Head of Motor Claims

• Manage the Chubb motor claims operational processes, structures and controls to drive productivity, minimize average repair costs through improved repair methods and management of repairer network, achieve service levels and exceed customer expectations through service delivery and turn-around time.
• Lead team to identify leakage and critical errors and make recommendations for improvement in line with Chubb's goal to be a claims service leader.
• Utilize detailed and up-to-date knowledge of Motor Claims operations practices (in particular its financial performance, KPI results, resourcing and risks) to leverage key strengths and take corrective action to target areas of improvement.
• Manage the effectiveness and cost efficient delivery of claims investigation resources to ensure maximum effectiveness for customers and stakeholders in the detection and prevention of insurance fraud.
• Ensure supplier contracts are maintained and updated and commercial implications to Chubb are considered.
• Monitor supplier performance in line with agreed Service Level Agreements. Participate, support, and assist in the development and strategic direction of Chubb Insurance across all parts of the business.
• Improve existing supply chain framework by embedding greater assessment controls, salvage monitoring and recovery opportunity, enhanced repairer, and towing accessibility by assessing geographical needs.
• Manage the timeliness and effectiveness in Third party Property Damage and Bodily Injury claims management ensuring claims reserving adequacy is always maintained.
• Embed digital journey to target customer experience as well and claims user's experiences.

• Lead the motor claims team to ensure all staff has the skill, cohesion and engagement to effectively manage their work.
• Provide the team with guidance and direction including setting clear goals/targets and expectations.
• Monitor performance closely to ensure goals and targets are met.
• Hold people accountable for delivering on actions.
• Communicate changes and business information to staff.
• Monitor customer demand to ensure appropriate resourcing.
• Maintain staff discipline and ensure that staffs carry out their assigned task timely within job requirement.

• Undertake innovation and change to ensure Chubb Insurance motor claims operations, processes and structures meet or surpass industry best practice.
• Deliver improvements to the business operating model to exceed the needs of Chubb Insurance customers at a commercial return.
• Constantly embark digital transformation and analytical approaches in assessing claims Performances
• Identify issues that block the success of the team.
• Make suggestions to improve service, sales, overall business and morale

• Develop and maintain a strong relationship with suppliers across Malaysia i.e. Adjusting firms, repairer network, windscreen suppliers, and solicitor partners.
• Repair Panel performance management ensuring all cost quality and timeliness outcomes are met to ensure excellent customer service

• Ensure that service standards are being adhered to in line with the Chubb Customer Charter*
• Ensure that staff is following regulatory requirements and adhering to Chubb policies and processes

• Good Communications skills in English. Preferably also in Bahasa Malaysia both oral & written
• Good technical knowledge in Motor policy coverage and claims practices and procedures
• Negotiation skills
• Computer knowledge
• Supervisory skills
• Good problem solving skills
• Implementation and Control
• Analytical and thorough thinking process
• Good interpersonal skills
• Good theoretical & practical knowledge of claims processing
• Leadership skills

• 8 to 10 years working experience specializing in motor insurance industry or any / claims is preferred
• Digital transformation experiences
• Supply chain Management

• Minimum Degree and above
• Additional qualification such as AMII, ICAR, MRC Certification are preferred.

Chubb