Claims Controller

Primary Details

Time Type: Full time Worker Type: Employee A permanent, full-time opportunity has arisen withing the Outsource Service Delivery Team (OSDT) to support the development and delivery of the OSDT Strategy and work with the Assistant Claims Manager (ACM) and the Outsource Service Delivery Manager (OSDM) to oversee the governance, selection and performance of third parties with delegated claims authority (DCA). The successful candidate will assist in the development and delivery of a framework of controls across EO claims to continually improve systems and processes to control the claims risk environment.

The opportunity

A permanent, full-time opportunity has arisen within the Outsource Service Delivery Team (OSDT) to oversee the selection, governance, and performance management of third parties with delegated claims authority (DCA).  The successful candidate will be required to manage oversight of a portfolio of DCAs from Onboarding to Termination in line with QBE Group best practices. In addition, they will be required to assist in the development and delivery of the OSDT Strategy, working with the Assistant Claims Manager (ACM) and the Outsource Service Delivery Manager (OSDM) to evolve the OSD Control Framework, enhancing processes & systems to identify and control Risk, optimising efficiency whilst ensuring compliance with all QBE EO and Group best practices.

Your new role

• Performance management to ensure optimum outcomes for QBE and our customers. Relationship management to secure commitment to actions that drive tangible improvement of KPIs including average cost and lifecycle
• Accurately apply OSD Risk Rating methodology and ensure the data held in respect of DCA providers is accurate
• Engage with lines of business to establish the Business rationale and challenge where appropriate to ensure any additional Outsourcing or new Onboarding aligns with QBE Outsourcing strategy with appropriate DSP2 sign off
• Conduct full Due Diligence assessment on any new DCA providers with Risk Acceptance where necessary pre-bind in line with Third Party Risk Management process
• Regular Governance and Technical Audits in line with Risk Rating and requirements of Group Internal Audit throughout the life of the DCA relationship
• Contract review and update, negotiation with support where appropriate from claims procurement and Legal team
• Engage with third-party auditors to ensure services and reports provided adhere to agreed methodologies
• Engage with DCA & Express to ensure bordereaux provided by DCA providers adhere to agreed reporting standards (Lloyd’s Minimum Standards) and that receipt and verification is tracked appropriately with appropriate escalation
• Evaluation of the claims control environment and risk management framework; and enhance the OSDT efficiencies via continual evaluation of our working practices and review for offshoring to QBE’s Global Shared Services
• Evaluation of the delegated claims control environment with a focus on technical competence, loss fund management and regulatory compliance to ensure robust risk management
• Identify, record and monitor all issues identified via OSD control processes outlined above to ensure effective resolution within agreed timeframes and early escalations in line with best practice via OSDM into Claims Governance, PSG & Insight
• Assist with the development of a strategic governance framework to provide assurance that QBE claims best practice procedures and processes are in place for all outsourced claims, with early identification of any risks arising from the external management of claims

About you

• Team player with a excellent analytical and forward-thinking approach with an ability to motivate self and others to achieve quality outcomes on time
• Excellent attention to detail with good numerical, verbal and written ability
• Proven track record in stakeholder management with the ability to communicate influence and negotiate at all levels
• A strong understanding of Company, Lloyd’s and London Markets and the risks associated with Outsourced claims handling in multiple jurisdictions
• Solid organisational skills to plan and manage own workload and early escalation of risk
• Ability to build strong business relationships with key DCA providers
• Strong ability to review and interpret data
• Able to demonstrate a good level of IT competency including Excel
• Exposure to varied classes of business in a claims or audit role
• Experience of general insurer claims systems and procedures, and the various market systems Atlas; Charles Taylor TPA Database; Lineage; and ECF – desirable
• Understanding of regulatory implications of delegated authority arrangement in relation to Lloyd’s and the FCA

Why QBE? At My Best  

At QBE, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA - because we know it’s not just what we do that matters, it’s how we do it that makes the difference.  In addition to this, we also offer flexible parental leave for both parents and have several employee network groups that support and empower our diverse workforce. 

At QBE, we view our people as our most precious asset. We understand the importance of fostering a work environment that is responsive to the changing needs of today's workforce. QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation (https://careers/flex-qbe/).  

#LI-Hybrid 

Some of the award’s QBE are proud to have won, been a finalist for, and shortlisted for include;? 

5-star Diversity, Equity and inclusion (DEI) awards, 2023 Winner - Insurance Business Canada  

Employer of the Year 2022Winner – Insurance Insider 

British Claims Awards 2022 Winner - InsurTech Award? 

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