Head IRM Global Claims Processes & SSC Operation

About DHL Group and IRM:

DHL Group is the logistics provider of the world with over 580,000 employees in more than 220 countries and territories. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives. We provide challenges and opportunities for personal and professional development, we recognize the difference you bring to our business and together we share the pride of building one of the largest world leaders in logistics and supply chain.

In Insurance & Risk Management (IRM) we focus on being trusted advisors by connecting with business colleagues and understanding their needs. We manage and mitigate risk and deliver quality insurance products and services to protect the company’s employees, assets and liabilities and to meet its contractual obligations to customers across the group. As our business keeps growing, we want you in our APAC region.

Ready to immerse yourself in the exciting world of IRM? Join the team and bring your expertise on board! As part of DHL Group, you will be working with a global network of IRM colleagues and benefit from a wide range of development opportunities.

We are looking for an immediate, full-time, permanent position in APAC at Chennai, Indore or Mumbai, India.

Job Purpose:

Develop and execute programs aimed at claims management efficiency improvements, uniformity and customer experience. Play a pivotal role in shaping and implementing strategies to optimize claims management processes & tasks across the global Claims organization incl. the creation, usage and management of IRM’s global Claims Shared Service Centre capacities. Responsible for developing and implementing strategies to drive continuous improvement initiatives, standardize and streamline processes, especially in preparation for digitization and automation of End to End claims processes as well as ensure the highest standards of quality throughout the department. Responsible for developing SSC business case and implementation with all relevant stakeholders, adhering to best practice and cost optimisation. As may be requested perform additional task for IRM in India such as insurance distribution support and operations management, IT shared service centre build up and management.

Your tasks:

• Collect, map and harmonize claims handling processes for all IRM lines of insurances to increase efficiencies, accelerate processes and reduce the cost per claim, including underlying authority and deductible levels per line of insurance
• Develop a global concept for Global Claims Management operations to reallocate individual tasks of the claims handling in order to increase capacities for the handling of complex customer-facing tasks, recovery action, higher volumes and the option to offer global claims and recovery services to third parties
• Deploy structured approach and recognized methodologies to understand process quality & improvement needs and the individual tasks
• Implement and deliver on long-term and complex global and regional projects and objectives, evaluating progress, prioritizing needs, and driving transformational outcomes.
• Evaluate and recommend technology and non-technology solutions to improve both the employee experience and service delivery to our internal customers. Define appropriate performance indicators and service levels to measure process improvements. Introduce and implement best in class business process quality & improvement methodologies and tools.
• Ensure that all delivered process improvements are aligned with the groups digitization and automations strategy, ensure processes are “digitization ready”.
• Ensure alignment of reporting protocols and data management practices across the global claims team while embedding appropriate standards to ensure data quality, supporting project teams with process excellence, project management, facilitation, problem-solving, and value creation skills, aligning with industry best practices.
• Supports ITR in creating innovative solutions for delivering data and analytics to stakeholders that demonstrate the value of claims management partnerships with GBS IRM.
• Spearhead initiatives to support regional heads of claims on development and delivery of value proposition pitches, with regards to content creation and high-quality presentation material that promotes the claims function’s capabilities under the global process footprint incl. SSC operations.
• Cultivate strong relationships with internal stakeholders, including Regional Claims colleagues, Risk Management colleagues, and Business Unit senior executives, to foster alignment and collaboration on strategic initiatives.
• Proactively engage and brief executive management on progress, achievements, challenges, and requests
• Deliver timely and high-quality global status and SSC performance reports
• Support the Global Head of Claims Officer with ad hoc claims initiatives.
• Monitor, optimize, harmonize global claims processes, client interface requirements and data delivery

Your profile:

• Demonstrated successful ability to build positive relationships and partnerships within department, across the organization and with internal customers.
• Superior understanding and commitment to customer service and relationships.
• Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
• Strong understanding of business processes and change management principles.
• Ability to think strategically with supporting analytical and problem-solving skills, including the ability to deal with ambiguity.
• Must demonstrate an ability to work both independently and take direction as required
• Exhibit credible personal presence and confidence
• Proven marketing skills.
• Proven negotiation skills.
• Ability to make prompt, intelligent decisions based upon detailed analysis of complex issues.
• Ability to travel overnight up to 40%
• Excellent English language skills

Education Level:

• Bachelor’s degree in economics related field or equivalent years of experience.
• CII or equivalet accreditation / license
• IRDA qualification to manage intermediaries or insurance agents in India

Experience Level:

• 7 years insurance industry claims experience, managing claims
• 5 years’ experience in setting up and managing SSC activities in claims handling supporting activities
• 5 years’ experience managing an insurance intermediary or corporate insurance agency in India

We offer:

• Great opportunity to work for the biggest logistics company in the world
• International and virtual environment
• Flexibility and great opportunity to learn
• Tempting Compensation and benefits

DHL Group is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

If this is something you would like to do, don’t hesitate and start your application.