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International Claims Operations Manager in London at Tokio Marine HCC

Date Posted: 3/6/2018

Job Snapshot

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Job Description

Job Purpose:

To assist Head of International Claims in the overall operational management of all Lines of business on all entities within the TMHCC International Company.

Key Responsibilities:

  • Operationally assist in managing all Lines of business on all entities within the TMHCC International Company in order to standardise our claims strategy, systems, reporting, statistics and claims handling. Build a comprehensive knowledge of Company procedures and systems. Working towards standardisation wherever possible.
  • Excellent organisational skills in order to fulfil the role.
  • Strong interpersonal skills to work with all stakeholders
  • Work with divisional claims leaders for each line of business to understand their claims procedures, strategy, systems, reporting, statistics and claims handling. Aiming towards, as far as is possible, standardisation
  • Monitor lines of business are operating within our “Claims Strategy” by reviewing against the set metrics (board report) and ensuring these are relevant and current.
  • Oversight of policy, procedures and processes aligned with Claim Best Practices, internal controls and industry regulations.
  • Attend regular internal meetings with each line of business, and ensure operational matters are reported, minuted, and actioned as appropriate.

TPA / Delegated authority business. (PDGC)/Compliance

  • Managing the day to day the operational management of Delegated Claims Oversight, take ownership of ensuring better use of Data and MI, work closely with TPA's to review and improve their performance and liaising with divisional claims leaders from time to time.
  • Work alongside compliance to complete due diligence/contracts of proposed TPAs and monitoring its progression.
  • Maintaining the control framework and coordinate audits of TPAs. Coordinating Audit schedules and follow ups on remedial action as may be required
  • Ensuring all claims departments and TPA’s have processes and procedures in place for any/all regulatory requirements (for example-Enterprise Act 17, Insurance Act 2015, GDPR Feb 18)

 Internal Management reporting and Data Accuracy for all Boards and Committee’s

  • Assisting in producing EUMC & Board reports
  • Analysing the Metrics / Stats and monitoring against benchmarks and receiving explanations for variances. Spot trends and report to HoC and understand the underlying cause. ( Risk & Capital Management Committee (RCMC))
  • Oversight of Data Accuracy (SII requirements) and remedial actions as may be required. (reported at Operational Risk committee(ORG))
  • Oversight of Product Governance and Distribution –TCF / complaints etc… and remedial actions as may be required.
  • Maintain documentary evidence for Lloyds minimum standard
  • Alternate for HoC as may be required at internal / external meetings.
  • Understanding, reviewing, and production of reports such as:
      • Litigation management
      • Large Loss reports
      • Weekly claims movement
      • Monthly movement
      • Monthly Catastrophe report
      • Quarterly Lloyds Catastrophe Return
      • Quarterly Board reports for HCCI & HCCUA
  • Assist in production of annual Lloyd’s Claims Plan

Involvement in internal / external audits and regulatory reviews (Internal, Pwc, Corporate)

  • Additional point of contact for all external audits and responsible for co-ordinating and sourcing relevant resources.
  • Ensure ERM audits are completed within prescribed timeframes. Co-ordinating and managing relevant resources.
  • Regulatory returns – timeliness and accuracy

Job Requirements

Skills and Experience Specification:


  • Minimum of 5 years’ experience in the Insurance industry, including experience of the claims lifecycle.
  • Experience of Delegated Claims Oversight
  • Experience of managing TPA’s
  • Experience of producing accurate and relevant Management Information/metrics
  • Experience of report production and review up to board level.
  • Proven ability to build effective working relationships with stakeholders
  • High level of Organisational skills
  • Numerate with an excellent working knowledge of Excel
  • Excellent attention to detail
  • Able to communicate effectively at all levels


  • Experience of standardizing claims processes within a claims function.



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