Associate Director - Claims Advocacy

Overview

Strategic leadership role heading the IKS Claims Advocacy team, serving as a trusted advisor to the US&C Claims Advocacy leadership and driving growth and excellence of the practice.

What you'll do

• Serve as a strategic partner to US&C Claims Advocacy team, providing support and guidance in the development and execution of strategic initiatives
• Align IKS Claims Advocacy delivery support with long-term strategic objectives of the US&C Claims Advocacy leadership
• Develop and implement strategies and frameworks to drive practice growth and enhanced stakeholder and client experience
• Facilitate effective communication across departments and teams, ensuring alignment and coordination of efforts
• Act as an escalation point and lead discussions to manage and mitigate complex situations and scenarios
• Define, monitor and report on team KPIs, SLAs and quality metrics, escalating risks to senior management as appropriate
• Drive continuous improvement initiatives within the Claims Advocacy function, leveraging technology, data analytics and process optimization
• Produce and present management information, reports and stewardship materials to leadership in a timely manner
• Liaise with Operations team regarding claims processing and client feedback to facilitate smooth functioning of the claims process and support revenue generation for the team
• Help develop and promote the Claims Advocacy proposition through thought leadership, insights publications and engagements
• Build and maintain trusted, long-term relationships with stakeholders, acting as a strategic advisor on people, process and technology
• Establish a robust governance framework, leading stakeholder reviews and delivering actionable insights and recommendations on a defined frequency
• Represent the IKS Claims Advocacy team at various forums, reviews and meetings to enhance trust and credibility in offerings
• Build regional or global relationships, collaborate across the enterprise and share best practice to contribute to business growth
• Support new and ongoing Claims Advocacy initiatives aimed at short-term and long-term objectives
• Lead the IKS Claims Advocacy team, setting clear objectives, performance expectations and development plans aligned to people strategy
• Develop and coach colleagues, facilitate training programs and provide the support needed to achieve delivery excellence against agreed KPIs and stakeholder satisfaction
• Establish and drive a robust engagement framework, including regular connects, performance reviews and team meetings
• Drive a collaborative, inclusive team culture that embodies Claims Advocacy values and supports colleague wellbeing
• Timely close all open roles and support hiring, onboarding and succession planning for the team
• Manage resource allocation across the team's portfolio, ensuring appropriate workload distribution and capacity planning
• Build knowledge of the Claims Advocacy business, its offerings and strategic priorities, and leverage industry knowledge in practice development

What you'll need

• 10+ years of professional experience in claims, insurance advisory, risk consulting or business operations
• 5+ years of experience in a senior leadership or management role leading teams in a professional services environment
• Strong knowledge of US casualty insurance, claims management and insurance industry dynamics
• Proven track record of driving strategic initiatives and managing large-scale transformation or process improvement projects
• Demonstrated ability to manage and lead high-performing teams with a focus on talent development, coaching and mentoring
• Strong stakeholder management skills with the ability to influence at all levels, including C-suite executives and external clients
• Excellent communication, presentation and facilitation skills with the ability to distill complex information into actionable insights
• Strong analytical capabilities and comfort with data-driven decision making
• Experience with process improvement methodologies and modern technology platforms

Nice to have

• Experience in a consulting or advisory services environment
• Proven thought leadership and industry visibility in the insurance and claims space
• Experience in building or scaling advisory practices or centers of excellence
• Track record of successfully implementing CRM systems or digital transformation initiatives

Details

• Based in Mumbai
• Hybrid role: at least three days per week in the office, with at least one anchor day per week for the full team