Job Description

Job Summary


Zurich Insurance is a global insurance company with a specialty in life insurance, general insurance and travel insurance. This role will sit in one of Zurich\xe2\x80\x99s subsidiary companies, World Travel Protection, which focuses on travel risk management and emergency assistance.


World Travel Protection (WTP) is a leading Travel Risk Management (TRM), medical and security assistance company, and Third Part Administrator (TPA). Prevention is at the forefront of WTP wide range of risks mitigation and security assistance solutions available to its clients to ensure that their resources are best utilized to anticipate crisis from occurring. In parallel, WTP provide robust response solutions to support insurers administer their travel protection products through our capability in customer service and claims. At World Travel Protection, protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens.


Our extensive experience in global travel risk management is the reason we are trusted by travellers, corporate risk managers and organisations across the globe, who allow us to help prepare them for potential travel threats and assist them when they need it most.


We are part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA\xe2\x80\xa6sounds exciting right?


So, what\xe2\x80\x99s our mission?


Protecting travellers \xe2\x80\x93 and supporting those responsible for their safety \xe2\x80\x93 is our business.
We operate 24 hours a day, seven days a week from our 4 operation centres in Australia, Canada, Malaysia, and the UK, responding to the cries for help we receive from travellers across the globe.


As the Head of Claims you will lead and oversee all activities for Claims Operations for WTP. You will provide strategic direction and oversee management for several areas such as Quality Assurance, Planning & Execution, Regulatory Operations, and the Claims Customer Call Centre(s). You will collaborate with all areas of claims to establish shared services strategies that support the delivery of the claims value proposition while minimizing loss costs, and contributing to profitability and customer satisfaction to our clients. You are also responsible for directing all Claims transformation initiatives; and lead the coordination with internal and external Business Partners to ensure services provided aligns with requirements and goals.





What we ask of you:

• Lead the overall operational, budgetary and financial responsibilities and activities for the Claims Operations by planning, forecasting, preparing annual budget, analyzing and recommending information and trends for executive level decision making.
• Create 2-3 year strategic plan for Claims Operations by establishing functional objectives, analyzing market trends, identifying new strategic initiatives, and aligning with business unit specific strategies.
• Maintain quality service by establishing and enforcing organization standards.
• Responsible for technology oversight and spearheading the development, communication and implementation of projects that deliver superior claim service & claim outcomes that increases productivity and collaboration, and reduces cycle times.
• Accomplish organizational strategic objectives by developing, tracking, measuring and evaluating results; identifying needs and trends, and recommending solutions.
• Drive customer service results by executing on plans to influence satisfaction targets, collaborating with technical claims, business units and brokers, monitoring results and driving continuous improvement.
• Provide Claims Operations leadership on the Business Councils, Operations Councils and Governance Groups.

What you\'ll bring:



Bachelors Degree and 7 or more years of experience in the Claims and Customer Service area
and

• Professional proficiency in both English and a second language (perferrably Dutch, French, German, Italian and/or Spanish)
• Effective verbal and written communication \xe2\x80\x93 articulate and empathetic
• Critical thinking
• Strong attention to detail
• Dynamic and open to change
• Time management
• Team focused
• High levels of problem solving and decision making
• Results driven and motivated

A future with Zurich


Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500\xc2\xae. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.


As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers\xe2\x80\x99 expectations. Zurich is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition. If you are interested in a job opportunity, please advise if you require an accommodation, so we can work with you to provide a more accessible process.


Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich Canadian Holdings Limited. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.


Only applicable for Canada: For Zurich Canada\'s commitment to diversity and accessibility please click here. If you would prefer to not receive future electronic messages from Zurich Insurance Company Ltd\'s recruitment management system, please email your request to have your job profile deleted from the system by clicking here. Zurich Insurance Company Ltd 100 King St., W., Suite 5500, Toronto, ON, M5X 1C9. www.zurichcanada.com