July 27, 2022
You will have responsibility for the delivery of a claims programme, including the smooth running of client accounts by providing or introducing technical, sales and service solutions for all claims related matters thereby becoming the main point of contact for all general/strategic claims issues. You will also generate additional revenue, retain existing clients and provide a differentiating factor with regard to new business by assisting in the acquisition and management of client accounts.
Client Relationship Management:
Understand the client’s business and associated insurance risks and exposures
Understand the clients’ loss management needs and look for innovative solutions to deliver those needs through the provision of ongoing client service
Set up and coordinate claims service solutions which may involve bringing together various parties such as Insurers, Claims handlers, TPA’s, loss adjusters, lawyers and other specialist providers
Carry out analysis and report on claims experience including executive summaries, ‘what if’ analysis and triangulation etc: leading presentations and delivery to clients
Facilitate meetings on specific claims issues and contentious claims bringing together all the relevant stakeholders
Actively support and the business to deliver required growth and achieve agreed targets
Actively drive the sales process and be instrumental in the retention and development of profitable clients
Proactively support the tender / renewal process by the delivery of innovative solutions and delivering effective day to day management of the claims programme throughout
Identify new sales opportunities mid-term as new claims present new revenue generating opportunities major loss or claims defensibility
Work with the Head of Claims to explore and develop new, or improve existing revenue generating opportunities through new or revised income streams.
Operational and Service Delivery:
Agree specification of services with AD/ CRD’s to ensure service meets the needs of the client whilst maintaining profitability of the account so services are fully costed and understood
Lead and deliver end-to-end client service, adhering to policies, procedures and service standards
Support relevant parties in the accurate budgeting, forecasting and tracking of revenue
Upon acquisition, to agree, prepare and manage claims handling agreements and procedures, service specification, service levels and claims handling / service contract. To include delegated authority and run off / exit arrangements and the incoming of outstanding losses.
Ongoing management of relationship and quality of service between and provided by Claims Handling teams, Broking Team and all key suppliers and active involvement in the monitoring of carrier performance through management of reserves and against service level agreements through review of Insurer self–audit reports, specific audit, WQI results and resolution of complaints
Be available to support the Technical Claims Team in managing individual major and/or complex losses. Do not take control of major or complex losses without the support and oversite of the Technical Claims Team.
Where experienced and qualified to do so, act as a technical referral to other colleagues within the team and wider organisation. This will be under the support and direction of a Technical Team member.
To work with the Head of Claims and the executive team, looking for continuous improvement in service, focusing on the ‘added value’ and seeking to exit from transactional ‘non-added’ value traditional brokers claims service wherever the opportunity arise
Optimise revenue from new and existing clients through use of the full range of appropriate placement channels and markets for the specific client segment of the Willis Towers Watson business
Develop a claims strategy, based upon the client’s insurance history, claims profile and risk financing.
Provide claim analysis and facilitate production of claims statistics to the market for new tender and renewal purposes and to liaise with colleagues to assist in renewal/broking/client retention strategies.
Attend and support the PRISM, providing whatever claims information may support this activity.
Develop and maintain effective working relationships with Client Relationship Directors/Account Directors/Account Executive securing route to market.
Manage key claims relationships with insurers, loss adjusters, other claims service providers and insurance industry market bodies, including TPA’s
Comprehensive knowledge and hands-on experience of UK commercial claims practice and process
Detailed knowledge of insurance and insurance markets in order to identify and deal effectively with client needs
Strong interpersonal and communication skills with the ability to build relationships with new clients and maintain strong relationships with existing ones
Able to deal professionally with internal and external stakeholders, having the ability to represent Willis Towers Watson and the wider group with a high level of credibility
Excellent client focus skills with proven ability to deliver high levels of client service
Ability to analyse data and situations and provide recommendations to identify optimum solutions
Good understanding of the processes that support the operating model and strategy for the BU and Willis Towers Watson overall
Experience of working with and adhering to processes and systems that support client service delivery
Equal Opportunity Employer