Claims Operations Manager

6 days ago

Brighton, Brighton and Hove, United Kingdom Legal & General Full time
Job Description

We are seeking a highly skilled Claims Operations Manager to join our Group Protection Claims area. This is a hybrid role, where you will work in our Hove office 1-2 days per week and the rest from home.

As a Claims Operations Manager, you will be responsible for guiding and managing the Group Protection claims Assessor and Admin teams to provide a proactive and comprehensive claims management and assessment service for a defined account portfolio across all Group Protection Products.

Key Responsibilities:
  • Leadership and Management: Manage a group of Team Managers to deliver targets in the areas of service levels, quality, customer, people, and efficiency metrics.
  • Collaboration and Stakeholder Management: Collaborate with other stakeholders and the Planning team to ensure the right actions are in place and performance is understood.
  • Customer Satisfaction: Understand the drivers of customer satisfaction and implement appropriate action plans, ensuring that development and systematic issues are actioned by the appropriate teams.
  • Relationship Building: Build strong relationships with internal functions such as Customer Service Operations, Scheme Underwriting, Sales, Finance, and Operational Planning to ensure that the Claims Operation continually evolves to meet the changing needs of our internal and external customers.
  • Issue Resolution: Evaluate, review, and resolve issues at area level to ensure consistency of service, resource, and quality across all teams while maintaining a strong risk management and mitigation framework.
  • Employee Management: Take the lead in all matters regarding the management of employees, ensuring that management discretion is used in a consistent manner and that the area follows the Group's policies and procedures, including the Partnership Agreement, to maximize business performance.
  • Feedback Analysis: Analyze feedback from all sources to ensure that customers' reasonable expectations of performance and service are met, and good customer outcomes delivered. Where failings are identified, provide information to management of relevant areas to enable changes to be made.
Requirements:
  • Strong Interpersonal Skills: Strong interpersonal skills and the ability to communicate effectively, in oral, presentational, and written form to a range of audiences.
  • Strategic Planning: Understand how strategic planning will affect the business area.
  • Market Awareness: Understand how market changes and business issues will affect the business area.
  • Risk Management: Risk management skills; ability to be creative with strategic thinking.
  • Deputisation: May be required to deputise for the Head of Claims.
  • Representation: The job holder will represent the area at internal/external meetings.
  • Proven Track Record: Proven track record in managing a claims operational function is desirable.
  • Engagement: Ability to drive and maintain high engagement scores.

We offer a competitive salary of up to £55,000, along with some great company benefits, including the opportunity to participate in our annual, performance-related bonus plan and valuable share schemes, generous pension contribution, life assurance, private medical insurance, at least 25 days holiday, plus public holidays, 26 days after 2 years' service, and the option to buy and sell holiday. We also offer competitive family leave and participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax-efficient salary sacrifice. Additionally, we offer many discounts on our own products and at a range of high street stores and online.

Legal & General is a leading financial services group and major global investor, named Britain's Most Admired Company in 2023, for the second year running. We aim to build a better society for the long term by investing our customers' money in things that make life better for everyone. We strive to be open, mindful, and inclusive, so are always willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs. If you're open to finding out more, we'd love to hear from you.

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