Head of Claims Advocacy & Technical (Commercial Insurance)

Job Accountabilities

• Lead the Claims Technical and Commercial Claims functions, providing strategic direction across Financial Lines, Cyber, Employees’ Compensation, Liability, Property, Engineering, Marine and International Claims
• Set and maintain the highest standards of technical claims excellence, including governance frameworks, authority matrices, reserving integrity, regulatory compliance and best-practice guidelines
• Shape strategy for major losses, complex or contentious claims, litigation and arbitration, while ensuring timely escalation, reporting and effective reinsurance recoveries
• Act as the executive-level claims contact for strategic broker partners and major corporate customers, leading high-stakes discussions and resolving complex claims matters
• Build trusted broker and customer relationships and deliver claims advocacy programmes that demonstrate service value, risk insights and measurable outcomes
• Partner with Underwriting, Business Development and Distribution teams on major pitches and renewals, positioning claims as a differentiator to support profitable growth and customer retention
• Establish strong feedback loops with Underwriting and other functions by sharing claims trends, loss lessons and emerging-risk insights to strengthen products, wordings and portfolio performance
• Balance customer advocacy with disciplined indemnity and lifecycle management to support sound loss ratios, accurate outcomes and sustainable portfolio profitability
• Collaborate with customers and broker partners to identify meaningful data trends and translate claims insights into practical risk-improvement opportunities
• Develop a high-performing, engaged team by coaching leaders and technical specialists, strengthening succession pipelines and promoting collaboration across Claims, Finance, Reinsurance, Actuarial, Legal, Marketing and Risk Engineering

Job Qualifications

• Bachelor’s degree in Business, Law, Insurance or a related discipline; a professional insurance qualification such as FCII or an equivalent credential is highly advantageous
• At least 10 years of General Insurance claims experience, including a minimum of five years in a substantial people-leadership or department-head role
• Deep expertise in commercial claims for corporate customers and international brokers, with strong knowledge of Property, Engineering, Employees’ Compensation, Liability and Marine claims
• Strong technical exposure to complex areas such as Financial Lines, Cyber, major liability claims, large losses and international claims frameworks
• Proven success in managing broker relationships across local, regional and global levels, with direct experience supporting client pitches, renewals and proposition development
• Sound knowledge of claims governance, reserving methodology, industry standards, market agreements, regulatory requirements and reinsurance recovery processes
• Demonstrated ability to coordinate effectively with regional and global teams on large, complex and technical claims
• Strong commercial acumen, with the ability to connect claims excellence to customer retention, portfolio profitability and business growth
• Exceptional influencing, negotiation and communication skills, with the credibility to engage C-suite executives, broker principals, legal professionals, customers and other senior stakeholders
• Strategic and adaptable leadership style, with the confidence to define frameworks and priorities in a newly created role, manage ambiguity and deliver against demanding deadlines
• Proven ability to build high-performing teams, coach technical talent and foster collaboration across multiple functions

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! 
Join us as we constantly explore new ways to protect our customers and the planet.
 

• Location(s):  HK - Hong Kong 
• Remote working: Hybrid