Director of Claims Strategy and Operations

5 days ago

London, United Kingdom Direct Line Insurance Group Full time
Director of Claims Strategy and Operations

Apply locations London - Riverbank House time type Full time posted on Posted 10 Days Ago job requisition id R-18292

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 in 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, this new role of Director of Claims Strategy and Operations will be accountable for developing and joining the overall strategy, target operating model and transformation across Claims, continually improving cost and indemnity control and delivering enhanced digital, analytic, automation and multi-channel capabilities to claims resolution and management.

In July 2024, we announced a refreshed strategy with the objective of establishing DLG as the customers’ insurer of choice and delivering profitable growth. Claims has been one of our historic strengths at DLG and is a substantial source of competitive advantage and opportunity for the overall Group. The function managed c.1 million claims and c. £2.2 billion of claims spend in FY22. Our ambition in Claims is to lead in customer excellence and ease, indemnity control and cutting edge Claims technical excellence.

The Director of Claims Strategy and Operations will drive a collaborative and effective working partnership across all functions within Claims and the broader DLG organisation. This includes the Product areas (Motor and Home & Growth), Technology, Operations, Finance and other functional areas help shape Claims and broader enterprise initiatives. 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.

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 Claims Strategy and Operations with a focus on delivering excellent outcomes for our customers and reducing customer effort across Claims Management.

What you'll be doing:

  1. Identifying increased value from indemnity spend and cost control to improve our market position.
  2. Supporting the overall Target Operating Model programme and execution, working in partnership with the Claims leadership team, HR, Transformation, Technology and other functional areas to deliver.
  3. Leading the development and delivery of the Claims digital transformation strategy to ensure realisation of digital and automated capabilities.
  4. Governing and controlling all change activity Claims in terms of change request prioritisation, resource and cost management, and delivery oversight and reporting.
  5. Lead and develop a data driven culture across Claims, looking for opportunities to better leverage data to strengthen commercial, operational, performance, risk and customer outcomes.
  6. Develop a commercial, customer-focused ‘one-team’ culture across the Claims Strategy and Operations directorate.
  7. Build and acquire key capability and talent to support aligned business strategy and group requirements.
  8. Coach and develop the role’s direct reports to build potential, maximise performance and create a high performing, highly engaged Claims Strategy and Operations leadership team.
  9. Ensure that a strong risk management culture, and appropriate risk management and controls processes are actively maintained across Claims.
  10. Identify, own and manage the risks involved in running our business appropriate to my role, in line with the Direct Line Group risk framework.

What we're looking for:

  • Proven claims leadership with previous senior level experience within an FCA-regulated financial services organisation (ideally insurance sector).
  • Deep customer focus ethic and understanding of emerging customer preferences and behaviour in relevant markets.
  • Extensive experience in developing and leading innovative digital transformation strategies and delivery within largescale operational environments in financial services.
  • Strong data numeracy and analytical capabilities.
  • Inspirational leadership with a continuous improvement mindset.
  • Significant experience of operating at an executive level, liaising with key senior stakeholders across both operational and corporate support functions.
  • Ability to proactively manage business risk and ensure compliance remains at the forefront of the business operation.
  • Well-connected and externally focused view across relevant external industries.
  • Alignment with our DLG Leadership Capabilities.

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.
  • 9% employer contribution into your pension.
  • Annual bonus and long term incentive plan eligibility.
  • Free private medical cover.
  • 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. Join us. Help us keep innovating and putting customers at the heart of everything.

#J-18808-Ljbffr

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