Claims Service Partner Performance Coordinator

JOB PURPOSE

• Be responsible for managing designated vendor service partner relationships (TPAs, Coverholders and Genpact) to ensure that our service partners consistently deliver the best outcomes are for our clients and business - aligning to MS Amlin Values and adhering to all internal and external procedures and regulation.

JOB RESPONSIBILITIES

• To effectively manage designated service partners to ensure consistent delivery of claims service to MS Amlin claims philopshy, standards and are regulatory compliant. Responsibilities include, but not limited to:

• Coordinate between Service Partner, Claims Manager and DA Claims Manager to appoint and on-board Service Partners efficiently and effectively in accordance with the MS AUL policy, including feedback as to provider service quality and performance.

• Agree with claims managers and communicate to DA Claims Manager (for inclusion in contracts) appropriate SLAs for Service Partner relative to type of customer, expected claim fianncials and qualitiatve profiles, experience, regulation and jusidiction,

• Receive and analyse service performance related information, coordinate with internal stakeholders and service partners to ensure any issues communicated and corrective actions implemented, escalating where appropriate

• Coordinate between DA Claims Manager and designated Service Partners re: Audits (scheduling, outcomes, recommendations)

• Coordinate with DA Claims Manager to understand about bordereaux issues/escalations for designated Service Partners

• Create regular opportunities for meetings with service partners (and brokers, as appropriate), including relevnat Claims Manager/Adjuster to discuss performance and agree actions for any improvements - including in-person visits.

• Providing technical and performance knowledge to support renewal/cancellation

• Planning and execution of any designated Service Partner run-off claims handling arrangements

• Ensuring MS Amlin Claims philosophy and relevant procedures are communicated to all service partners, so they can act as an extension of our team

• If allocated, performing business service management (BSM) activities in the oversight of strategic partnership of Genpact.

• Supporting Claims Service Partner Performance Manager and working with Claims DA Manager, Claims Leadership Team, Claims Managers in execution of DA Claims strategy

• To ensure personal knowledge is uptodate with all regulatory requirements relevant to service partners, sharing this knowledge with colleagues and designated Serivce Partners to ensure awareness and adherence of such regulation

• Be key liaison point for designated service parnters to work together to deliver superior claims service as per MS Amlin Claims philosophy and regulatory requirements, continuously monitoring claims service against agreed SLAs. This includes, if allocated, performing business service management (BSM) activities in the oversight of strategic partnership of Genpact and act as overarching coordinator of relationship.

• Be responsible for providing performance insights, verbally and via formal reporting and dashboards, of DA claims data to monitor performance and facilitate better business decisions by the business and for our clients (including production of regular, data-led, reporting packs to share with business and service partners)

• Build strong relationships and work together with relevant stakeholders to provide a compelling DA claims proposition to our client partners; working in conjunction with Claims Team, DA team and representatives of the Underwriting teams to ensure effective communication is in place through all areas of the business.

• Supporting DA Claims Manager and Claims Service Partner Performance Manager in internal DA Claims governance meetings and other relevant committees, working groups etc

• Proactively participate in business modernization to transform current claims proposition towards our vision for a future claims service proposition

• Act as ambassador of our company, raising our profile in the market and proactively strengthening our claims reputation

What we are looking for:

• Service-orientated - passionate about service performance and client experience
• Exceptional communication skills - ability to positively influence actions and decisions, collaborate, negotiate confidently and actively listen, both face-to-face and via virtual media.
• Strong ability to build trust and manage relationships with external and internal stakeholders
• Decision-making - proven sound judgement and decision making capability, even under time-pressure
• Problem-solving - ability to break down complex issues and spot trends, patterns and interdependcies
• High-performance mentality - self-motivated, outcome-driven with energy and determination to succeed in a fast-paced environment of business transformation
• Growth Mindset - desire for continuous improvement of self, team-members and claims service to be their 'best version'; actively seeking out ways to modernize and improve our service and being flexible to change in line with our clients' and business' evolving requirements
• Experience & Skills Required:
• Knowledge and experience in Lloyd's / London market operational landscape which includes Bordereaux services such as BDX, Vitesse/FCP and DCOM.
• Detailed understanding of FCA and other relevant regulatory environment, particularly regarding consumer duty and outsourcing.
• Firm understanding of key principles and practices of London Market
• Microsoft Office Knowledge e.g. Excel, Power BI
• Willingness to travel and attend client/service partner meetings and events

CONDUCT RULES

With the implementation of the SM&CR (Senior Managers & Certification Regime), the Financial Services and Markets Act gave the FCA new powers to write conduct rules and apply them to all employees within a firm. The Conduct Rules set basic standards of good personal conduct and the role holder will also be expected to perform these to the highest of standards and in accordance with the Conduct Rules as specified by the FCA, as follows:

• You must act with integrity
• You must act with due care, skill and diligence
• You must be open and co-operative with the FCA, PRA and other regulators
• You must pay due regard to the interests of customers and treat them fairly
• You must observe proper standards of market conduct

ABOUT MS AMLIN

MS Amlin is part of a global top-10 insurance group MS&AD, wholly owned by Mitsui Sumitomo Insurance Group, and is regulated by the Prudential Regulation Authority, the Financial Conduct Authority and Lloyd's.

We have an enviable reputation for our customer knowledge, claims service and the specialist insurance and reinsurance expertise we apply. We provide the type of security leading organisations need to break new ground, innovate and offer life-changing services and amenities to some of the world's most challenging regions. Our record extends back over 300 years and today we have more than 1800 people in more than 20 locations worldwide.

MS Amlin's portfolio is split into three Divisions: Property & Allied Lines, Specialty and Reinsurance. Specialty comprises 4 departments (Casualty, Marine, Natural Resources and Crisis Management) and Reinsurance covers a mix of property, casualty and specialty lines.

We are experts in underwriting, with both technical capability and deep knowledge of the areas we insure. Our claims service aims for equality, with efficient, fair and timely claims management.

We're going through an exciting period of modernisation and transformation for which we need entrepreneurial thinkers to help execute our strategic vision for growth. We're on a dynamic path and we need you to help shape it.

We continuously strive to cultivate a truly diverse team. We encourage different perspectives and unique ways of thinking. We look to recruit and reward based on capability and performance, regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. We are committed to taking a flexible approach to working, with a Work Life Better scheme to allow our employees more control over when and where they work, while still continuing to meet our client demands. This flexible approach continues into our benefit scheme, with a competitive package and attractive lifestyle fund.