Claims Controller in London

About us

Our client a specialty Insurance and Reinsurance company are recruiting for a Claims Controller to join their expanding Claims Operations function.

This role would a strong conduct, compliance or regulatory focused individual ideally with some previous exposure to claims.

The role

• To support and execute on the deliverables of the defined group claims strategy to enhance technical and operational performance, quality, and outcomes for policyholders.
• To drive and support continuous operational improvement across the global claims function and associated internal departments.
• Contribute to the development and implementation of a global claims control framework with related tools, methods, and processes to provide assessment and action that enhances quality and performance
• Contribute to and support claims governance and compliance ensuring adherence to global regulatory and legislative standards.

Key accountabilities

• Support the development and delivery of the group claim’s controls, related framework(s) (incl. TPAs) & governance
• Support the development and delivery of a global service excellence framework, to provide a systemic and thematic quality assessment of claims against regulatory and legislative standards, and Aspen’s standards and KPIs
• Support and oversight the controls, processes, and performance of outsourced partners and providers
• Support the global claims function in the development and delivery of service excellence via the management and delivery of: o Governance & controls o Claims control framework o Quality assurance and audit o Thematic reviews o File/Peer reviews
• Support and deliver client & customer service insights to assess performance, create an action plan of improvements, and engage and connect to our customers and their requirements
• Support the evaluation, mitigation, and reporting of controls, risks, and related processes – to surface, challenge, and mitigate risks associated with claims on a commercial, regulatory, and operational basis
• Support the testing and oversight of operational resilience risks and scenarios to mitigate risks and maintain performance on key aspects of the claim’s lifecycle
• Execute and support the peer review and audit plans, and related performance improvement actions
• Lead & support the engagement and delivery of external and internal audits, enhancing the performance outcome of claims
• Support and management of key controls that are needed to maintain claims service via a group claims training & development framework and programme

Strategy and Planning

• Contributes to, monitors and advises on the plan developments and changes in order to ensure relevancy, compliance and optimal delivery against strategy and objectives
• Assists in the preparation and implementation of the operational strategy to ensure alignment with wider business strategy and reflect key priorities.
• Determines own work priorities and activities in line with agreed plans to ensure the achievement of the function’s objectives.

Skills & experience

Knowledge And Experience

• Extensive and relevant knowledge of the demands of an operationally focused role in a highly regulated environment, including experience and a deep understanding of claims, conduct, fair value, and complaints
• Extensive experience of working with and supporting multiple lines of business across geographies with differing regulatory and legislative standards
• Deep experience and a proven track record of supporting and managing initiatives that deliver process improvement and generate efficiencies
• Strong understanding of technical claims handling and the process, across multiple lines of business and geographies
• Experience and a proven track record of risk management and performance improvement via preventative and proactive controls and processes
• In depth experience of working in a Claims environment within a specialized/complex Claims area
• ACII (equivalent) qualified or progress towards completion of insurance qualifications