Claims Operations Manager

1 week ago

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

About the Role

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. We offer an excellent salary of up to £55,000, along with some great company benefits.

Key Responsibilities

  • Manage a group of Team Managers to deliver targets in the areas of service levels, quality, customer, people, and efficiency metrics.
  • Collaborate with other stakeholders and the Planning team to ensure the right actions are in place and performance is understood.
  • Understand the drivers of customer satisfaction and implement appropriate action plans, ensuring that development and systematic issues are actioned by the appropriate teams.
  • Build strong relationships with the 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.
  • 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.
  • 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.
  • 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 and the ability to communicate effectively, in oral, presentational, and written form to a range of audiences.
  • Understand how strategic planning will affect the business area.
  • Understand how market changes and business issues will affect the business area.
  • Risk management skills; ability to be creative with strategic thinking.
  • May be required to deputise for the Head of Claims.
  • The job holder will represent the area at internal/external meetings.
  • Proven track record in managing a claims operational function is desirable.
  • Ability to drive and maintain high engagement scores.

What We Offer

  • The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes.
  • Generous pension contribution.
  • Life assurance.
  • Private medical insurance (permanent employees only).
  • At least 25 days holiday, plus public holidays, 26 days after 2 years' service. There's also the option to buy and sell holiday.
  • Competitive family leave.
  • Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax-efficient salary sacrifice.
  • Many discounts we offer – both for our own products and at a range of high street stores and online.

About Us

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. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers' money in things that make life better for everyone.

If you join us, you'll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

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.

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