Claims Product Manager

Reporting to: Head of Claims Performance

Position Type: Hybrid, 3 days in the office 2 working from home

Why: Standing still is not an option in the current world of Insurance. TMHCC are one of the world’s leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people and delivering on our commitments are at the core of our customer values, and so is a desire to grow and provide creative and innovative solutions to our clients. To support this desire, we need to be forward-thinking and innovative in every respect. That means continually improving our customer-focused business, it means providing system, solutions and technology to enable seamless growth and business innovation, and it means having the best people capability to apply to these challenges.

Job Purpose: TMHCC is seeking a Claims Product Manager to join our Claims Performance Team which underpins our Claims Department. This role will report to the Head of Claims Performance who is responsible for developing effective operational and change strategies that empower our claims teams to work safely and efficiently, while enabling agile, insight-driven decisions that foster continuous improvement and enhance overall performance. The purpose of this role is to help shape the Claims Change Team, to ensure correct processes are in place, to help deliver on the strategic direction and provide a holistic view of change across claims. This role is fully dedicated to the management of the claims products and change team and will work closely with the IT function. You will be guided by both the strategic priorities set and the roadmap you agree with the Head of Claims Performance. You are accountable for delivery of product value. With your accountability, you will manage (not line manage) your team members, alongside your Engineering Delivery Lead who will share responsibility and direction for specialist business and IT skills and delivery within the team under your guidance. You will need to get the best out of your evolving team and help empower them to embed the changes needed operationally to support our Claims function. You will be part of a forefront business transformation towards a new way of operating, that centres upon empowerment around the business’ needs and adopts increasingly agile ways of working.

Key Responsibilities:

• Support the Head of Claims Performance in the development of Product Strategy, forming strategies which align with the business needs, encouraging proactive thinking.
• Follow the product vision and strategy, leading your Product Team to deliver product features and changes.
• Develop a good understanding of customer needs and wants by input from stakeholders and interpret research and feedback, working with your business analysts, and use this insight to inform product features and changes.
• Assess business value, develop cases, and prioritise user stories, epics, and themes to ensure work focuses on those with maximum value that are aligned with the product strategy.
• Work closely with the Claims Team to create and maintain a product backlog according to business value; manage the backlog items and prioritise them based on business value and a clear understanding of dependencies.
• Promoting innovation across our operational strategies to ensure we are delivering the latest benefits.
• Maintain the portfolio view of all projects and initiatives impacting claims.
• Understand the spend for change across the Claims function, and the benefits against that spend.
• Develop resourcing requirements and availability for the whole of the team.
• Ensure project solutions meet business needs and ensure delivery of objectives and benefits.
• Manage interdependencies with other initiatives and liaise with other relevant sponsors.
• Continue to instil a culture of continuous improvement and ‘end to end process’ thinking.
• Use a collaborative approach when working with others.
• Assist facilitation of relationships with teams outside of claims - Finance, IT, Enterprise Change, Reinsurance, Underwriting, and others.
• Help to represent Claims as a stakeholder on other projects originating from Enterprise Change.
• Keep people informed about the development and performance of the claims products.
• Mitigate impediments impacting successful Product Team completion of its release or sprint goals.
• Manage Product Team budget (headcount/capacity and finances).
• Meet with product stakeholders as needed, e.g., PO, customer service, operations, product developers & support leads.
• Represent customers on the Product Team and use their feedback to inform continuous improvement.
• Demonstrate innovative ideas and features to stakeholders.

Performance Objectives for first 6 months:

• Formulate and lead the Claims Product team in collaboration with IT.
• Deliver change focussed on quick wins that save time in the lifecycle of a claim, introducing automation, APIs and small changes in the core systems.

Skills and Experience Specification:

• A working knowledge of a claims function and relevant experience of claims IT systems and processes. London Market experience preferred.
• Professional approach and Delivery of Work Product.
• Proven understanding of project delivery approaches and methods.
• Skilled at structured problem solving, not intimidated by large and complex problems, but able to analyse, breaking them down and solving them piece by piece while keeping sight of the overall ‘big picture’. Ultimately being able to communicate rationally to non-technical stakeholders the path to the solution.
• Familiarity with a variety of Agile delivery frameworks e.g., Scrum, Kanban, DSDM.
• Problem ownership - ensure that the right actions are taken to investigate, resolve and anticipate problems. Lead the investigation of problems and implement solutions and preventative measures.
• Product ownership - experienced in applying tools, terms, and concepts in a variety of ways. Able to be flexible, consider new ways of working and adapt to change.
• User focus – an expert at understanding and anticipating user needs to manage the Product Team’s priorities more effectively. Gathers user and stakeholder feedback. Understands the difference between user needs and wants. Can prioritise and define approaches to understand user needs and wants (e.g., user story) and can offer recommendations & guide others on the best tools and methods to be used.
• Energy, enthusiasm and persistence.
• Ability to influence others.
• Methodical approach to problem solving.
• Solution focused.
• Drive and commitment to achieve individual, project and team objectives.
• Focus on timely delivery of quality outputs.
• Excellent communication and interpersonal skills.
• Person who is willing to challenge assumptions and the status-quo.
• Ability to build effective teams.
• Assertive but sensitive to conflicting demands on others.
• Able to apply knowledge and experience in different situations.
• Commitment to development of self and others.
• Strong written and verbal communication skills, with proven ability to vary approach and so ensure that the method of communicating any message is tailored to the intended audience.

What We Offer: The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of companies is an equal opportunity employer.