Head of Claims

**Head of Claims**

Responsible for managing the Claims team and maximising the team’s performance on a day-to-day basis. Regularly reviewing working processes to identify improvements that may bring efficiencies. Managing the workflow of the team daily to ensure SLAs are consistently reached

**Responsibilities**
- Ensure company service standards are met at all times
- Work within Insurer Claims Handling Terms and Agreement
- Drive and deliver ambitious loss ratio targets in a B2B and B2C environment
- Drive the customer/broker experience ensuring they receive a professional and efficient service as well as identifying solutions for improvements and enhancing the customer service provision
- Be responsible for ensuring net loss ratios and profitability targets are achieved. Whilst taking effective and well considered actions to deliver targets and manage business change.
- Innovate and engage with all areas of the business operations to gain maximum exposure, understanding the challenges and resolving in a commercially effective way.
- Control the distribution of workload to maximise productivity, maintain high quality output and achieve SLA’s and KPI’s
- Work closely with intermediaries to develop relationships with existing clients across other classes/relationships and promoting Company products
- Review claims strategies, produce MI data and will liaise with Insurers and Claims TPA’s to make sure KPI’s are being met.
- Develop strategies in line with company goals and objectives to deliver business targets
- Provide technical guidance, leadership and motivation to team members
- Design, implement and maintain strategies for fraud detection and continuous monitoring
- Participate in strategic planning and performance measurement as part of the Management Team
- Produce weekly and monthly reports on all areas of claims activity, aligning these to business plans and priorities for presentation to the Executive team
- Develop the internal reporting in line with industry leading best practice.
- Carry out effective performance management of the team, ensuring actions are taken where necessary.

**Experience, Qualifications & Skills**
- Successful influencer (internal & external partners) and effective relationship builder at all levels
- Good business acumen, the ability to balance creativity with strong commercial delivery in operational management of developing/coaching a team
- Strong management skills in a commercial environment
- Ability to develop a good knowledge of legislation and regulation including principles of insurance and the insurance marketplace
- Ability to interpret claims trend analysis and make recommendations on continuous improvements
- Liaising with specialists for risk assessment
- Excellent written and verbal communication skills
- Knowledge of Public Liability Claims would be desirable.
- Previous experience in the Veterinary industry as a Veterinary professional is essential
- A dynamic professional; who must demonstrate knowledge of Pets’ with a passion for excellence and customer delivery, along with analytical interpretation, management and claims delivery & implementation.