Job ref no.: CT3114388-01#6267

Claims, Senior Customer Management Manager

Peoplus Recruitment

About the role

  • Own the customer delivery for HK GI claims for all segments
  • Developand execute the HK Claims approach to claims customer services delivery and initiatives
  • Design and own claims part of customer journeys including technology
  • Deliver a claims promise and defines and monitors service KPI and its delivery with appropriate follow up action
  • Own and drive TNPS holistically with Close the loop and lessons learnt
  • Help to develop and reinforce a customer-centric culture across the Claims Operations, which includes the identification of the development needs of staff, access to customer information, the involvement in process design and the matching/build of appropriate customer solutions
  • Interfere where a seamless service is not provided to customers, influencing internal and external stakeholders to improve service without formal authority, including TPA
  • Complaint/Compliment tracking and integrating lessons learned into our process and/or training and making sure Compliments can be leveraged in our value propositions
  • Position HK claims as an industry leader in the HK Market, which provides overall outstanding customer services on all segments and customized relationship management services that will differentiate Zurich in the market
  • Relationship management internally and externally to advocate the Claims Roadmap and promise
  • Attend stewardship, customer, broker meetings aligned with LoB leaders for approx 20-40% of time
  • As an integral part of Customer Relationship Teams (where they exist), drives a comprehensive and consistent claims marketing strategy to help generate and promote/retain new and existing business
  • Responsible to develop and maintain relationships with our key strategic customers, agents and brokers in close collaboration with GRLs and market segment leaders

What we're looking for

  • Minimum 5 - 8 years of insurance industry experience preferably in various parts of the industry
  • Solid commercial academic background with a hands on attitude preferably and focus on delivery and ownership
  • Be able to demonstrate knowledge of insurance industry products, services, standards and protocols
  • Claims experience beneficial
  • Good understanding of general insurance processes is an asset
  • Strong network in the HK market is an asset
  • Empathic, socially aware, collaborative and astute personality preferred
  • Business astute in English, Cantonese an advantage but no must

Action now

  • Interested parties please send full resume with Current and Expected salary to [via CTgoodjobs Apply Now ]
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More job information
Job ref no. CT3114388-01#6267
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 5 years - 8 years
Career Level
  • Non-management level
  • Degree