Director, Claims & Compliance

THE ROLE

As the Director, Claims & Compliance, you are focused on managing specialized work efficiently, with confidence and competence.

The position requires above average attention to details, with a somewhat faster-than-average pace.

You will need an understanding of insurance rules and regulations, experience in claims management, and overall desire to support a consistent client experience.

You will be responsible for the efficient claims management, responding to clients’ inquiries and ensuring an exceptional experience for our clients during the process.

Working closely with our service teams, you will collaborate with internal and external stakeholders to provide insights and guidance as a subject matter expert.

You are a specialist; a highly precise worker, who remains skeptical while respecting authority.

WHAT YOU’LL DO :

• Most importantly, you will lead by example, live our values, and oversee the claims process and quality assurance aspects for the organization.
• Efficiently support complex claims of significant value, manage other activities and tasks related to claims, and follow up with clients as required.
• Establish a plan of action to obtain a favorable claims resolution.
• Provide comprehensive client support throughout the claim’s lifecycle including facilitating client meetings and claims reviews.
• Prepare regular reports on claims status, trends, and performance metrics for management and clients.
• Optimize processes related to claim management and client experience, identifying areas for improvement, and implementing innovative solutions to enhance efficiency and satisfaction.
• Collaborate with Personal & Commercial teams to provide prompt service and customized advice to clients.
• Maintain accurate records of correspondence, and database of claims and update regularly.
• Ensure compliance with established internal control procedures by examining records, reports, operating practices, and documentation.
• Stay informed about insurance laws, regulations, and industry standards to ensure compliance.
• Other duties as required.

QUALITY AND COMPLIANCE

• Establish and maintain standards of coverage for each department and major product.
• Oversee and support others to create and implement a systematic approach for quality assurance and audit.
• Ensure compliance with regulatory standards across the company.
• Oversee and implement QA / QC processes to mitigate E&O exposure and to maintain standards of coverage for each department and major product.
• Conduct both technical and process audits of organizational procedures, operations, and systems to identify gaps, provide constructive evaluation, and recommend changes and improvements.
• Create and manage a comprehensive system for tracking and categorizing near misses, incidents, and claims, while also coordinating educational initiatives focused on identifying and addressing root causes to prevent future occurrences.
• Establish and oversee continuing education programs dedicated to errors and omissions (E&O) prevention and mitigation strategies, ensuring ongoing professional development and risk management awareness among staff members.

WHAT WE REQUIRE :

• Experience handling large and complex claims and accounts; along with adjusting experience.
• Strong knowledge of regulatory requirements and quality assurance.
• Strong communication skills both verbally and in written correspondence.
• Other related designations and licenses.
• Experience dealing with claims.
• Proficiency with various technological tools and platforms, demonstrating the ability to seek and implement new technologies to drive innovation and enhance operational efficiency.
• High follow-through and strong organizational skills to manage data with accuracy.
• A well-defined sense of diplomacy and business acumen with a focus on customer service and overall client experience.
• Proactive approach to problems and issues, working ahead of potential challenges.
• Proficiency in Microsoft Office Suite.

HK Henderson is actively committed to supporting diversity, equity, and inclusion. We serve and recognize and respect human differences and similarities.

We value the diversity of people and actively encourage women, indigenous peoples, members of visible minorities, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ2+) persons to apply.