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FoS Claims Governance Manager - European Economic Area (EEA) (Hybrid)


FoS Claims Governance Manager - European Economic Area (EEA) (Hybrid)


Zurich Insurance Plc is looking for a FoS Claims Governance Manager reporting to Head of EEA Oversight to oversee the claims quality and governance strategies, plans and processes in order to provide assurance that the EEA underwriting business operates efficiently, effectively and in accordance with agreed rules and frameworks.


This role may be available part-time or full time. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time.  Please talk to us at interview about the flexibility you may need.

Your Role


As a FoS Claims Governance Manager your main responsibilities will include, but not necessarily be limited to, the following:


o    Act as an effective liaison between cross border Claims Governance teams where required. 
o    Ensures that claims controls and procedures for EEA business are in existence, of an appropriate quality, with supporting development and maintenance strategies. 
o    Contributes to, and leads (where appropriate) the ongoing development, implementation and maintenance of governance tools and quality control processes. 
o    Provides consultative support on local governance processes and practices. 
o    Ensures full oversight and compliance with all ZIP requirements for the effective management of large / complex claims, focussing on the timely setting of an accurate reserve in line with guidelines and the appropriate escalation of all large / potentially large claims. 
o    Ensures necessary reporting is in place and collaborates with the cross-border Line of Business Claim Heads, ensuring excellent communication on all major losses. 
o    Provides, and leads on delivery of (where appropriate), assurances, clarity and evidence of oversight controls and procedures in place on EEA Complex Claims to any internal or external audit function where required.  
o    Contributes to the development of business effectiveness through monitoring of activity and making recommendation for change/remedial action Ensures business compliance with regulatory compliance (including Zurich Risk Policy).
o    Participates in Integrated Assurance Activities and actions, as appropriate, e.g. to identify key risks, identify requirements for future programs.
o    Have oversight of the monthly governance or operational meetings held by the Claims teams to ensure the effective performance of the EEA business which may require attendance at meetings.
o    Oversight and reporting on the claims management of the EEA portfolios including analysis to monitor claims trends and the claims controls for EEA business including managing change and remedial actions as required.
o    Work on a cross border basis to further develop claims standards, controls, practices, and procedures including claims process guides and documentation for EEA business. 
o    Monthly reporting to provide oversight of controls process KPI’s are being met.
o    Provide Ireland Head of EEA Oversight and Executive Committee with summary of claims performance quarterly ensuring that Management/Legal view reporting is clear and accurate.
o    Carry out bi-annual reviews of claims activities the results of which will feed into the Ireland Governance Forum. 
o    Carry out bi-annual reviews or claims reviews (Ireland led where required) of claims activities and confirm compliance with Claims Guidelines.
o    Liaise with cross border team to ensure correct reporting of data from a claims perspective.
o    Provides, and leads on delivery of (where appropriate), assurances, clarity and evidence of oversight controls and procedures in place on EEA Claims to any internal or external audit function where required.  



Business Accountabilities



Promoting Ethics Based Culture 

In order to promote an ethics-based culture within the Governance team: 
o    Develop and execute a training and awareness strategy, implement Compliance training and provide management with relevant metrics 
o    Maintain the Group Policy relating to reporting of violations and concerns and provide management with relevant metrics 
Compliance Solutions 
o    In conjunction with Compliance, assess new laws and trends and their applicability and implementation to Zurich’s operations in the jurisdiction in order to ensure that they are fully identified and managed 
o    Advise the first line of defence with respect to policies (i.e. their adoption, development, implementation and maintenance), practical guidance, training, relevant controls, and processes for mitigation of risks   
o     Advise and support business management in its regulatory relationship management regarding topics from group policies thereby upholding the organization’s public image. 


Overall Assurance 

o    Oversee and document the claims assurance planning process in conjunction with cross border teams defining and prioritizing forthcoming activities to sufficiently address regulatory requirements, business concerns and risk exposures identified through the risk assessment and other risk assessments 
o    Share monitoring results and agree on actions with senior management and other relevant stakeholders and follow up with business on agreed improvement actions 
o    Provide assurance to management and appropriate governance bodies that risks within Claims for EEA business is appropriately identified and managed. 

Project Management 

o    Organize and deliver functional projects within the defined scope and timeframe and in accordance with agreed cost and quality targets 
o    Accountable for the completion of functional projects and the project deliverables to required level of quality 
o    Participate in project steering committees for projects with no dedicated legal sub project, ensuring that legal requirements and considerations are taken into account.


Performance Management Accountabilities 


o    Model behaviours that demonstrate commitment to corporate values. 
o    Provide input into performance management discussions of project team member
o    Educate team members and business partners on area of technical expertise. 
o    Provide guidance and support for team members. 
o    Take action to manage own personal development and encourage others to do the same.

Education and Experience




Bachelors degree or equivalent and expert experience




Experience working internationally would be an advantage 
Multi line and multi-jurisdictional experience
Experience managing large and complex
claims in multiple lines of business.
Coverage/extra contractual litigation experience with experience in insurance industry
Possesses a high and extensive level of legal analysis and knowledge of product and industry
Highly numerate and analytical thinker
Excellent negotiation and communication skills
Ability to resolve conflict and complaints
Pro-active and innovative approach
Astuteness and commercially aware
Highly discrete with confidential information
Able to present information and arguments in a clear and compelling way
Fluent in written and spoken English, any other language big benefit
Excellent analytical and problem solving and decision making skills
Excellent knowledge of legal and regulatory requirements
Sound knowledge of contractual law and or/experience of third party oversight – service agreements, due diligence and governance regulatory requirements
Risk Management experience desirable 
Able to influence across all levels both internal and external
Ability to manipulate data and produce reports with ability to use MS Office applications, Word and Excel
Experience of working with external clients

Relationship management and leadership skills

Additional Information


Primary work location is Blackrock. Position is Dublin-based but occasional travel may be required to other Zurich locations.


If you value an exciting and varied working environment and meet the above requirements, then our recruiter  is looking forward to receiving your application by clicking on the button “Apply online”.


Who we are 


Zurich is one of Ireland's leading insurance companies providing a wide range of general insurance and life insurance products and services. The company employs over 1,000 people across its locations in Dublin and Wexford. 


Zurich is a strong brand – with our 53,000 employees worldwide form the basis of our success, helping our customers in 210 countries and territories to understand and protect themselves from risk. In order to deliver our services, we offer our employees flexible working models and interesting opportunities for further training & development. As a Zurich employee you benefit from a multitude of advantages as well as a strong culture, characterized by acceptance, diversity and team spirit.
At Zurich, we foster a culture of diversity and inclusion. Our purpose and values are designed to protect, inspire confidence and help our employees reach their full potential. We value and defend what is right and promote opportunities for equity among our professionals, regardless of gender, disability, LGBTQ +, race, ethnicity, generations, belief, etc. Join Zurich and be part of this culture. Together we are committed to delivering on our purpose - Let’s Create a Brighter Future Together!



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