Head - Global Claims Operations & Shared Services
Location: Mumbai, Chennai or Indore India
Shape the future of global claims operations
We are looking for a strategic and hands-on leader to drive global claims process excellence and shared services operations within IRM. This role offers the opportunity to build and scale a global claims shared service operation from the ground up, while improving efficiency, consistency, quality, and customer experience across the global Claims organization.
This is a high-autonomy role with strong visibility, global exposure, and the opportunity to create something new in the digitalization and automation era of claims management. Over time, the role will also build and lead a team as the shared service capability grows.
Why this opportunity stands out
High-autonomy role with broad ownership and strategic visibility
Opportunity to build and shape a new global claims shared service operation from the ground up
Path to build and lead a team, with a business case to grow 10-15 direct reports within the first 12 months
Strong global exposure, working across regions and with senior stakeholders
Play a key role in preparing claims processes for digitization and automation
Contribute to a transformation agenda focused on efficiency, quality, customer experience, and cost optimization
Responsibilities
Lead the design and rollout of a global claims shared service operation
Harmonize and improve claims processes across regions and insurance lines
Increase efficiency, quality, and consistency while reducing cost per claim
Drive digitization, automation, and process improvement initiatives
Build the SSC business case, operating model, and service framework
Define and track KPIs, SLAs, and performance reporting
Lead global and regional transformation projects from planning to execution
Partner with senior stakeholders across Claims, Risk, IT, and the business
Support the development of data, reporting, and analytics solutions
Provide regular updates to leadership on progress, challenges, and results
Support additional IRM India activities where required
Qualifications & Key Requirements
Strong background in claims operations and insurance process improvement
Experience in SSC setup, transformation, and project delivery
Expertise in marine, property, and casualty claims
Strong stakeholder management, communication, and analytical skills
Chartered Insurance Institute or equivalent accreditation, and qualification from the Insurance Regulatory and Development Authority of India required
Excellent English and willingness to travel
Why join
This is more than a process role - it is a chance to create, lead, and transform. You will help shape how global claims services are delivered, build a new capability in Chennai, and contribute to the next phase of IRM's operational and digital evolution.
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