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Bangalore, KA, IN

Claims Examining Team Leader


About Swiss Re

Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime.

At Swiss Re we combine experience with creative thinking and cutting-edge expertise to create new opportunities and solutions for our clients. This is possible thanks to the collaboration of our 15,000 employees across the world.

We offer a flexible working environment where curious and adaptable people thrive. Are you interested in joining us?


This leadership position includes responsibility for leading a team of Claims Analysts and Claims Examiners of approximately 10 people. The role is based in Bangalore and covers Middle East, Africa, Turkey and Israel markets. Regular duties include the management of daily workflow, delivery of high quality outcomes to set deadlines, people leadership and reporting ideas for improvement of processes where appropriate. Responsibilities also include monitoring and achievement of Key Performance Indicators as well as active and regular communication with internal and external clients and stakeholders. Besides the leadership responsibility, you will have your own assigned claims portfolio, collaborating closely with Claims unit in Zurich and external stakeholders. You will directly report to the Claim Operations Manager in Zurich.



The leadership opportunity

  • Own and understand the Team's business portfolio and be able to provide support to the team through portfolio knowledge & technical skills gained from performing regular processing activities and connecting to leaders in other functions
  • In line with Swiss Re's principles of <Leadership From Every Seat> and Continuous Performance Management:
  • Hire, motivate and manage performance through regular communication as well as the formal performance process. Identify training needs for the team members and support with career development plans
  • Drive, cultivate and develop leadership skills to take ownership, motivate others, establish culture of continuous improvement
  • Give frequent, honest, fair, clear, and constructive feedback to team members, colleagues and stakeholders at all levels
  • Create an inspiring team environment, with an open communication culture
  • Build an inclusive culture: seek strength from the diversity of backgrounds and opinions
  • Recognize high performance and reward accomplishments
  • Prepare team for future operating model and change management


  • Oversee workload management and drive Operational Excellence on KPIs for Claim Operations to achieve the targets and service requirements agreed.
  • High focus on efficient resource capacity utilization within Team by coaching, monitoring and assigning the work to team members and managing workload. Set targets and monitor team progress. Ensure high quality and fulfillment of tasks within given deadlines.
  • Utilize and build data analytics capabilities within the team to enable portfolio steering and contractual feedback to Underwriting.
  • Setting direction of the team to support the overall Middle East and Africa growth strategy. Challenge the status quo; embrace new points of view.
  • Be the point of contact within the team and for internal partners for any portfolio related questions and support
  • Reporting and development of team performance according to steering indicators (Key Performance Indicators).
  • Assure quality and risk management activities; contribute to development of overall PCBM Divison's Risk Management culture
  • Assure professional communication and actively pursue relationships with stakeholders / internal clients and build-up a strong professional network with other locations.
  • Guide team members and coordinate with other functional areas to address client issues that cannot be resolved within the team
  • Seek continuous feedback from stakeholders on performance of the team and opportunities for greater value add to the business.



Essential responsibilities of managing own claims portfolio:

  • Independent review, evaluation and investigation of (low/flow, legal investigations are out of scope) claims from all lines of business - in accordance with policy provisions.
  • Set up of claims and booking worksheets of an assigned portfolio and escalation to a senior claims expert as appropriate under consideration of all certs and technical clauses.
  • Maintain data quality by creating consistency between the information in the system and treaty.
  • Strong analytical acumen, utilizing existing tools for performing analysis and identifying insights and trends.
  • Reporting of insights and trends to relevant stakeholders and liaising with underwriters, clients and brokers on contractual and claims related matters, claims administration and automation opportunities.
  • Demonstrate understanding of the financial transaction end-to-end process and understand the impact of automation and dependencies.
  • Perform root cause analysis, reviews pain points and collaborates across teams, functions and regions to troubleshoot and resolve issues, automation failures and improves internal processes working closely with experts within Operations and from other business functions.
  • Communicate clearly with fellow team members, guide other examiners on more complex matters and provide and receive feedback for and from peers, clients and leadership team.
  • Completion of various projects as assigned (local, cross-locational, regional or global).
  • Some travel to Swiss Re locations or local clients/brokers will be required.


About the team

P&C Business Management Operations EMEA is a culturally and geographically diverse team in Bangalore, Bratislava and other offices across Europe. You will manage a very experienced and highly motivated team of Claims Analysts and Claims Examiners that is handling Reinsurance claims for the Claims Unit in Zurich responsible for African, Middle East, Israel and Turkish markets and APH claims. The team's responsibilities require regular interactions with peers and experts from other global locations. We have a strong link to other Business Management teams and collaborate on a daily basis to deliver best service and most value to our clients.






About you

  • Minimum 7-8 years of strong and credible experience in non-life reinsurance/primary insurance, preferably in Claims or Underwriting. Solid understanding of non-life insurance business, Multiline products and process knowledge. Professional Insurance Certifications would be an advantage.
  • Strong experience working with Insurance clients, promoter of Ease of Doing Business and supporting with a solution-oriented mindset. Previous experience working with High Growth Markets preferable.
  • Excellent verbal and written business communication skills. Proficient knowledge of European languages would be an advantage.
  • Analytical and problem-solving skills - Ability to analyse large sets of data using advanced excel/analytics skills.
  • Ability and willingness to transfer knowledge and experience to colleagues and team members.
  • Ability to develop and lead a team with role modelling the right behaviors. Ability to influence others and motivate people.
  • Prior experience in managing and working with virtual relationships in matrixed environment.
  • Ability to take ownership and work independently, handle multiple priorities, prioritize workload and meet deadlines.
  • Highly motivated to deliver high quality service to the corresponding clients.
  • High degree of flexibility and agility in thought and behavior.
  • Strong learning agility and effective organizational skills.
  • Strong knowledge of MS Office tools and Outlook, advanced knowledge of Excel.



*Formal Note:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Reference Code: 93102