Head of Customer Home Claims
1 week ago
LV=GI have a fantastic opportunity for a Head of Home Claims in a National role covering our offices in Croydon, Birmingham and Bournemouth.
We’re not your average insurance company, in fact we strive to be different. You won’t find strict dress codes, jargon-filled documents or unrealistic targets here. What you will find is a welcoming culture, a clear vision and teams of passionate people doing their best for our customers.
LV= GI is a large, multi-award-winning general insurance company, with nearly 3 million customers and aspirations for future growth.
**Role Purpose**:
To lead the Home Claims function and support the creation and delivery of Home Claims Strategy.
**Key Accountabilities**
Leading, motivating and developing the National Home Claims Team to upper quartile performance levels across key performance indicators including financial, customer service and people.
Support a culture of coaching, continuous improvement and use of System Thinking methodology in order to deliver process efficiency and achievement of key measures and outcomes
Support the creation of and implementation of a Home Claims Strategy in a consistent way across multiple sites including home workers.
Drive home customer claims business performance through management of indemnity spend, Best Loved customer outcomes and identifying and eradicating potential leakage.
Drive change projects required to underpin continual business and customer service improvement.
Work with the Business Intelligence team and operational planning teams to implement best practice capacity planning and monitoring to deliver financial, customer, operational and people results.
Be responsible for an effective control environment, including Fraud prevention, Identifying risk issues, escalating appropriately and provide significant contribution to internal risk committee reporting on issues or breaches
Attract, recruit, inspire, develop and maintain high calibre people across the Home Claims function
Invest time and effort in building bench strengths - provide growth opportunities which enable people to feel stretched and challenged.
Ensure that Digital, automated and machine learning solutions are embedded and iterated in line with System Thinking designs.
Ensure that supporting supplier partners in the Home Claims process are effectively monitored and managed in partnership with Network Management and SRM.
**Knowledge, skills, qualifications and experience**
Proven experience of effective management of people remotely based and across multiple sites.
Significant management experience within a large multi-product organisation, leading a large scale operation/function with strategic insight and input.
Thorough understanding of/experience within the end to end claims function and technical ability to operate at competent technical levels across the relevant product range and functions.
Negotiation skills and the ability to provide support for supplier selection in conjunction with Claims Procurement and SRM..
Proven experience in the effective implementation and project management of business improvement initiatives
Full knowledge of FCA requirements including the identification and treatment of vulnerable customers
Ability to analyse and interpret data from a range of sources
A working knowledge of Digital, Automation, Machine Learning and Systems Thinking
Proven record of management skills to include analysis, identifying trends and the ability to make timely decisions and take appropriate action based on findings;
Good understanding of and ability to assimilate regulatory and compliance requirements that will affect the customer experience and operational processes;
Proven track record of building effective working relationships with the ability to lead, motivate and inspire others to achieve their full potential;
Excellent written, and oral communication and numerical skills;
Needs to be able to travel to group sites and to meet national suppliers
Effective cost centre handling
Ability to embed company values and departmental values within day to day working practices
**Why Work for Us?**:
At LV= GI, we go above and beyond to help our millions of customers look after what they love. Putting our people first, and our customer at the heart of everything we do, we’ve made it our mission to become Britain’s best-loved insurer.
Having joined the Allianz family, we’re proud to be one of the largest personal insurers in the UK.
Our purpose is ‘We secure your future’ for our employees, our customers and the wider society. This sits at the heart of our business.
**Our Values**
**Be Brave | With Heart | Everyone Counts | Inspiring Trust**
Our values are more than just words on a website - they influence everything we do and guide us how to do it. Created by our people, for our people, they shape our culture, bring us together and inspire us to be braver and better.
**About the Rewards**
When it comes to flexible w
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