Head of Claims

3 weeks ago

Mumbai, India Lockton Full time

Lockton is a global professional services firm with over 10,000 associates who advise clients on protecting their people, property and reputations. Lockton has grown to become one of the world’s largest privately held, independent insurances brokers by helping clients achieve their business objectives.


Conducting business in over 140 companies worldwide, Lockton has recently announced it’s expansion to the Indian market as part of a longer term strategic plan to continue growing within the Asia region. Part of Lockton’s commitment to this growth is the positive impact on economic growth and new opportunities within the local communities.



Job Purpose

Lockton India is currently seeking a Head of Claims to oversee the claims processing lifecycle from initiation of a claim through to settlement. This role is tasked with providing seamless servicing and first class client experience to Customers and is focused on efficiency, accuracy and customer satisfaction. With team’s stakeholders including customers, adjusters, insurers and other parties who may be involved in a claim the successful individual will be someone who leads by example. This team also provides guidance and technical consulting to customers in complex claim matters so an extensive background in insurance is also essential.


Job Tasks

  • As Head of Claims at Lockton India, you will be responsible for building a strong and robust team as well as implement processes around claims servicing.
  • A strategic thinker, you will also lead larger and more complex claims.
  • Periodic Customer reviews and engagements, ensure timely loss site visits by relevant people in the team.
  • Structured Team reviews & publishing of process monitoring dashboards on a regular basis to ensure that SOP is adhered to and promptly escalate exceptions on process compliance as appropriate.
  • Conduct / organize workshops and seminars for clients / customers to educate them on various financial, technical aspects of the claims.
  • Dispute resolution, negotiation on technical and commercial aspects.
  • Engage with different stakeholders – Client/Cedant, Insurance/Reinsurance companies, surveyor, investigators, Lawyers, Placement/Sales/Reinsurance Team, etc. as and when required, to ensure an effective closure of claims within defined TATs.
  • Lead and mentor a talented team through hands on management.


Qualifications & Experience

· Graduate or post-graduate education in a related field.

· Insurance certification from III is strongly preferred.

· 20 years of experience in insurance claims handling with min of 15 years’ experience in a leadership or managerial role.

· Thorough understanding of the insurance business and its processes, critical thinking, problem solving skills, negotiation skills, interpersonal skills, ability to effectively manage stakeholder / client relationships and communication skills (written & verbal).

· Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal teams, external partners, and stakeholders.

· Strategic thinker with a results-driven mindset, capable of driving innovation and continuous improvement in insurance operations.


At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.

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