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Senior Claims A
2 months ago
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.
Strategic Planning and Execution
Align claims strategy with the company’s goals and objectives
Plan and forecast resource requirements, ensuring optimisation for claims service delivery
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
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
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
Excellent leadership and people management skills, with the ability to motivate and develop teams.
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.
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.
Customer-focused with a commitment to delivering high-quality service.
Bachelor's degree in Business, Risk Management or a related field. 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
~ 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
~ Strong B2B relationship management experience, maintaining and enhancing business relationships with clients and partners is essential
~ Experience in managing warranty and service plan claims
Proficiency in implementing and managing claims tools, including digital claims platforms, benchmarking tools, and data analytics
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