Head of North America Client Relationship Management & Claims Advocacy

Company:

Description:

The Head of North America Client Relationship Management & Claims Advocacy leads two critical client-facing capabilities within Client Support Services (CSS): Relationship Management and Claims Consulting & Advocacy.

This senior leadership role is responsible for strategic client relationship management, claims consulting and advocacy, complex claims resolution, catastrophe response, and differentiated post-placement client service. The position serves as a senior advisor and advocate for clients, helping ensure key reinsurance accounting, claims, recovery, and service requirements are effectively managed while identifying opportunities to strengthen relationships and deliver additional value.

Working closely with Broking, CSS, Analytics, Legal, markets, and senior leadership, the role brings together Relationship Management and Claims Consulting & Advocacy to provide an integrated approach to client service and advocacy. The successful candidate will be a highly visible leader and trusted advisor to clients, brokers, markets, and colleagues, combining executive leadership, technical reinsurance expertise, strong relationship management, and sound commercial judgment.

This is a hybrid role with the requirement of being in the NYC or Philadelphia office 3 days a week.

What to expect:

Client Relationship Management & Strategic Account Support

Drive our strategic client relationship management approach, deepening engagement with key clients, anticipating their needs and connecting the full breadth of our capabilities to deliver differentiated client service.

• Lead the North America Relationship Management function, establishing priorities and service expectations for strategic and high-profile client relationships.
• Serve as a senior point of contact and escalation for select clients, overseeing significant reinsurance accounting, claims, and post-placement service matters.
• Develop a strong understanding of client businesses, priorities, and reinsurance programs to anticipate needs and provide relevant advice and solutions.
• Partner with Broking and CSS account teams to strengthen client relationships, improve the client experience, and support retention and growth.
• Oversee significant client projects and service initiatives, coordinating resources across functions and geographies and ensuring commitments are delivered.
• Lead client meetings, strategic account reviews, and service discussions, providing appropriate issue resolution and escalation.
• Use account analysis, reporting, and benchmarking to identify service trends and opportunities to improve client outcomes.

Claims Consulting & Advocacy

Advance our claims advice and thought leadership, bringing claims expertise, market insight, and emerging trends to clients and reinforcing Claims Consulting and Advocacy as a differentiated component of our client value proposition.

• Lead the North America Claims Consulting & Advocacy practice and its continued development across relevant lines of business.
• Serve as a senior advisor and advocate on significant, complex, disputed, or strategically important reinsurance claims.
• Provide guidance on coverage interpretation, claims presentation, recovery strategy, market negotiation, and dispute resolution.
• Advocate for timely recognition, settlement, and recovery of claims and coordinate escalation strategies for challenging matters.
• Build and maintain senior relationships with reinsurers, claims executives, adjusters, legal counsel, and other market participants.
• Monitor carrier performance, emerging coverage issues, and market trends and use those insights to improve client outcomes.
• Help clients strengthen claims preparedness, reporting protocols, recovery strategies, and claims management practices.

Catastrophe & Major Event Response

• Lead North America claims consulting and advocacy activities during major catastrophe and systemic loss events.
• Coordinate resources and expertise based on client needs and event characteristics.
• Support clients in developing and executing effective recovery strategies and market engagement.
• Ensure timely and relevant communication with clients, brokers, markets, and senior leadership.
• Continuously enhance catastrophe response protocols and client communication frameworks..

Team Leadership & Talent Development

• Lead, coach, and develop the North America Relationship Management and Claims Consulting & Advocacy teams, fostering a culture of client focus, ownership, accountability, and collaboration.
• Establish clear performance expectations and ensure resources are effectively deployed against client and business priorities.
• Develop technical, consulting, relationship management, and leadership capabilities and maintain appropriate expertise across key claims disciplines.
• Partner with brokers and client executives on client retention, account development, prospect opportunities, and strategic account reviews.
• Identify opportunities to expand client engagement and develop new relationship management, claims consulting, advocacy, and advisory solutions.
• Build succession and talent development plans to strengthen the long-term capabilities of both functions.

Insights, Governance & Operational Excellence

• Leverage data, analytics, benchmarking, and market intelligence to strengthen client advice and decision-making.
• Monitor emerging claims, legal, regulatory, and market developments and contribute to relevant client and industry thought leadership.
• Represent the organization at industry conferences, client events, and market forums.
• Establish appropriate governance, quality standards, performance measures, and operating procedures across both functions.
• Ensure effective coordination among Relationship Management, Claims Consulting & Advocacy, Broking, CSS, and other key stakeholders.
• Drive continuous improvement in service quality, consistency, efficiency, and client outcomes while ensuring compliance with company policies and professional standards.

What you need to have:

• Bachelor’s degree in insurance, Risk Management, Business Administration, Finance, Law, or a related field.
• 20+ years of progressively responsible experience in reinsurance, insurance, claims consulting/advocacy, client relationship management, or reinsurance broking.
• Demonstrated experience leading senior client-facing professionals and high-performing teams.
• Strong knowledge of reinsurance structures, treaty and facultative business, reinsurance accounting and claims processes, coverage interpretation, and claims resolution.
• Experience managing complex client relationships, significant service issues, and large, disputed, or catastrophe-related claims.
• Strong executive presence with the ability to influence senior clients, carriers, brokers, and internal stakeholders.
• Exceptional relationship management, communication, negotiation, presentation, and consulting skills.
• Strong strategic judgment, analytical capabilities, and ability to operate effectively across functions and geographies.

What makes you stand out:

• CPCU, ARe, ARM, RPLU, JD, or other relevant professional designation.
• Experience with catastrophe, casualty, cyber, emerging risks, and specialty claims.
• Experience representing an organization in industry associations, market committees, conferences, or client forums.
• Experience using data and analytics to support client advisory, benchmarking, and performance management.
• Proficiency with Microsoft Office Suite, Power BI, and relevant claims and analytics platforms.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.