to support the profitable underwriting of Commercial & Specialty products in both new and existing markets. This will include training, development, technical referrals and the sharing of knowledge/best practice.
- Collaborate with management, underwriting, actuarial and other relevant business units to inform the profitable underwriting of Commercial & Specialty risks. Provide information about the existence or development of critical losses and advice about trends within relevant portfolios.
- Build Liberty's One APAC brand in market via engagement with brokers and insureds (especially but not only key clients), displaying thought leadership, commercial acuity and market insight.
- In conjunction with underwriting, review policy terms and conditions including assisting with the production of manuscript policy wordings and endorsements.
- Participate in claims audits when required.
- Identify suspicious or potentially fraudulent claims, arranging investigation and briefing senior managers and other relevant business units/stakeholders if further action is warranted.
- Provide leadership around the need for effective communication, active listening and the ability to influence internal and external parties
- Demonstrate a commercially aware negotiation style and the ability to manage the expectations of various stakeholders during the process of dispute resolution.
- Provide ongoing technical support to all team members, assisting with claims administration and reviewing work output as needed.
- Ensure Liberty remains fully informed and receptive to change by monitoring industry, market and legal trends and providing recommendations for change strategies.
- Ensure compliance with all legal, statutory and corporate policy requirements on a timely basis.
- Demonstrate behavior at all times in line with the Liberty Mutual core values.
- Ensure compliance with all applicable legal, statutory and corporate affairs requirements.
- Perform other related duties as assigned by management.
Experience & Skills:
- Tertiary qualifications in a related discipline, including but not only Law, would be desirable.
- Significant claims management experience in the Insurance or Legal industry essential.
- Management/leadership experience desired
- Sound knowledge of relevant legislation and demonstrated ability to understand and apply legal principles to the management of claims.
- Excellent working knowledge of PC based systems and applications such as Outlook, Microsoft Word, Excel, PowerPoint and database systems for managing contacts, schedules and calendars is required.
