About the Role
This role is focused on leading, developing, and growing the Motor and Consumer Claims business. You will be responsible for delivering efficient, scalable, and high-quality claims services, while also expanding relationships with insurers and other business partners across the GCC.
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Key Responsibilities
- Lead and grow the Motor and Consumer Claims function, including its business plan, service model, and growth strategy.
- Develop business opportunities with insurers, brokers, fleet operators, and other relevant partners.
- Oversee the end-to-end delivery of motor and consumer claims services.
- Establish efficient claims processes, service standards, controls, and escalation procedures.
- Drive improvements in claims turnaround time, customer experience, cost control, and service quality.
- Develop and monitor operational KPIs and service-level performance.
- Build and manage the required claims team and operational resources as the portfolio grows.
- Develop and manage relationships with garages, surveyors, recovery providers, and other claims service partners.
- Identify opportunities for automation and digitalization of the claims journey.
- Manage client relationships and ensure contractual and service expectations are achieved.
- Monitor business performance, including claim volumes, revenue, costs, productivity, and profitability.
- Work closely with other Claims Division functions and Group companies to identify growth and cross-selling opportunities.
- Ensure compliance with applicable regulatory requirements, client requirements, and company policies.
Key Performance Indicators (KPIs)
- Achieve agreed revenue and claims portfolio growth target.
- Secure new insurer portfolios/contracts and expand existing accounts.
- Deliver agreed profitability/margin and manage operating costs effectively.
- Achieve agreed SLA and turnaround-time targets across claims portfolios.
- Improve productivity, claims handling efficiency, and cost per claim.
- Implement measurable improvements/automation in the claims journey.
- Drive team productivity, capability development, and performance management.
- Ensure compliance with regulatory, client, and internal requirements.
