Performance Delivery Lead
QBE Insurance Group
Manila, PHI
1d ago

Performance Delivery Lead

  • PHI - Manila
  • The role is responsible for :
  • 1.Delivering key projects (GSSC, divisional or global projects) and ensuring implementation and management of change are at expectations.

    The role works closely with both the divisional and global claims strategy and transformation leaders to ensure the technical delivery and capability in GSSC meets their needs.

    2.Partnering with GSSC support teams to ensure support to the claims operations teams is effective.

    3.Providing analysis on claims performance trends to better manage portfolio performance and find means to operationalize actions for improvement.

    4.Ensuring systemic performance issues identified are addressed systematically and in partnership with the business owners.

    These requirements include setting global best practices on claims management by operationalizing actions to produce better claims outcomes.

    Recognizing that claims is a key strategic priorities, this role is a key enabler to the operations team by delivering value-

    adding projects, providing portfolio performance trends and analysis and working with support teams to optimize support given.

    This role will encompass all regions where GSSC provides claims support. This role is an individual contributor but will have strong influence over Quality, Workforce, Risk and compliance, Performance reporting, Projects and Change Management teams.

    Strategy and Planning

    Partner with business owners in planning and execution of strategy including QA Strategy and deliver work in line with key commitments in strategy.

    Initiate new ideas and concepts to support the development and delivery of the business plan for the region / branchDevelop programs that improve the level of performance, in coordination with the support teams (ie QA, WFM, Risk, etc)Translate business strategy into operational objectives for specific line of businessCollaborate with business owners on business improvement initiatives and projectsRecommend on the appropriate designs to be used across Policy Support Services processesInfluence various Support teams to align with Policy Support Services strategic objectives and prioritiesMonitor and review assigned Team performance and mitigate any issues / underperformance

    Strategy and Planning

    Partner with business owners in planning and execution of strategy including QA Strategy and deliver work in line with key commitments in strategy.

    Initiate new ideas and concepts to support the development and delivery of the business plan for the region / branchDevelop programs that improve the level of performance, in coordination with the support teams (ie QA, WFM, Risk, etc)Translate business strategy into operational objectives for specific line of businessCollaborate with business owners on business improvement initiatives and projectsRecommend on the appropriate designs to be used across Policy Support Services processesInfluence various Support teams to align with Policy Support Services strategic objectives and prioritiesMonitor and review assigned Team performance and mitigate any issues / under performance

    Policy, Process and Procedures

    Work with Support teams to create and customise programs to support Policy Support Services operationsCompliance to QBE policies, procedures and relevant legislations and regulationsProduce reporting performance trends and analysisIdentify business critical activities in the process and provide visibility to yields, issues, improvement required and risksAddress systemic issues in Policy Support Services operations in collaboration with business partners and Operations leadersMaintain product and system process knowledge.

    Ensure all DTPs and related work instructions are maintained in accordance with QBEs governance and internal audit requirementsDelivery of assigned work to a high quality in line with appropriate audit standards, budgeted times and scheduled completion dates Active contribution to ensuring quality audit processes are appropriately applied

    Customer Focus

    Monitor compliance to action log data as part of issue managementManage stakeholder expectation in areas affecting analysis of the resultsMaintain effective communication with customers / stakeholdersAssist in resolving escalated complaints and feedback in a timely manner Build and maintain effective ongoing working relationships with management and staff of the areas of assigned work, to understand their needs during the assignment process.

    Evaluate compliance with Acts, Policies and Procedures. Identify issues and provide recommendations in the area of assigned work that are relevant, commercial and sound.

    Provide and ensure the delivery of high quality customer service

    Technical Performance

    Performance data gathering, analysis and reporting to stakeholdersManage systemic issues in order to resolve as quickly and economically as possible.

    Ensure required QA audit reviews are conductedSupport and / or implement projectsWork with QA and Risk teams to ensure controls are in place to identify suspicious or potentially fraudulent activities or breaches for regulator-

    controlled services Proactively assists in information gathering, risk assessment and tailoring of audit programs for assigned audits.

    Draft, prepare, and submit audit findings for proposed inclusion in the final QA report.

    People Management

    Develop and maintain effective working relationships within the team, stakeholders and the members of the support teamLead and manage teams in their respective areas of specialization and ensuring their development of knowledge in order to attain the accreditation levels to perform their required functions Active career management and self development Model QBE values in personal work behaviors, decision-

    making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectivesProvide regular feedback to staff on their performance against agreed KPIsFoster a positive environment by modeling cultural expectations and rewarding high performance and valuing "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration and creativity

    Number of Openings : How to Apply :

    How to Apply :

    To submit your application, click "Apply" and follow the step by step process.

    Equal Employment Opportunity :

    QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

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