Operations - Claims Advocacy Leader

Marsh McLennan•Madison, NY

1d•Hybrid

About The Position

The Claims Advocacy Leader on the PRIVATE CLIENT SERVICES team is a foundational pillar of the Private Client Services National (PCS-N) service offering and a meaningful differentiator in the marketplace. The PCS Claims Advocacy Leader will formulate and execute a client first vision, strategy and operational design for Claims Advocacy that enhances the claimant experience and strengthens retention. This position will lead multiple Claims Advocacy teams and field claim executives and direct claims operations activities, including best practices, to achieve effective and efficient delivery of services. They will synchronize CAT event responses, resources for major claims, educational offerings and capabilities across PCS regions. As a subject matter expert the PCS Claims Advocacy Leader will lead efforts to resolve issues with insurers that protect the interests of key clients and Family Offices and retain relationships. The position will also contribute to client and COI communications, participate in client webinars and in coordination with MMC Public Relations, serve as the face of MMA PCS Claims Advocacy to external constituents.

Requirements

Minimum of 10-year claims experience, preferably with Affluent and High Net Worth broker or carrier.
Knowledge of personal lines products and services, insurance practices, contracts and their application.
Experience in a customer service environment including WFH arrangements, flexible work schedules and extended work hours preferred.
Experience leading a team of claims professionals a plus
Proven ability to meet customer needs and provide exemplary service by informing customers of the claims process and ensuring a positive customer experience.
Proven knowledge of the investigation, negotiation and settlement activities used to resolve very complex and /or high value claims.
Analytical and problem-solving skills necessary to make decisions and resolve conflict in such areas as application of coverages to submitted claims, application of laws of jurisdiction to investigation facts, application of policy exclusions and exceptions
Excellent verbal and written communications skills
Ability to travel approximately 20%

Nice To Haves

BS/BA degree preferred
Licenses: Producer Licenses (Casualty - Commercial and Personal)
Claim Adjuster Licenses

Responsibilities

Leads a team of claims professionals to resolve complex and/or high value loses, keeping all relevant parties informed.
Coaches team to achieve favorable client outcomes while attaining internal KPIs for claims operations management and services
Evaluate existing claims operation processes and departmental strategy and put forth a strategic plan to improve the client claim experience, elevate operational goals and maximize process efficiencies.
Directs and interfaces with PCS Operations and EPIC Transformation teams to design and implement contemporary claims technologies, including claims ‘use cases’ for Risk Services and Solutions data platform.
Demonstrates strong leadership, emotional intelligence and interpersonal communication skills when assessing existing Claims Advocacy skill sets, relative to requirements of a future state work environment.
Frequently communicate key client and Family Office matters/concerns, team updates, market developments and claims trends with PCS field leadership teams (Zone Leaders and Zone Client Advisor Leaders) as well as MMA regions.
Ensures team maintains regular contact with clients and local PCS service teams to build trust, deliver service and maintain effective working relationships.
Collaborates across the enterprise and partners with MMA regions in order to ensure alignment on claims activities, build strategic regional or national carrier relationships and leverage MMA resources to drive revenue retention and generation.
Monitors external environments for trends, regulatory changes and best practices.
Identifies emerging opportunities and risks in order provide strategic guidance and implement appropriate action plans and escalates to senior leaders, where appropriate.
Contributor at key client and Family Office annual review meetings by providing insight into client’s loss history and risk management efforts, as well as general claims trends.
Participate in prospect meetings and COI presentations to make PCS claims advocacy promise a tangible experience.
Participate in projects and committees and provides resources for the overall betterment of MMA PCS