Head of Claims

Head of Claims

We are somewhat different

Hannover Re - more than 3,500 employees at locations all over the world.

Our strength? Connecting Power: We rely on each other.

As a reinsurer, we protect customers in the event of a claim. This requires customised, innovative solutions. Solutions that worked yesterday may be outdated tomorrow. We challenge ourselves and continuously optimise our services, advice and products. All this makes us one of the leading and most profitable reinsurance groups in the world as well as a reliable employer.

We are a major player in the Life & Health reinsurance market in Australia and New Zealand and we have the benefit of being small and nimble but with the financial backing of one of the largest reinsurers in the world. We currently have an exciting opportunity in our Life & Health subsidiary in Sydney which plays a major part in the success of Hannover Re globally.

**You can look forward to**

The Head of Claims is a senior management position with responsibility for ensuring the smooth, efficient and effective operation of the Claims Operations (Claims Handling & Settling Services, Claims Assessment and Claims Administration) teams in line with the AFSL on Claims Handling Services, LICOP, customer and business needs.

This position is also responsible for the effective management of HLR Aus's Reinsurance and Technical Claims services in delivering claim capabilities required to support HLR Aus's reinsurance and primary insurance businesses and on specific claims topics for both HLR Aus and the broader industry.

In this role, you will be required to hold the position of a Responsible Manager under the AFSL and ensure compliance with AFSL obligations.

Duties and Responsibilities:
Claims handling
- Ensure strong operational management disciplines and delivery of required activities
- Adhere to LICOP and AFSL Claims Handling & Settling requirements
- Develop and implement claims management strategies for Reinsured and Direct business lines and cover types
- Maintain and actively manage delegation of authority to ensure strong risk management and appropriate competencies to support decision making
- Manage internal dispute resolution in line with RG271 obligations and LICOP
- Provide accurate, timely and insightful reporting to key stakeholders
- Actively and effectively manage change across the team
- Active participation in internal claims forums to discuss complicated cases

Technical Claims Services
- Provide guidance on Claims Management strategies for cedants and HLR Aus Claims Assessors, including rehabilitation and investigations
- Implement and manage Claims QA framework
- Support the ongoing uplift of claims capabilities, through coaching, training or other mechanisms
- Manage and coordinate HLR Aus's Claims Auditing process of ceding companies
- Provide advice concerning claims management
- Ensure data quality and governance requirements are actively managed
- Ensure clear documentation and active management of key controls across direct and reinsured claims business processes
- Manage client issues relating to claims
- Drive the refinement and expansion of technical claims services
- Participate in Hannover's international Claims Network Group, industry forums and business tenders

**You come equipped with**

About You:
Experience & Qualifications:

- Eligible to hold and maintain the position of Responsible Manager under AFSL
- Strong technical knowledge of Life Industry products and claims handling practices
- Ability to liaise at Board and senior level and to confidently present to external stakeholders
- Strong team leadership skills, relationship building and people management skills with direct experience managing and coaching leaders
- Strategic thinking capabilities and ability to deliver on strategic and operational business plans with strong analytical and problem solving skills
- Executive and operational reporting experience
- Cedant claims and third-party administration auditing experience
- Working knowledge of the legal system within the claims arena in Australia
- Experience and ability to manage dispute resolution complaints
- Demonstrated experience working with Data and trend analysis
- Excellent organisation, attention to detail and ability to prioritise effectively
- Clear and effective communication both written and verbal

Personal Qualities:

- Strategic
- Resourceful
- Highly self-motivated
- Professional
- Versatile
- Diplomatic

It is a requirement that all applicants have unlimited rights to work in Australia i.e. must either be an Australian citizen or have permanent residency.

What do we offer you?
Are our values "Responsibility", "Drive" and "We-Spirit" aligned with yours? We foster a culture of respect in our workplace, supporting and encouraging respectful communication and behaviours, acknowledging differences and honouring the people we interact with, taking the time to understand their needs and perspectives.

Atmosphere: Y