Complaints and Claims Team Leader Financial Services

2 weeks ago

Manchester, United Kingdom First Central Services Full time

We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; They make us stand out, help us succeed. We need a Claims Fraud Team Leader - Accidental Damage to join us in either Haywards Heath, West Sussex or Salford Quays, Manchester ... is that you?
You'll supervise and provide motivational direction to a Claims Fraud team of Fraud Investigators to ensure delivery of an efficient and effective service to the business and Counter Fraud teams at the same time ensuring delivery of business performance objectives, KPIs and SLAs in accordance with company procedures and policies.
You will also support the Claims Fraud Operational Manager with process reviews and implementation of strategic initiatives.
Working flexibly , you'll spend most of your time working from home, with a day a week in the office (so living close to Haywards Heath, West Sussex or Salford Quays, Manchester would be perfect). But of course, it’s your choice - if you prefer to be in the office more - that's good with us too.
Support with problem solving and identifying ways to improve performance.
Have input into and manage departmental procedures specifically in relation to Claims Fraud procedures and drive improvements in processes, procedures and systems. To be responsible for all fraud workstreams and ensure that these are investigated, validated and controlled within agreed metrics and SLA. 
To conduct regular reviews in to Fraud referral frequencies to identify trends, behaviours and opportunities
Ensure MI is accurately recorded in relation to key stages within the investigative lifecycle, to allow accurate reporting on our performance against key objectives/targets.
To monitor and review complaints to establish upheld rates, root causes and process improvements.
To ensure all new claims are investigated thoroughly in line with agreed processes and are validated whilst maintaining a good degree of customer satisfaction.
Provide support to the team and be a referral point for handling customer complaints to achieve a positive outcome.
Frequently monitor and manage the departments key performance indicators to ensure that department and team targets are met.
To be responsible for telephony performance, ensuring calls are serviced in line with SLA and quality expectation
Act as a Subject Matter Expert, leading and supporting projects with the Counter Fraud Services department
Build and support relationship management with all CFS and Claims departments
Build and support relationship management with key fraud suppliers, including reporting and escalation of issues.
To work closely with outsourced providers to deliver a high level of service is delivered to customers, ensuring performance mirrors internal rates/outcomes
Conducting regular reviews to check the accuracy and quality of team’s work.
Set targets for agents and deliver coaching and feedback to the team to achieve KPI’s and SLA’s, and conduct regular performance reviews, including probationary reviews and annual appraisals
Deal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the Operations Manager and HR when required.
Lead the recruitment process and arrange the training of new recruits, or re-training of current employees when required.
Ensure all Fraud Investigators are compliant with TCF principles when liaising with customers and ensure own personal compliance with TCF principles.
Solicitors, Accident Investigators and other suppliers to monitor performance and ensure adherence to processes.
Ensure personal and team compliance with Company Financial Crime policies and other standards and regulations.
Extensive motor insurance experience and claims fraud technical handling capability
A strong background of litigation relating to claims suspected of fraud
A strong background in leading a team, performance management, setting, managing team objectives and disciplinaries
A strong background of leveraging MI to drive performance at an individual, team and departmental level
implementing control measures and removing waste/manual tasks from processes to support efficient and effective claims handling/investigations.
Understanding of claims fraud handling
Excellent knowledge of FCA requirements ( including TCF) and the regulatory framework relating to claims
Comprehensive understanding of regulatory requirements and company principles
Excellent time management and organisation skills
Strong leadership and people management skills with the ability to motivate employees in a high pressurised environment.
Strong analytical and problem solving skills, with the ability to identify inconsistencies and trends (using excel & power-bi)
Strong leadership and people management skills with the ability to motivate employees in a high-pressured environment
We’re happy to discuss flexible working during the recruitment process.
As part of our Women in Finance Charter pledge, we've committed to having 30% of women in leadership roles by the end of 2023.
Simply Health Cash plan. Reclaim the cost of your eye tests, dental, physiotherapy and more
Flexible Bank Holidays
Eight flexible bank holidays; Electric Car Scheme
Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing
Flexible Working
We’re flexible; most roles let you mix office and home working.

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