Director - Claims Management

The Role

A key leadership role in WTW’s global Marine division, one of the most long-established and respected Marine teams in the market. We are a business with pride, heritage and scale:  650+ industry specialists; 55 specialist maritime hub locations; 3,000 marine clients; $3.5 billion of marine premium placed each year; 75+ specialist in-house claims advocates worldwide.

This role offers significant personal growth and promotion opportunity alongside the expansion and development of WTW’s global specialty business. We bring a fresh perspective, deep sector knowledge and expertise aimed at outperforming market forces, together with an unwavering commitment to client-focused service.

Joining a Marine team of 200 in the UK and 650+ globally, this will be a rewarding role leading WTW’s Shipowners Claims team in London.  The candidate will be required to work with key stakeholders to evolve the current strategy and operation, focusing on high levels of client and colleague retention whilst executing a robust growth pipeline for both client and people.

With the investment focus targeted on high margin specialty areas, the Head of Shipowners Claims will accelerate the development of WTW Marine’s claims proposition - delivering exceptional solutions, advisory & service to clients and establishing WTW Marine as the team of choice for clients, markets and brokers.

Ability to integrate WTW’s Risk Analytics and data capabilities within our client / market offer – critical.

Values of Client Focus, Excellence, Integrity, Teamwork and Respect – critical.

Detailed requirements

• Provide leadership, direction, advice and guidance to the Claims team to ensure that the needs of Clients are fully understood and appropriate solutions enacted and that all loss negotiation and client management service levels and targets are achieved. Ensure that the interests of Clients and the integrity of the market are put at the heart of the way the team and the wider Marine business operates
• Play a significant role in raising the profile of claims management services provided and educating internal and external stakeholders on their value; provide critical support to client retention (day-to-day and “at loss”) and new business development and placement / renewal activity
• Manage relationships with senior leaders across the business to identify opportunities for business development / service improvement and maximize the commercial value of the team 
• Contribute to the development of skills and provide coaching within the wider Marine claims management community to ensure the relevant capabilities are in place 
• Act as a claims management technical referral point for the team, resolving the more complex issues to the satisfaction of stakeholders and in line with service standards 
• Ensure that quality and compliance procedures and processes are adhered to and meet internal standards and external market / regulatory requirements
• Maintain a personal portfolio of complex cases, modelling exemplary client management, service and resolution standards 
• Provide input on corrective action / data development work required to enhance process performance across Claims areas, leading implementation where needed
• Monitor Insurer and service provider performance and take appropriate action as required to guarantee the Client’s best interests

Other

• Member of GB Shipowners Executive and GB Marine Governance panel
• Take reasonable steps to support management and the Company in the management of the business risks applicable to area of employment, as set out in the BU risk register
• Participate in loss prevention and claims seminars, as required
• Travel as required (catastrophe losses, claims reviews, client relationship management and new business production)

The Requirements

• Relevant professional qualification or equivalent experience, with the ability to translate knowledge and experience into recommendations to add value to the business 
• Proven experience of managing a team of professionals
• Confident negotiation skills
• Excellent market knowledge and relationships
• Excellent technical knowledge
• Excellent verbal and written communication skills 
• Excellent organizational skills and understanding of inter-departmental dependencies 
• Excellent client relationship management and new business development skills
• Computer literacy and good working knowledge of relevant systems / computer software 

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.