Head of Household Claims

3 months ago

Royal Tunbridge Wells, United Kingdom The AA Full time

**Company description**:
**Job Title**: Head of Household Claims

**Location**:Tunbridge Wells - Hybrid

**Contract**: Full-Time/ Permanent

**Hours**: Monday to Friday

**AA Summary**

Thought The AA only provide roadside assistance? Think again.

For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as a Head of Household Claims, you’ll play a key part to our success and join us on this exciting motoring journey.

LI-THEAA #LI-Hybrid

**This is the job**:
As the Head of Household Claims, you will oversee the successful delivery of the Household Claims Service to AAUICL Customers. This entails designing and implementing business strategies, operational activities, and processes to meet current and future business targets for indemnity and spend as well as EBITDA targets. You will also be responsible for managing external suppliers' performance to ensure optimum control of indemnity spend, risk, audit, compliance, relationship, and performance value with suppliers and services to optimize customer and commercial return.

You will be managing all AAUICL household claims complaints, audit, and compliance activities, you will also be responsible for providing timely management information (MI) for regulated activities, including Risk, Financial, Customer, Consumer Duty, Product, and People. You will collaborate with functional teams to ensure operational performance and report to the Managing Director of Accident Management and Insurance leadership team.

Finally, you will ensure the timely and well-executed delivery of new initiatives that contribute to the revenue and growth of AAUICL.

**What will I be doing?**:

- Reporting to the LCL board and a member of the LCL executive committee, accountable for the management of Managers, Team Leaders and agents across the Household Claims Team with the main objective of controlling indemnity spend and maximising claims recovery opportunities.
- To lead the function to deliver world-class customer service including achievement of operational targets and standards. To lead the team to implement the functional operational strategy(s) to achieve the agreed commercial performance and quality of customer service standards as well as meeting our regulatory requirements
- Responsible for the design, implementation and maintenance of an effective claims process and ensuring that claims are proactively managed within the teams, controlling indemnity spend.
- To accurately report timely management information (MI) for regulated activities including Risk, Financial, Customer, Product and People, engaging cross functional teams in operational performance
- To ensure the development and implementation of the forecast and plan for operational resources to achieve the agreed standards of service (Answer Time, Handling Time, Abandon Rate) and minimise the cost
- Proactively obtain, analyse and report on internal and external feedback and statistical data in order to track performance, identify trends / risks and opportunities to improve customer service delivery, maximise cost-efficiency and low indemnity spends. Promptly identify and take action to remedy inadequate performance or customer experience concerns and highlight operational risk
- Responsible for the function achieving the agreed quality outcomes including customer satisfaction, NPS and CSAT scores and compliance with regulatory requirements
- To lead the right conduct and culture for the function that aligns to the AA vision values and behaviours and delivers great customer outcomes
- To adhere to the policy, procedure and standards for compliance with financial regulations including the FCA’s Statements of Principles and Code of Practice and FCA Value Measures

**What do I need?**:

- Extensive experience in household insurance claims
- Considerable line management experience with proven ability and results in getting things done
- Relationship, cost, risk and value led, with the ability to deliver significant relationship and commercial value
- Experience of problem solving in large complex financial services organisations
- Ability to organise and work towards strategic objectives setting personal milestones
- Self-motivated and ability to work with mínimal supervision to deliver agreed business outcomes
- In-depth knowledge of insurance and the claims process
- Management of cross-functional projects and commercial awareness of business benefits and risks
- Excellent leadership and management skills
- Stakeholder management, ability to build strong networks and influence upwards
- Effective communication and interpersonal skills with ability to adapt styles to influence others
- Commercial thinking and det

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