Head of Motor Claims

4 months 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.

It always feels good, helping people when they need it most. Being a reassuring presence when someone needs to make a claim. Our Claims teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here. Motor Claims at DLG covers response, resolution, credit hire, and third-party capture teams (750 FTE). And, excitingly, we’re recruiting for a Head of Motor Claims.

We want to make processing a claim easier, quicker, and better - for everyone. And this role will be instrumental in developing our claims omni-channel customer journey and experience to achieve fantastic commercial, customer, and colleague outcomes. Due to the nature of strong regulatory control and focus across Motor Claims, you’ll be a certified person under the FCA regime.

**What you’ll be doing**

As a wide team across the UK, you’ll need to ensure Motor Claims are joined up across the business - with Demand Planning, our Sales & Service Teams, Finance, Pricing and Underwriting, and of course - with our Motor directors. These relationships will mean you’ll inevitably input into business planning, our Group Claims strategy, and the development of new products or services While there’s lots to do from a commercial perspective, developing your function is at the heart of it. You’ll work with your direct reports to optimise potential and empower their teams to create a high-performing, highly engaged motor claims function.
- Identifying opportunities to improve our Motor Claims service offering strategy to focus on ensuring the delivery of good customer outcomes whilst maintaining DLG’s market-leading indemnity position.
- Be an example of bringing the outside in - leveraging external insight and network to be curious and support change.
- Support, lead, and embed the increased digitalisation and offshoring of the Claims estate and execute any operational changes in line with the Group strategy and technology and change roadmaps.
- Be aware of and ensure compliance with the rules, requirements, and principles of the Financial Conduct Authority (FCA) and any other legal/regulatory/risk management frameworks, with an emphasis on Treating Customers Fairly and Consumer Duty.
- Identify and action any legal and regulatory changes, or trends in claims handling and settlements that could impact policy coverage, pricing and/or claims settlement costs, maintaining effective controls within Motor Claims - ensuring we’re known as doing things right for our customers at all times
- Manage performance of all suppliers and third-party service providers to ensure consistent, optimal outcomes across the end-to-end Motor Claims customer journey.

**What we’re looking for**
- Significant experience in working within the personal lines motor insurance sector - ideally with strong understanding of claims operations
- Experience in large-scale operational management within a regulated environment - with a strong focus on operational and people outcomes (team engagement, performance, and customer outcomes and KPI’s)
- Passion for and supporter of continuous improvement mindset - with an externally focused view across relevant industries
- Experience in reacting quickly to changing market conditions (whether regulatory or economy related)
- Ability to proactively lead business risk and ensure Risk and Compliance remain at the forefront
- Insight into emerging functional and industry responses to increased digitisation and associated changes in customer demand

**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, offering flexibility for everyone.

Our motor claims teams operate out of Leeds, Manchester, Glasgow, Birmingham, and Bromley (South London). Senior Leaders at DLG usually work c.2x/weekly in our offices for collaborative, purposeful meetings, and events. If there are any issues with this, please chat with our Talent Acquisition team; we’ll try to be as flexible as we can.

**Benefits**
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle. Our core benefits include:

- Flexible annual leave - 30 days at this level. You also have the option to buy or sell up to 5 days each year too to suit you the way you want it to
- 9% employer contribution into your pension - regardless of whether or not you

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