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Test Job 

What you’ll do

• Directly manage leads in their service tier while providing regular, actionable, and goal- oriented performance feedback to achieve desired claims service outcomes in the region. Note: this may require the report management of team leads based in ‘satellite’ offices.
• Clearly communicate direction and goals while providing regular coaching for performance and career growth.
• Provide leadership and guidance to teams that are responsible for complex tasks. 
• Support and hold teams accountable for the effective handling of escalated and/or complex investigations required for urgent or sensitive claims issues. 
• Represent Claims Operations for their region by speaking directly or in-person with user(s) who have experienced an urgent or high-value claim or other insurance related issue, in partnership with Trust Risk Management (TRM) and the Global Claims Strategy Team.
• Represent Claims Operations and act as a decision maker when a cross-functional working group is convened by TRM in response to an active claims case. 
• Work with CS Workforce Management and Business Analytics teams to ensure capacity plans are designed to meet desired service outcomes across internal and partner teams and/or in consideration of local market/business needs.
• Communicate claims service performance across internal and partner teams to regional stakeholders, in partnership with CS Leadership, Service Managers, and/or Global Engagement Managers for their region.
• Review, synthesise, and present findings from technical or complex data analysis related to functional claims or property security trends specific to region or market.
• In partnership with CS Shared Services and Claims Service Manager, manage delivery and execution of initiatives to drive continuous claims service improvement within their region.

What you need to succeed

• Bachelor’s degree or equivalent; Master’s degree or certifications in any of the following preferred fields is a plus: statistics, actuarial science, business administration, economics or finance related fields, operations management, insurance and risk management
• At least 8 years of experience in an operations-related role
• At least 4 years of experience in a claims or crisis-related role, with a minimum of 2 years in a senior level role managing team leads and front-line staff, with immediate experience in: 
• Dispute resolution in an e-commerce, claims, or insurance related field
• Experience in the deployment of resources to manage real-time crisis situations
• Experience setting operational or functional targets or performance goals
• Experience leading cross-functional or cross-regional collaborative teams, with immediate experience in any of the following: 
• Identifying and actioning performance trends for continuous improvement
• Interfacing with training, business process improvement, or quality assurance teams
• Experience working with policy, legal, public relations, or similar teams, with related experience in:
• Budgeting, accounting, and forecast analysis related to financial accruals, reserves, etc. 
• Insurance risk management, claims management, or other dispute resolution experience
• Desired, certifications in any of the following or their local equivalents: 
• Certified Insurance Service Representative (CISR)
• Chartered Property Casualty Underwriter (CPCU) designation
• Certified Risk Manager (CRM)
• Associate in Personal Insurance (API)
• Certified Professional Public Adjuster (CPPA)