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Head of Claims

2 months ago

Harlow Essex, United Kingdom AutoProtect Full time

We’re looking to fill a key senior leadership position, Head of Claims here at AutoProtect Group.

The successful candidate will be able to demonstrate strategic execution and management of the claims function, overseeing the planning, management, and optimisation requirements of end-to-end claims processes.

The role will be based in our Harlow Office and the working pattern is 40 hours per week, Monday to Friday, 8am-5pm. An occasional Saturday or additional hours may be required.

The role

The key responsibilities you could be looking after include:

Strategic Planning and Execution

  • Implement the strategic vision and operational roadmap
  • Align claims strategy with the company’s goals and objectives
  • Plan and forecast resource requirements, ensuring optimisation for claims service delivery
  • Ensure optimisation efforts are driven collaboratively with other functions

Team Leadership and Management

  • Provide leadership and direction to multiple claims teams and managers (including geographically dispersed teams and outsourced service providers)
  • Oversee recruitment, training, and development of claims employees with an aim to drive improvement and talent density
  • Ensure that performance metrics are in place and regular performance reviews are conducted, and development plans are implemented

Claims Process Ownership

  • Own and optimise end-to-end claims processes, ensuring efficient and effective claims handling that meetings policy holder, business-to-business client and business needs
  • Develop and maintain claim controls to mitigate risk, manage claims spend and ensure compliance
  • Engage proactively with insurers and the in-house underwriting team
  • Manage and optimise claims-related tools including apps, calculators, and benchmark data provision
  • Develop, deliver and continuously improve metrics and reports on claims performance such as service levels, volume, and value

Stakeholders and Regulatory Management

  • Maintain relationships with insurance carriers, regulators, ombudsmen, and industry bodies
  • Work closely with our compliance function, as well as that of our insurers and partners to ensure the claims functions promotes the regulatory and legal requirements, incorporating change where required

Claims Service and Decision Accountability

  • Ensure the delivery of a high-quality claims service to policyholders, maintaining a focus on customer duty and outcomes
  • Adjudicate on complex and high-value claims, in line with company policies and terms
  • Lead negotiations and financial settlements related to claims with the relevant parties
  • Ensure claims processes and decisions represent the companies best interests and ensure fairness and consumer duty
  • Manage the claims escalations from policyholders, B2B clients and colleagues, ensuring satisfactory resolution
  • Implement and oversee quality assurance processes for claims handling and policyholder claims interactions
  • Regularly review and audit claims decisions to ensure consistency and adherence to guidelines
  • Manage claims audits for insurers
  • Deliver regulatory reporting requirement relating to claims

Our ideal candidate

Skills and competencies

  • Excellent leadership and people management skills, with the ability to motivate and develop teams.
  • Exceptional negotiation and communication skills, both verbal and written.
  • In-depth knowledge of regulatory and legal requirements related to claims management.
  • Strong analytical skills, with the ability to interpret data, drive insights and make data-driven decisions.
  • Excellent communication skills across all levels of the organization, ensuring clarity and alignment.
  • Skilled in negotiating with internal and external stakeholders to achieve favorable outcomes.
  • Strong numeracy - competent in handling numerical data and financial information, with a focus on accuracy.
  • Commercial acumen – a deep understanding of the commercial drivers behind insurance products and claims spend.

Personal attributes

  • Customer-focused with a commitment to delivering high-quality service.
  • Detail-oriented and capable of managing multiple priorities.
  • Problem solver with strong decision-making capabilities.
  • Collaborative leader who can build strong relationships at all levels within and outside the organisation.
  • Process and metrics centric.
  • Confident in interactions with senior counterparts.

Essential Knowledge and Experience

Essential:

  • Bachelor's degree in Business, Risk Management or a related field. An advanced degree is preferred.
  • 5+ years’ experience in a senior claims management role within the insurance industry
  • Proven track record in managing large claims teams and driving process improvements
  • Extensive experience in managing the end-to-end claims process, from initial notification to settlement
  • Experience in managing motor-related insurance claims – from the insurer administration perspective rather than the repairer perspective
  • Experience in managing motor industry service providers and repairers
  • Demonstrated experience in managing high-value and complex claims, including settlement negotiations and resolution
  • Experience with claims procurement and working alongside procurement teams to optimise claims-related expenditures
  • Solid experience in reporting on claims performance, including developing KPIs and managing to service levels
  • Experience handling claims escalations and managing stakeholder relationships, including interactions with regulators and industry bodies
  • Comprehensive experience in line management, including leading managers and team leaders effectively
  • Proven ability to manage technical teams and individuals, fostering a collaborative and productive work environment
  • Strong B2B relationship management experience, maintaining and enhancing business relationships with clients and partners is essential
  • Experience in managing outsourced service providers

Preferred:

  • Experience in managing warranty and service plan claims
  • Proficiency in implementing and managing claims tools, including digital claims platforms, benchmarking tools, and data analytics
  • Experience in managing relationships with brokers or insurance intermediaries
  • Exposure to continuous improvement/operational excellence framework such as Lean, Six Sigma or Theory Constraints

Unfortunately, we are unable to provide sponsorship for work permits. Please only apply if you have the right to work in the UK.

Join the AutoProtect Group and Shape the Future

Are you ready to be part of an innovative company that's transforming the automotive industry? At AutoProtect Group, we are dedicated to providing products, platforms, and services that empower vehicle retailers, manufacturers, finance lenders, and brokers. Our solutions simplify operations and boost profitability, while our award-winning customer service ensures a smooth experience for users..

Our diverse business includes four key branches:

  • AutoProtect: Recognised for its outstanding warranties and value-added insurance products.
  • Shine: Our expert, BSI Kitemarke and carbon neutral mobile vehicle repair network.
  • DealTrak: A cutting-edge software platform connecting automotive finance providers with their customers.
  • iComply: Specialised compliance consultancy serving the automotive sector.

We offer our products directly to consumers through online sales channels, ensuring affordability and accessibility. With an agile, efficient team, we're well-positioned to respond to market demands and introduce new products when the time is right. Our mission is to sustain our impressive growth for years to come, and we invite you to be a part of our journey.

Discover our vision and values at and get an insider’s view of life at AutoProtect Group on our

Ready to make your mark?

Apply now and join us in driving innovation and success in the automotive industry

Please note we are not working with agencies at this time.