Claims Manager, null

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We love pets - which is why we're on a mission to make the world a better place for pets and their parents. We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We've helped half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day.

We've won numerous awards for our product, technology, customer service, and for being a great place to work. Our "Complete" policy ranks top of the Which? dog insurance Best Buy tables (2022) we've been voted the Pet Insurance Provider Of The Year in the Moneyfacts Consumer Awards (2022). Our relentless focus on customer experience has been rewarded with 'Best Claims Service' at the Moneyfacts Consumer awards, 'Highest Claims Satisfaction' ribbon from Fairer Finance and the 'Gold Ribbon' for customer experience. (2023).

Our company is respectful, fun-loving and (most importantly) passionate about pets and their wellbeing. Throughout our business you'll meet people who think differently, aim for impact, and love to try new things. Want to join our pack? Join us. Love every moment. Love ManyPets.

About the Opportunity

We're on a mission to make the world a better place for pets and their parents Our Operations team are the heart of our company, making sure our customers have a best-in-class experience when choosing ManyPets to take care of their pets' wellbeing.

We're looking to hire an additional Claims Manager for our UK Claims team. As a Claims Manager, you'll ensure your team meets and redefines operational targets by identifying opportunities to drive efficiencies that benefit our customers and our claims productivity. We'll look to you to collaborate across the business and support our ongoing innovation – you'll play a key role in helping us challenge traditional ways of working within the insurance industry. We're looking for a leader who can bring our company values to life – and someone who can bring out the best in our people. You'll be the point of escalation for any complex claims and support a growing team of Claims Handlers enhance and develop their knowledge (and careers) with us.

Please note: this role is categorised as an Insurance Distribution role by the FCA and works under the FCA's SM&CR and Conduct Rules.

Your FocusLeadership

• Direct and support our Claims team to help us to deliver our vision of world class service.
• Lead a team of Claims Handlers and Team Leaders, who manage claims from notification right through to settlement.
• Work with the Team Leaders to set individual objectives and personal development plans that manage and drive performance.
• Work with the Claims management team to determine overall resourcing requirements, both in-house and outsourced, and ensure efficient and cost-effective planning and scheduling.
• Ensure a regular (monthly) "feedback loop" is completed - providing constructive guidance to the team and recognising high standards of service.
• Maintain team communications through daily, weekly updates and team meetings to ensure all team members are aware of team and product performance.
• Oversee and monitor impact of onboarding and training plans to ensure quick integration into the business and achieve good learning and performance outcomes.
• Work in close collaboration with the Head of Claims to manage stakeholders across the business to further embed and integrate Claims within our wider group offering.
• Work alongside our Finance team to ensure projections and performance are managed within budget – and all resourcing needs are captured appropriately.
• Collaborate with the People team to discover, attract and appoint talent, when needed.

Claims Management

• Be the complex claims point-person, directly handling complex pet claims - and managing referrals from the team and the wider company.
• Through your team, delivering training plans that enable our new joiners to have a swift onboarding into the business - and help them achieve ongoing learning and performance goals.
• Delegate effectively to enable development and decision-making to be taken at the most appropriate level.
• Use management information and qualitative observations to monitor and continually work to improve performance, in customer service and in cost control, take proactive corrective action, and exploit opportunities for improvement.
• Collaborate with colleagues to understand the detail of customer complaints - using these learnings to improve our processes, products, and services.
• Manage implementation and monitoring of the claims training and competence scheme to ensure compliance with regulatory standards and general good management practice.
• Liaise effectively and collaboratively with colleagues across the company to support specific harmonisation, IT and other projects and help ensure benefits are realised.
• Manage ongoing operational relationship with our external partners to drive performance and complete cost analysis to ensure value for business.

Data and Compliance

• Use data to deliver Customer Service and Claims financials targets, in line with our service level agreements and performance indicators.
• Identify and sharing potential trends, issues, or risks - and escalating them appropriately.
• Implement company, legal and regulatory (FCA) policies and procedures to ensure compliance with requirements.
• Maintain accurate and timely records, files, and databases - ensuring data integrity and compliance with Data Protection requirements.

What Leads to Success

Here are some of the individual skills we know will enable you to succeed in this position. If you don't tick every box - don't worry. We can support you in both your personal and professional development:

• You get your "hustle" on – delivering work quickly and to a high standard.
• You embrace and support the development of those around you, setting a compelling vision for your team based on our claims handling principles and company values.
• You are customer-centric and can view what you do through customer's eyes - while remaining commercially astute.
• You can balance the need for compliance and regulation with the personality and emotional depth needed for superb customer care.
• You take a structured approach to complex problems, using data to inform decisions and communicating the results clearly.
• You support others by being there to guide and help unblock any problems, ensuring delivery of quality customer service at every touchpoint.

What We're Looking For

• You'll have a depth of experience of successfully managing and developing multiple claims teams. You're skilled at leading and managing others in a remote-first world.
• You're confident when handling general insurance claims, authorising payments, and implementing quality controls.
• Using your strong analytical skills, you can use a wide range of data points reach decisions and help build continual improvement plans for our Claims team.
• You'll have demonstrable track record of improving team and business performance in a regulated insurance or financial services organisation.
• Ideally, you'll have some experience of working in a scale-up business like ours. Things move very quickly here, and it'll set you up for success if you've done this before.
• We'd love it if you have some experience within pet insurance, but this isn't essential.

Inclusion at ManyPets

We believe diversity, belonging and inclusion are more than just words or things we should be 'seen' to be doing. Having diversity at the core of our business makes us stronger - and the responsibility for creating an inclusive workplace rests with all of us. If you'd like to read more about this, please download our pack. We promise to give you the same opportunities as everyone else and we won't discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback.

Hybrid-Working

We work from home and our company offices in the UK, so we've created our " guide which explains it all. We offer a fantastic range of company benefits to suit everyone in a remote-first world, with a focus on supporting our physical and mental wellbeing.

On a typical day you'll be working from a laptop with a screen, mouse, keyboard, and headset. You'll be meeting your colleagues on Zoom and keeping in touch regularly via email and Slack too – we'd expect you to be using your computer for around seven hours a day. We'd ask that you have a distraction-free work area and a reliable internet connection with a speed of 25Mbps so you can work effectively. We'll make sure you have the right home set-up that supports you in the role by providing best-in-class technology, money towards a desk, and vision support. We're open to discussing any adjustments you may need too – we'll be in touch before you join to discuss what you need to be at your best.

Reasonable Adjustments and Support

If you need any help, support or advice at any point during the hiring process please email our Inclusion team in complete confidence. Our Inclusion team are not the hiring managers for this role and they're here to make sure everyone has a fair and equitable experience when they're considering joining us. If you want to talk or ask any questions, we are here to listen (and we'll do what we can to flex our approach to a process that suits you.)

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