The Deputy Head of Claims will be responsible for leading and managing the claims team, ensuring operational efficiency, continuous process improvements, and maintaining high standards of customer service. This role will play a crucial part in claims strategy development, team development, and enhancing claims management processes to align with the company’s business objectives. 1. Leadership & Team Development: • Lead, mentor, and develop the claims team, ensuring a high level of engagement and performance. • Support the Head of Claims in defining strategic priorities and ensuring smooth execution. • Conduct regular training sessions to enhance claims handling capabilities and professional growth. • Foster a collaborative work culture that aligns with company values and objectives. 2. Claims Management & Process Improvement: • Oversee the end-to-end claims process, ensuring efficiency, accuracy, and compliance with internal policies and regulatory requirements. • Drive continuous process improvements to streamline claims handling and reduce turnaround time. • Monitor claims trends and analytics to identify areas for improvement and cost control. • Implement and maintain best practices in claims assessment, fraud detection, and risk mitigation. 3. Customer Experience & Dispute Resolution: • Ensure prompt, fair, and transparent claims settlements to enhance customer satisfaction. • Act as an escalation point for complex claims cases, ensuring swift and fair resolutions. • Collaborate with customer service teams to address claims-related inquiries and disputes. 4. Compliance & Risk Management: • Ensure all claims handling processes comply with regulatory and legal requirements. • Work closely with internal audit and risk management teams to mitigate claims-related risks. • Develop and implement fraud detection mechanisms to prevent and identify fraudulent claims. 5. Stakeholder Collaboration: • Work closely with underwriting, survey & Engineering, reinsurance, legal, finance and sales teams to ensure alignment in claims management. • Establish and maintain relationships with brokers, agents, adjusters, and external partners to facilitate claims handling. • Support the Head of Claims in preparing reports and recommendations for senior management.
The purpose of this role is to lead and manage overall branch operations, drive sales growth, and ensure operational excellence and compliance . The position serves as the primary link between the branch, external partners, and the head office, focusing on strategic implementation and business expansion while maintaining high standards of customer satisfaction and financial discipline. • Sales & Business Development : Implement strategies to achieve sales targets, proactively expand the business network (including clients and car workshops), identify growth opportunities, and increase market presence. • Operational Management : Oversee all branch functions efficiently, ensuring compliance with company policies, safety standards, and regulatory requirements. • Financial Management: Manage branch expenses within the approved budget, ensure financial discipline, monitor costs, and prepare accurate financial reports. • Team Leadership & HR Coordination : Lead, motivate, and manage staff to promote cohesion and performance excellence; coordinate with HR on recruitment, development, and evaluations. Inter-departmental Coordination: Liaise effectively with head office departments (Survey, Underwriting, Claims, IT, Finance, Internal Audit , Corporate Planning and etc…) to ensure smooth branch operations. Customer Service & Compliance: Ensure high-quality customer service delivery, maintain client satisfaction, and guarantee accurate record-keeping and process adherence. Transformation & Digitalization: Actively lead branch transformation initiatives and drive the team toward digitalization of daily workflows and processes. Performance & Accountability: Monitor overall branch performance, identify gaps, implement corrective actions, and take full responsibility for all branch activities and results. Marketing & Promotions: Plan, coordinate, and execute local marketing events and promotional campaigns within the branch territory to drive lead generation and enhance brand visibility. Reporting feedback to the head office marketing team.
Accepting Motor Claims information from Call Center and communicating with customers. Conduct motor accident survey. Explain to the customer about claims procedure and collect necessary documents. If necessary, communicate with the Manager for a solution. Communicate with traffic police and other authorities when necessary. Communicate with authorized workshop for repair cost. Prepare claims documents and transfer to claims handler.