Head of Claims Operations

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About DHL and IRM:

DHL Group, 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 are looking to expand our team.

Ready to immerse yourself in the exciting world of IRM? Join the team and bring your expertise on board! As part of the 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 a global role based at our office in London, United Kingdom. The office is located at 140 Fenchurch Street, and this is an office-based job opportunity.

Job Purpose:

We are seeking a strategic thinker to develop and execute programs aimed at improving claims management efficiency and enhancing the customer experience. In this pivotal role, you will shape and implement strategies that optimize claims management processes across the organization. You will be responsible for driving continuous improvement initiatives, standardizing and streamlining processes, and ensuring the highest standards of quality throughout the department.

As part of our global claims strategy, you will foster a culture of excellence within the claims operations team. Your vision and innovative mindset will be instrumental in driving organizational success, spearheading digital transformation, and facilitating growth. This position requires an individual who can lead large-scale and complex programs while building a more cohesive team focused on business process optimization and process excellence. In our data-driven environment, your ability to connect teams and align efforts will be essential to delivering impactful results.

Your tasks:

• Provide strategic direction for the operational function of the Claims Management department by developing execution plans and roadmaps to achieve operational excellence.
• Deploy a structured approach and recognized methodologies to understand process quality and improvement needs.
• 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 to measure process improvements.
• Introduce and implement best-in-class business process quality and improvement methodologies and tools.
• 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.
• Create 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 in the development and delivery of value proposition pitches, including content creation and high-quality presentation materials that promote the claims function's capabilities.
• Plan and execute a quarterly newsletter, including content creation, audience selection, and ongoing reporting.
• 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 reports.
• Support the SVP, Global Head of Claims with ad hoc claims initiatives.

Your profile:

• Bachelor's degree in a related field or equivalent years of experience.
• 7+ years of insurance industry claims experience.
• Demonstrated successful ability to build positive relationships and partnerships within the 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.
• Experience with Lean Six Sigma methodologies is preferred.
• Ability to think strategically, with supporting analytical and problem-solving skills, including the ability to deal with ambiguity.
• Must demonstrate an ability to work independently and take direction as required.
• Exhibit credible personal presence and confidence.
• Proven marketing and negotiation skills.
• Ability to make prompt, intelligent decisions based on detailed analysis of complex issues.
• Ability to travel overnight up to 40%.

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 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.