Head of Specialty Claims

Purpose and core responsibilities:

• To lead and manage your product line claims team to act in accordance with, drive, and further the aims set out in the claims vision: “to continually push the boundaries of customer excellence through an empowered, collaborative and innovative approach to claims; to be the envy of the market”, always demonstrating and upholding the Canopius claims values.

• To support the Chief Claims Officer, the regional business unit Heads of Claim (UK, USA & Bermuda; and APAC) and other senior leaders in the development and implementation of the group growth strategy. This includes effective matrix reporting across the three regional business units.

• To develop a thorough understanding of the underwriting and claims portfolio across all classes of business within your product line. The portfolio comprises cyber, credit political risk and crisis, accident and health, specialist consumer products, space and follow risk claims. Proactively managing the claims portfolios within your product line, driving excellent claim outcomes and monitoring results, ensuring that the portfolio is appropriately reserved at all times, flagging areas of the claims portfolio that are underperforming to underwriters, actuaries and management; to provide effective supervision of, and if appropriate handling, the higher value, complex claims within your portfolio. To act as the technical and relationship referral point for claims within your portfolio and to have in place an effective process ensuring that potentially significant claims or claims issues are escalated to you (and, where appropriate, to others) for input on strategy and/or reserving. To provide (and ensure that your team provides) high quality reporting on your claims portfolio, for example in weekly movement reports and monthly claims reports.

• To drive high performance by every member of your team and to achieve this through setting goals and objectives for your team which align to group goals and reviewing progress towards them. To develop and motivate your team members through effective one to ones and team meetings; proactively considering their development, giving constructive feedback on performance and proactively addressing any performance issues.

• To drive high performance to be evidenced by ensuring that your team handles claims within their claims authorities at all times, in accordance with the Canopius Claims Manual, meeting all regulatory requirements, ensuring that controls are operating effectively and by achieving KPIs as set. Where this is not done, to proactively highlight this and to suggest an appropriate plan of action to ensure compliance moving forward. Where appropriate, to flag and to remediate (with appropriate approval) resourcing issues, skills gaps, learning needs (soft skills and technical) and key man dependencies.

• To manage your product line claims budget and ensure you maintain appropriate oversight of the budget throughout the year, flagging any deviations from it.

• To maintain oversight of the performance of the claims portfolio, to monitor actual versus expected, the profitability of the accounts in your portfolio and to provide meaningful input into claims MI reports, monthly tracking meetings and quarterly reserving meetings. To flag any issues of concern to the relevant Head of Claims and/or Chief Claims Officer. To ensure that all recovery, salvage and subrogation opportunities are identified and claims leakage is minimised.

• To demonstrate and ensure effective, appropriate and meaningful collaboration between you, your team and key internal stakeholders within Canopius (underwriting, actuarial, outwards reinsurance, finance, senior management, cat management, risk, compliance, operations and HR). To develop and maintain key relationships (and to drive and oversee your team’s relationships) with key customers internally, across the business. Close and collaborative working with the Global Head of Specialty (underwriting) to help them to execute the global product strategy; the business unit Heads of Claim to execute the business unit strategy; and contribute in a meaningful way to Canopius achieving financial plan. Be able to contribute to the winning and retention of business and act as a brand ambassador for Canopius.

• To ensure effective oversight of TPAs and service providers who provide services in respect of your portfolio, flagging and remediating any issues of concern. To ensure effective oversight and control of any outsource partners who may contribute to the handling of claims in your portfolio.

• To proactively develop and maintain relationships, and drive and oversee your team’s relationships, with key external customers (key brokers, coverholders and where relevant insureds) and to ensure regular interaction with them, seeking feedback on your team’s performance. To establish and develop a network of peer contacts at other organisations in the market and to ensure that Canopius is adequately represented and has a voice at market committees and associations relevant to your claims portfolio. To ensure that you and your team keep up to date with market issues that may impact your claims portfolio and to ensure that these are flagged internally.

• To continuously look for better ways of doing things and to drive the evolution of the claims target operating model in order to see material improvement and to transform the claims function into a value adding, high performing capability, supporting and driving the growth of the business.

Competencies and qualities to be demonstrated:

• Willingness to assume responsibility, own outcomes and seize opportunities.
• Leading by example and role modelling the Canopius claims values.
• Technical competency and expertise; a desire for excellence and high personal standards.
• Excellent, impactful communication – open, honest, warm and respectful.
• Working collaboratively.
• Acting with honesty, integrity and fairness at all times.
• A positive, enthusiastic and confident disposition.
• Willingness towards professional development (own and team).
• Demonstrate commitment to the organisation, team and role.
• Self starter, self motivated and driven.
• The ability to drive change.
• Proactivity and using own initiative.
• Professional approach to interact appropriately with senior management and customers.
• Customer focused and understanding the need for service delivery.