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Claims Operations Manager EMEA

Date: Jul 19, 2021

Location: London, GB

Company: SCOR


London United Kingdom (GB) 


Claims Operations Manager EMEA 





          About SCOR         

SCOR, the 4th largest reinsurer in the world, provides insurance companies with a diversified and innovative range of solutions and services to control and manage risk. Using its experience and expertise, “The Art & Science of Risk”, SCOR provides cutting-edge financial solutions, analytics tools and services in all areas related to risk – in Life & Health insurance as well as in P&C insurance. Our specialist teams operate in over 120 countries, developing value added and innovative products and services and making long-term commitments to their clients, namely insurers and large corporations.
SCOR's aim, as an independent global reinsurance company, is to develop its Life and P&C business lines, to provide its clients with a broad range of innovative reinsurance solutions and to pursue an underwriting policy founded on profitability, supported by effective risk management and a prudent investment policy, in order to offer its clients an optimum level of security, to create value for its shareholders, and to contribute to the welfare and resilience of Society by helping to protect insureds against the risks they face.


Job Summary 
 This position calls for a strategic and forward-thinking re/insurance professional with experience in the operations and technology areas of the property/casualty re/insurance business, focusing on claims.  Experience in working on transformational projects and initiatives for claims, claims quality assurance, risk management and compliance are required. The candidate will be responsible for operational/process improvement, and enterprise software solutions development/implementation/change management in support of strategic initiatives of the SCOR claims operation at both hub and global levels.  The candidate will regularly interact with senior internal and external stakeholders, including brokers and clients. Superior inter-personal skills and demonstrated success in running projects and re-alignment of various processes are necessary for this position. The candidate will play a pivotal role in the analysis of existing claims portfolio, with ‘dotted line’ reporting to the Head of Global Operations. Regular travel is required, including internationally. 

Key duties and responsibilities
Oversee, manage and continuously develop the SCOR claims operation by:

  • Supervising the ongoing operation of “business as usual” activities, including production systems, reporting, procedures and control environment.  
  • Generating, analysing and sharing corporate data with various stakeholders in a way in which business decisions can be effectively and timely made, trends can be identified and methods to better manage the portfolio of claims, with an ultimate goal to improve service levels and performance.
  • Leading projects to aid the design, development and implementation of various claim operation initiatives, including the target operating model, key performance indicators and dashboards of various kinds. 
  • Contribute to the ongoing initiative to implement improved and more streamlined processing of Joint Venture and LPC claims electronic messages into core systems
  • Document requirements and oversee the expansion in the use of Flexible Data Capture for Motor BI claims in other EMEA locations whilst also improving the process, stability and integration of the existing platform.
  • Consider, recommend and, when determined, implement key operational initiatives including Artificial Intelligence, robotics and predictive analytics ultimately leading to improved process with a higher proportion of claims that are automatically validated within core systems as straight through processing. 
  • Assisting in the coordination, leadership and project management of various strategic project streams.
  • Contributing to the ongoing design, development and implementation of key core systems. 
  • Assist in the design, development, implementation and on-going oversight of the operational environment for P&C Claims team within EMEA 
  • Dealing with and responding to both internal and external auditors. 
  • Serving as the hub representative to the Global Claims Operations Team in an effort to move toward a more aligned operating environment across locations and lines of business.
  • Representing SCOR at external market groups and committees (RUIKIG, IUA Claims Ops Group)
  • Manage technology projects, from both an EMEA Treaty and Global perspective, including iterative process of requirements gathering, documentation, coordination of user testing and implementation (including training & guidelines).
  • Manage the quarter close and estimate process for large losses and exposures across EMEA portfolio.
  • Generation of claims reports to be analysed and used by Underwriting and the Actuarial (reserving and Pricing) Teams.
  • Control framework for EMEA Audit schedules and regular progress reporting.
  • Oversee adherence to ICS control environment and routine testing schedule.

Required experience & competencies

•    Several years of re/insurance operations experience, preferably relating to claim department operations within an international re/insurance company or Lloyd’s syndicate.   
•    Previous experience of working on systems projects involving change management. 
•    Superior knowledge of current technology (primarily the Microsoft Office Suite functionality) as well as reporting tools (such as Business Objects, Power BI and Tableau). 
•    Fully conversant with project management approach and methodology.
•    An awareness of procedures and controls, ensuring adherence with guidelines and relevant regulatory and compliance requirements
•    Knowledge of MS Teams, Sharepoint, Visio and Access desirable
•    In-depth knowledge of market systems (ECF, Docosoft)) and technologies, including developments of market-wide initiatives (Future at Lloyd’s, Ruschlikon)
•    Experience of re/insurance claims handling desirable 

Personal Competences: 
•    Strong organisational skills required with the ability to manage multiple projects and work streams simultaneously.  
•    Collaborative team player yet capable of operating independently; ability to manage and motivate a small team as well as influence others in a matrix reporting environment. 
•    Self- motivated with good drive and enthusiasm; confident, requiring minimal direction and supervision. 
•    Excellent verbal and written communication skills, along with a comfort level with presenting ideas and other information in front of a group.  
•    Ability to bring resources together to achieve desired outcomes, and to effectively operate in a matrix reporting environment.   

Required Education

•    Advanced knowledge of MS Word, Outlook, PowerPoint and Excel packages
•    Working knowledge of business objects or similar reporting tools advantageous
•    Degree or equivalent further educational qualification from a recognised university or college (preferred but not essential)
•    ACII or equivalent qualification (preferred but not essential)