Claims Manager

3 days ago

Sydney, Australia Canopius Full time

The purpose of the Claims Manager is to act in accordance with, drive, and further the aims set out in the claims vision: “_to continually push the boundaries of customer excellence through an empowered, collaborative and innovative approach to claims; to be the envy of the market_”, always demonstrating and upholding the Canopius claims values.

**Claims Strategy**
- To report to the Head of Claims Asia Pacific with oversight of the claims portfolio
- To support the Head of Claims Asia Pacific and other senior leaders in the implementation of the claims strategy and to work collaboratively with other members of the global claims team.
- To continuously look for better ways of doing things and to suggest process or other enhancements, where appropriate.
- Contribute to project work, when required.

**Proactive claims management**
- To develop a thorough understanding of the underwriting and claims portfolio across the classes of business.
- To proactively manage the claims portfolios and handle claims through initial notification, investigation, resolution, interim and final payments within authority levels in accordance with Canopius’ claims vision, the Canopius Claims Practice and Procedures and all regulatory requirements.
- To drive excellent claim outcomes and monitor results, ensuring that the portfolio is appropriately reserved at all times.
- Monitor the profitability of the accounts in your portfolio by reviewing the actual versus expected and provide meaningful input into claims MI reports, monthly tracking meetings and quarterly reserving meetings, and to flag areas of the claims portfolio that are underperforming to underwriters, actuaries and management;
- To act as the referral point for claims within your portfolio and to have in place an effective process ensuring that potentially significant claims or claims issues are escalated to the Head of Claims Asia Pacific, for input on strategy and/or reserving.
- To provide high quality reporting on claims, for example in weekly movement reports and monthly claims reports.
- To drive high performance, evidenced by ensuring that claims are handled within your claims authority at all times, in accordance with the Canopius Claims Manual, meeting all regulatory requirements, ensuring that controls are operating effectively and by achieving Key Performance Indicators.
- To ensure that all recovery, salvage and subrogation opportunities are identified and exploited.
- To ensure effective oversight of Third Party Assistance providers and outsourced service providers who provide services in respect of your team, flagging and remediating any issues of concern.
- To ensure effective oversight and control of any outsource partners who may contribute to the handling of claims in your portfolio

**Collaboration**
- To demonstrate and ensure effective, appropriate and meaningful collaboration between you and key internal customers within Canopius (underwriting, actuarial, outwards reinsurance, finance, senior management, cat management, risk, compliance, operations, HR and all other stakeholders).
- To develop and maintain key relationships with key customers internally.
- To add value and work with claims staff in other Canopius offices where there are areas of overlap, to share learns and relevant information.
- Close and collaborative working with underwriters to help them to develop business in accordance with their business plan.
- Be able to contribute to the winning of business and act as a brand ambassador for Canopius.
- To proactively develop and maintain relationships with key external customers (key brokers, and where relevant, coverholders and insured) and to ensure regular interaction with them, seeking feedback on your team’s performance.

**Market representation**
- To establish and develop a network of peer contacts at other organisations in the market.
- To ensure that you keep up to date with market issues that may impact you and to ensure that these are flagged internally.

**Competencies and qualities to be demonstrated**
- Lead by example and role modelling the Canopius claims values.
- Technical competency and expertise; a desire for excellence and high personal standards.
- Excellent, impactful communication - open, honest, warm and respectful.
- Acting with honesty, integrity and fairness at all times.
- Willingness to take responsibility and accountability. Delivering on promises.
- A positive, enthusiastic and confident disposition.
- Willingness towards professional development (own and potential future team).
- Demonstrate commitment to the organisation, team and role.
- Self starter, self motivated and driven.
- The ability to drive change.
- Proactivity and using own initiative.
- Professional approach to interact appropriately with Canopius management and customers
- Customer focused and understanding the need for service

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