Asst Manager/Manager Claims

Role

• Complete management of the claims team and activities, including claim files resulting from all products according to individual delegation, taking into consideration the legal environment and the existing group rules, as well as the individual policy stipulations.

• Continously improve policies, service standards and efficiencies in order to reduce costs whilst achieving all key operational performance objectives within a demanding competitive risk environment.

Responsibilities

Claims management:

- Adjustment  of reserves and settlement of claims, aiming  to ensure deadlines are met and the quality of services as well as costs are align with Group rules,  Local Regulatory Normative.

- Communicate and discuss results with external and internal parties, negotiate possible solutions.

- Monitor the claims analysis and procedures in particular those with high exposure and/or large values, being the point of contact for stakeholders (policy holders, brokers, Country Managers, Underwriting), discussing coverage approval or refusal (with suitable alternatives) with GICD.

- Manage the department rates, continuously analyzing the claims reports, identifying the necessity to be proactive and/or remedial actions in  procedures, administration, etc., in order to optimize the results and meeting the goals of the Group.

- Have a clear view of the environment, recommendations and internal procedures of claims management in each country visited.

- Verify if Group rules are being accomplished, as well as ensuring delegations are used properly (audit files - claims reported post-training).

- Dispel doubts regarding the claims handling procedure and the proper use of (INCA) NCX tool.

Process management and improvement:

- Manage the activities and claims teams (Local and Region), developing and implementing strategies, analysis procedures, workflows and technical reserves, as well as responding for indemnification approval in excess of the local delegation of each country and within the Regional delegation in accordance with the Group Rules /Strategies and applicable laws.

- Produce analysis and statistics.  Develop controls and methodologies for monitoring and improving results, identifying opportunities, developing workflows and procedures.

- Establish  work-flows with regional impact.

- Collaborate with GICD/ Regional Claims Director.

- Develop and implement rules, standards and procedures, work-flows and processes aimed at developing operations for the area, seeking to optimize processes and alignment to the guidelines established by GICD/Regional.

- Interact with the EI, UW and Technical areas to contribute to improving operations, proposing conditions or resources to increase the Entity/Group performance.

- Maintain standards in line with group and local objectives and ensures smooth transition of new products.

- Competitive advantage – assist in development of new products/services.

- Design, manage and deliver organizational projects, as required.

Customer service:

- Build and maintain strong relationships both internally and externally.

- Investigate, make decisions and respond to escalated claims complaints.

- Represent Coface at local client and broker workshops and at group training seminars along with participating in projects.

- Conduct periodic visits to each Entity from the Region.

People Management (where required):

- Manage teams and activities of the area through the guidance and direct action in large and complex cases, promoting the management and process control. 

- Lead, motivate and supervise the correct performance of the team according to the proposed goals and the group rules and standards.

- Conduct regular performance reviews.

- Manage work-flows  and ensure smooth running of operations during vacation times.

- Prioritize and delegate where required.

- Get actively involved in team technical/claims training, coaching and mentoring, to ensure professional development and efficiency of operations.

Compliance:

- Ensure compliance with regulations and procedures as laid down by Coface and external regulators.

Other responsibilities include but not limited to:

- Taking initiative and coordinate with local Debt Collection Agent for local collection cases for the best interests of clients and the company

-  In case legal action is required, coordinate with lawyers for favorable case result and negotiate the costs

- Periodical information sharing of claim cases internally ( e.g. Commercial, RUW and EIC team)

- For third parties debt collection cases, coordinate with relevant Coface entities to monitor progress and update status to clients timely.

- Any ad hoc tasks assigned by supervisor

Skill Set required

Functional:

- In depth product and policy knowledge of Trade Credit Insurance

- Knowledge of local competitor’s policies

- Excellent understanding of:

     business accounting and financial principles

     local insolvency law and regulation

     legal and commercial contract law

IT

- IT tools knowledge : MS Office, Outlook

- Project management knowledge

- Empathic skills

- Good command of English

Educational Qualification

Degree educated with business related or legal background (preferable)