Technical Lead

Since Aspen was founded in 2002, we have become a leading, diversified specialty insurance and reinsurance company. We respond thoughtfully and creatively to find the best outcomes for our clients and business partners through carefully-tailored solutions.

We believe the way we work is just as important as the work we do, and we are guided by our core values of respect, honesty, trust and professionalism.

Aspen is a great place to develop your career offering an exciting and challenging environment where achievement is rewarded.

Role Purpose

• To evaluate and process in an accurate and timely manner, claims estimates and paid claims values in accordance with policy terms and conditions to provide the level of service and meet obligations contracted to by the company at all times.
• Through the use of analytics and insights continually drive continuous improvement in the use of TPA’s and third-party experts.
• Build effective tools, processes and governance to minimise regulatory, legal and operational risk. and ensure operational reporting is accurate and delivered within required timelines.
• Our Aspen Values are expected to be reflected in the delivery and performance of every role. 

Key Results Areas

Strategy and Planning

• Contributes to, monitors and advises on the plan developments and changes in order to ensure relevancy, compliance and optimal delivery
• Manages complex claims in collaboration with peers and colleagues in other offices in the processes and technicalities of the claims portfolio.
• Deliver accurate and timely reporting to the claim’s management and leadership, as required.
• Lead data analysis work to provide valuable insights that improve claims performance.
• Be the key liaison person regarding designated claims portfolio with, but not limited to: Underwriters, Risk, Compliance, Finance and Actuarial.
• Determines own work priorities and activities in line with agreed plans to ensure the achievement of the team and global claims function objectives.

Policy, Process and Procedures

• Support the regulatory and legislative response and adherence to standards and embed any required change or mitigation required within designated claims portfolio.
• Support the implementation of the group claims strategy to enable delivery of overall business targets and performance against KPI’s via the utilisation of data and intelligence
• Investigate and resolve technical and operational issues within designated claims portfolio and escalate as appropriate.
• Provide expert technical support across claims function, as appropriate
• Develop and present recommendations to claims systems and processes to achieve first class service and experience to internal and external clients.

Environmental Awareness/Customer Focus 

• Foster strong relationships with brokers, 3rd parties, and our customers via multi-channel engagement and focused forums.
• Champion collaboration and engagement with internal stakeholders to enable the resolution of issues and the implementation of initiatives.
• Wider market engagement, including any applicable committee membership, to promote the Aspen brand and claims reputation.
• Support the design and delivery of service standards, customer insights, and outcomes, in relation to the management of the designated claims portfolio.
• Develop and maintain stakeholder relationships across claims and other functions across Aspen

Technical Performance

• Produce regular statistical and analytical Claims information to Underwriters, Claims Portfolio Head and senior leadership to enable effective monitoring of Claims
• Develop/maintain sufficient knowledge of Claims portfolio, to enable provide excellent Claims handling service with minimal leakage as well as recommending and actioning improvements to improve quality, service delivery, and efficiency (via practices and processes)
• Ensure accurate and timely update of the company’s systems as and when required
• Support the global claims function in the production of KPIs and management information reports
• Act as a referral point to other members of the global claims team on specific tasks or in the absence of appropriate Portfolio Head of role owner

Knowledge 

• Extensive and relevant knowledge of technical claims handling in a group claims function, operating in a highly regulated environment.
• Extensive experience of technical claims management supporting multiple lines of business / claims across geographies and industries with differing regulatory and legislative standards.
• Strong understanding of delegated and third-party claims management from a technical, commercial, and operational perspective. 

Skills

• Able to navigate and assimilate complex technical data applications and sources strong investigative skills
• Negotiation skills
• Influencing skills
• Collaboration skills
• Attention to detail with a track record of delivering service excellence via detailed and technical processes
• Strong interpersonal and communication skills.
• Good organisational skills.
• Able to work independently
• Proficient in MS Office applications; Word, Excel and Powerpoint.
• Able to manage conflicting priorities to achieve deadlines.
• Ability to plan effectively and efficiently.
• Ability to collaborate effectively within a team environment.

Experience 

• Deep experience and a proven track record of working in a Claims environment within a specialized/complex Claims area
• Recognised qualification(s) and/or good practical knowledge of the insurance regulatory framework
• Strong commercial experience of the general insurance industry and claims trends to be able to provide expert advice and opinion where required.

Specific accountabilities assigned to the role of Technical Lead within the global claims function:

• Management of complex and disputed claims matters, including in-depth claims analysis and trends to provide expert guidance and/or opinion to the Global Portfolio Head and other internal stakeholders, as required.
• Developing good, constructive working relationships with the claims leadership team, wider claims team, market peers and wider Aspen business units
• Engagement and delivery of claims projects, where required.
• Lead continuous improvement initiatives via process and/or technology change – that will enhance quality of communication and collaboration across Aspen.
• Provide mentoring and career development to colleagues to strengthen their capabilities, build functional expertise and foster a collaborative, values-driven team culture of high standards, strong productivity, and innovation.
• Elevate claims talent to develop and share knowledge with the intention of enhancing both technical (e.g. data analysis and critical judgement) and non-technical (relationship management) skills.

Desirable personal attributes aligned to what success looks like in the role:

• Independent challenger - ability to innovate and challenge, utilising consultative questioning, current norms to drive change within the global claims function, and work with people of varying backgrounds and organisational levels
• Knowledgeable practitioner – deals confidently with uncertainty, leans into difficult conversations while lowering the pressure of resistance
• Strong problem-solving skills with the ability to think, influence and act strategically
• Effective communicator – structures insights into clear messages and effectively engages others within group claims function, as well as internal stakeholders, professional and regulatory bodies
• Change agent – leverages a skilful understanding of persuasion and influence, knowing which techniques to deploy while remaining a trusted advisor to Group ExCo and the Board

At Aspen we know that having a diverse and inclusive workforce is good for our people, good for our business and good for the environments in which we operate.  We therefore welcome applications from people which allows us to draw on diverse cultures, perspectives, skills and experiences.