Director of Motor Claims Customer

5 days ago

London, United Kingdom Direct Line Group Full time

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we're a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

Our vision is to create a world where insurance is personal, inclusive and a force for good. Our purpose is to help people carry on with their lives, giving them peace of mind now and in the future. We have ambitions for growth and driving change at pace - aspiring to be the UK's largest insurer.

Operating as a key member of the Claims leadership team and reporting into our Managing Director of Claims, this new role will lead and integrate all the core Motor Claims functions across Direct Line Group (DLG), including Motor Claims Response, Fulfilment, Motor Networks/DLG Auto Services, Credit Hire, 3rd Party Capture, Motor Claims Recoveries and low value Bodily Injury.

The Director of Motor Claims Customer will drive a collaborative and effective working partnership between the Motor product area, Actuarial, Pricing and Underwriting to align the core Claims functions and data with the wider business to help shape product, pricing and growth strategies. As a key member of the Claims leadership team and DLG Enterprise Leaders Network, the role contributes to the wider strategic leadership, direction and development of the organisation and works collaboratively across the broader DLG organisation.

The role holder will be a certified person under the FCA regime and will be responsible for leading and developing a strong risk and controls culture across Motor Claims with a focus on delivering good outcomes for our customers and reducing customer effort in Motor Claims Management.

What you'll be doing:

  1. Develop and optimise the end-to-end Motor Claims operation to improve the customer journey and experience, and to ensure the delivery of good outcomes (customer, risk, commercial, people).
  2. Deliver indemnity improvement and cost control through all claims levers, creating more value and competitive advantage for the group and the Motor P&L.
  3. Accountable for the Motor Claims components of the overall Claims transformation programme.
  4. Lead and develop a data-driven culture across Motor Claims.
  5. Develop a commercial, customer-focused 'one-team' culture across the Motor Claims function.
  6. Coach and develop the role's direct reports to build potential, maximise performance and create a high performing, highly engaged Motor Claims leadership team.
  7. Ensure that a strong risk management culture, and appropriate risk management and controls processes are actively maintained across Claims.
  8. Identify and action any legal and regulatory changes, or trends in claims handling and settlements.

What we're looking for:

  • Deep Motor Claims leadership with previous senior level experience within an FCA-regulated financial services organisation (ideally insurance sector).
  • Significant experience of operating at an executive level, liaising with key senior stakeholders across both operational and corporate support functions.
  • Passion for customer service and the ability to build, develop and motivate high performing teams.
  • Ability to proactively manage business risk and ensure compliance remains at the forefront of the business operation.
  • Alignment with DLG Leadership Capabilities.
  • Well-connected and externally focused view across relevant external industries.

Ways of Working:

Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a best of both worlds approach combining the best parts of home and office-working.

This role will be based out of one of our main offices - c. 3 days per week.

Benefits:

  • Flexible and generous annual leave - 30 days.
  • 9% employer contribution into your pension.
  • Annual bonus and long term incentive plan.
  • Free private medical cover for you
  • 50% off home, motor and pet insurance.
  • Free travel insurance and free Green Flag breakdown cover.
  • Life assurance.
  • Income protection.
  • Access to company car and cycle to work schemes.
  • Retail discounts to your everyday shopping needs

Being yourself:

There's no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That's why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be.

#LI-Hybrid

#LI-RM1

#J-18808-Ljbffr

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