General Manager - Claims delivery
Open, Australia
Job Description
We’re busy developing the lowest customer effort claims experience in the world through the use of leading digital journeys and cutting edge automation. We believe in a ‘No Excuses’ approach where we want to lead the industry in being the insurer that doesn't come up with excuses for bad customer experiences. We now need a senior leader in claims to own the delivery of this experience and propel us forward as we expand both in Australia and multiple geographies. This requires an extremely high performing individual who has experience both strategically and operationally in claims, and is capable of making strong decisions all the way from claims decisioning right up to designing how our claims processes and teams work across Car and Home. The role will report directly to the Executive General Manager of Operations.
About Open
Open is a Fintech that’s leading a revolution in insurance and we’re well on our way to become the category leader in embedded insurance and growth in 2021. We are backed by VC Airtree and Hollard, and have raised over $25m to date with further funding imminent. We launched in 2016 to build a global, AI-powered platform that makes insurance transparent, less costly and more reliable for consumers. Our consumer brand is Huddle (www.huddle.com.au). We also offer embedded insurance to retail brands and platforms wishing to make it easy for customers to access these products in existing workflows, leveraging AI to present better prices to customers. We work with brands such as Telstra (Australia's largest Telco), and ahm (Major Australian health insurer). We operate across Australia, New Zealand and soon the UK.
We are currently a team of 40+ driven people coming from a wide variety of backgrounds from all across the world, and enjoy solving problems that no one else has. We are careful about who we select, ensuring we only choose the best people who can give us an edge over the market. We’re proud of our 100% growth we achieved last year, the way we work across hubs and homes in Australia and NZ, and our ability to create a product that has changed perspectives on insurance. We plan on more than doubling yet again in FY22
At Open, we believe in using business as a force for good. We're just 4 years old and we are proud that we are a certified B Corporation which means we abide to the highest social and environmental standards. However, we still believe that we’re only 1% of the way there.
About the role
We’re looking for someone with significant expertise in claims (ideally Car or Home), who can point to a number of substantial achievements and outcomes. We’re looking for someone who whilst being able to demonstrate these achievements, has been held back by existing processes and slow technology improvements in their previous roles. This role will allow you to be unhindered in terms of scope of what’s possible, and speed in achieving it. We want you to bring your years of expertise and unleash it in a company that has the capabilities and appetite to deliver an industry leading claims experience.
What you'll be doing:
- Creating leading Car and Home claims processes to improve our claims experience both in Australia and in new geographies
- Fostering a culture of strong claim decision making, supported by clear logic and effective communication
- Finding new suppliers and managing existing ones to improve our claims experience
- Ensuring that our current processes are clear to enable the best out of our specialists
- Finding new ideas to manage and reduce our loss ratio
Requirements
- 10+ years of claims experience with at least 5+ years of claims leadership experience, with most of it being within Car or Home claims
- Proven record of high performance and substantial achievements in your past positions
- Problem solving skills - you’re able to see complex problems, break them down and solve them in a logical and analytical way
- Clear communication skills - your comms create clarity and momentum; your written docs stand on their own
- Leadership skills - you know how to get the best out of people
- Excellent external stakeholder management - you understand how to work with people outside of your company to help you achieve your goals
- Initiative taker - You’re eager to break new ground and create opportunities
- Passionate - your energy to build a better insurance company is infectious
You’ll be expected to work autonomously and with teams. You will be expected to get things done, and be able to point to your impact.
Location of the role
Our offices are located in Sydney, New Zealand and the Sunshine Coast. We’re flexible around these three locations
Benefits
- Jo