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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