Claims Operations Director

2 weeks ago

Glasgow, Glasgow City, United Kingdom WNS Global Services Full time
Job Description

Job Summary

We are seeking an experienced Claims Operations Director to lead our team at WNS Global Services. The successful candidate will be responsible for managing operational service delivery across all areas of the site, ensuring staff are trained and competent, and driving process improvements.

Key Responsibilities

  • Operational Management
    • Proactively manage operational service delivery across all areas of the site to agreed contractual service levels.
    • Ensure all staff within their control are trained and competent, operating to agreed standards and cost control in line with budgeted key performance indicators.
  • Process Improvement
    • Challenge current work procedures and recommend process improvements or system developments.
    • Document systems of work which incorporate the business area under their control, detailing staff competencies, agreed operational standards, and key performance indicators.
  • Client Relationships
    • Act as a primary point of contact for a range of clients and proactively communicate service performance levels to agreed standards and schedules.
    • Monitor client revenue performance against budget and identify potential opportunities for growth.
  • Team Management
    • Ensure that all interdepartmental process handoffs are documented and managed, with both upstream and downstream issues being addressed to the benefit of the company and its clients.
    • Ensure that staff under their control work as a team and not in isolation, to the general detriment of the clients or company.
  • Cost Control
    • Ensure that operational performance is achieved in line with budgeted key performance indicators, to make sure that the budgeted cost per process is achieved.
    • Monitor client actual versus budget revenue performance and highlight internally, and externally where appropriate, both under and over performance.
  • Resource Planning
    • Implement a documented system of work that provides direction to staff and provides a framework in which performance and compliance with service levels can be monitored.
    • Manage work states to ensure that work is completed to agreed standards in line with key performance indicators.
    • Ensure that key performance indicators are monitored and regularly defined within systems of work and poor performance is addressed.
    • Ensure that productivity targets are met for each process and that each member of staff under their control performs to agreed minimum levels as defined within systems of work.
    • Demonstrate continual improvement in terms of productivity and/or service delivery.
  • Management Information
    • Provide management information to clients, as required by agreed schedules, to demonstrate performance against agreed contracted service levels.
    • Provide management information including system information, audit results, and internal appraisals to allow the assessment of staff under their control.
    • Ensure all source information relating to staff deployment is maintained up to date, with any changes being communicated in good time to allow the continuing production of accurate management information.
  • Human Resources
    • Ensure all staff under their control are adequately trained and tested to confirm their suitability for the role that they perform, efficient operation to agreed standards.
    • Ensure staff are employed using the agreed procedures for recruitment, and that acceptance into continuing after probationary minimises the risk of removal for poor performance after this stage.
    • Establish regular reporting procedures, both formal and informal, and ensure they are used at all times.
    • Promote understanding of each others business practices and ensure this remains current.
    • Ensure that all staff under their control are regularly appraised in accordance with the agreed procedure.
    • Ensure that staff turnover is managed to levels that support and ensure operation to agreed standards and cost control in line with budgeted key performance indicators.
    • Undertake with the WNS management team half-yearly assessment of competencies, with annual rewards and increases in accordance with overall WNSA policy linked to exceeding the expected performance level.

Requirements

  • Essential
    • Proven experience of leading, motivating, and developing a site of 50+ staff.
    • Experience of resolving complex customer problems/issues/complaints.
    • Proven understanding of customer service processes and systems.
    • Ability to prioritise and plan resources in response to customer/business drivers.
    • Ability to prioritise own and team work load to meet service level agreements/targets.
  • Desirable
    • Experience in running an outsourcing operation.
    • Supervisory/team leading experience in a call centre/claims operation.
    • Motor/Property claims background.
  • Functional/Technical Skills
    • Microsoft Office (Word/Excel/PowerPoint/Visio).
    • Legislation/Regulation.
    • Business Operations.
  • Generic Competencies
    • Communication.
    • Results Focus.
    • Client Focus.
    • Developing Self and Others.
    • Problem Solving.
    • Quality Focus.
    • Commercial Awareness.
    • Systems of Work.
    • Handling Systems.
  • Specific Competencies
    • Planning and Organising.
    • Leadership.

Additional Information

  • Board Reportable Service Levels
    • Delivery of internal and external SLAs.
    • Resource management within target transactional costs.
  • Process/Department Service Levels
    • Delivery of quality and leakage audit results within performance levels.
    • Delivery of SLA and resource within target transactional costs.
    • Optimal customer satisfaction results.
    • Service delivery in accordance with individual client contractual requirements.
    • Performance and behaviours are managed in accordance with recommended HR guidelines and staff handbook.

The position will be reporting directly to the General Manager and will be responsible for all teams' performance at the site, as well as Line Management responsibilities for Assistant and Deputy Managers.

The successful applicant would be required to work from our Glasgow-based office, with hybrid working considered once integrated into the role.

  • Claims Operations Director

    2 days ago

    Glasgow, Glasgow City, United Kingdom WNS Global Services Full time

    Job SummaryWe are seeking a highly skilled and experienced Claims Operations Director to join our team at WNS Global Services. As a key member of our leadership team, you will be responsible for driving operational excellence and delivering exceptional service to our clients.Key ResponsibilitiesOperational LeadershipDevelop and implement strategic plans to...

  • Claims Operations Director

    2 days ago

    Glasgow, Glasgow City, United Kingdom WNS Global Services Full time

    Job SummaryWe are seeking a highly skilled and experienced Claims Operations Director to join our team at WNS Global Services. As a key member of our leadership team, you will be responsible for driving operational excellence and delivering exceptional service to our clients.Key ResponsibilitiesOperational LeadershipDevelop and implement strategic plans to...

  • Claims Operations Director

    6 days ago

    Glasgow, Glasgow City, United Kingdom Aon Full time

    Claims Operations Manager RoleWe are seeking a highly skilled Claims Operations Manager to join our team at Aon. As a Claims Operations Manager, you will play a key role in leading operations and enabling improvements in close collaboration with Senior Leadership.About the RoleAssist in the monthly operational governance process and produce output suitable...

  • Claims Operations Director

    1 week ago

    Glasgow, Glasgow City, United Kingdom Aon Full time

    Claims Operations Manager RoleWe are seeking a highly skilled Claims Operations Manager to join our team at Aon. As a Claims Operations Manager, you will play a key role in leading operations and enabling improvements in close collaboration with Senior Leadership.About the RoleAssist in the monthly operational governance process and produce output suitable...

  • Claims Operations Director

    8 hours ago

    Glasgow, Glasgow City, United Kingdom Aon Full time

    Job SummaryAon is seeking a highly skilled Claims Operations Manager to lead our UK Claims team in a key role that supports one of our core business areas. As a Claims Operations Manager, you will be responsible for leading operations and enabling improvements in close collaboration with Senior Leadership.About the RoleAssist in the monthly operational...

  • Claims Operations Director

    11 hours ago

    Glasgow, Glasgow City, United Kingdom Aon Full time

    Job SummaryAon is seeking a highly skilled Claims Operations Manager to lead our UK Claims team in a key role that supports one of our core business areas. As a Claims Operations Manager, you will be responsible for leading operations and enabling improvements in close collaboration with Senior Leadership.About the RoleAssist in the monthly operational...

  • Claims Operations Leader

    4 weeks ago

    Glasgow, Glasgow City, United Kingdom Aon Full time

    Claims Operations LeaderAre you a seasoned claims expert eager to step into a position that emphasizes guidance, leadership, and the development of claims team members?This flexible role allows for a combination of remote work and in-office collaboration.About Aon:Aon is committed to empowering better decision-making to safeguard and enhance lives worldwide....

  • Director of Operations

    7 days ago

    Glasgow, Glasgow City, United Kingdom Reed Full time

    Job Summary:We are seeking a highly skilled and experienced Operations Manager to join our team at Reed. As a key member of our operations team, you will be responsible for leading and managing the day-to-day activities of the team, ensuring that all tasks are completed efficiently and effectively.Key Responsibilities:Develop and Improve Processes: Develop...

  • Director of Operations

    4 days ago

    Glasgow, Glasgow City, United Kingdom Reed Full time

    Job Summary:We are seeking a highly skilled and experienced Operations Manager to join our team at Reed. As a key member of our operations team, you will be responsible for leading and managing the day-to-day activities of the team, ensuring that all tasks are completed efficiently and effectively.Key Responsibilities:Develop and Improve Processes: Develop...

  • Director of Operations

    4 days ago

    Glasgow, Glasgow City, United Kingdom Reed Full time

    Job Summary:We are seeking a highly skilled and experienced Operations Manager to join our team at Reed. As a key member of our operations team, you will be responsible for leading and managing the day-to-day activities of the team, ensuring that all tasks are completed efficiently and effectively.Key Responsibilities:Develop and Improve Processes: Develop...

  • Household Claims Operations Manager

    4 weeks ago

    Glasgow, Glasgow City, United Kingdom als recruitment Limited Full time

    Position Overview:As a pivotal figure in our organization, you will assume the role of Household Claims Team Manager. This position is tailored for individuals currently operating as Senior Technical Household or Property Claims Handlers who are eager to transition into a managerial capacity.Your Responsibilities:Lead and inspire a team of skilled desk...

  • Claims Operations Manager

    4 weeks ago

    Glasgow, Glasgow City, United Kingdom Aviva Full time

    We are seeking an individual who can motivate and guide their team to achieve exceptional results while fostering effective communication. Are you capable of providing mentorship, coaching, and support to your team, helping them reach their full potential? Do you possess the skills to analyze and interpret data, utilizing it to inform decisions and...

  • Claims Administrator

    5 days ago

    Glasgow, Glasgow City, United Kingdom HRC Recruitment Full time

    Job Title: Claims AdministratorWe are seeking a highly skilled Claims Administrator to join our team at HRC Recruitment. As a Claims Administrator, you will play a crucial role in ensuring the smooth operation of our claims handling process.Key Responsibilities:Accurately Assess and Evaluate Complex Claims: You will be responsible for assessing and...

  • Claims Administrator

    5 days ago

    Glasgow, Glasgow City, United Kingdom HRC Recruitment Full time

    Job Title: Claims AdministratorWe are seeking a highly skilled Claims Administrator to join our team at HRC Recruitment. As a Claims Administrator, you will play a crucial role in ensuring the smooth operation of our claims handling process.Key Responsibilities:Accurately Assess and Evaluate Complex Claims: You will be responsible for assessing and...

  • Manager of Household Claims Operations

    4 weeks ago

    Glasgow, Glasgow City, United Kingdom als recruitment Limited Full time

    Position Overview:As a pivotal leader in the Household Claims sector, you will take on the role of Household Claims Team Manager. This position is tailored for individuals currently serving as Senior Technical Household or Property Claims Handlers who are eager to transition into a managerial capacity.Your Responsibilities:Oversee a team of skilled desk...

  • Household Claims Operations Manager

    4 weeks ago

    Glasgow, Glasgow City, United Kingdom als recruitment Limited Full time

    Position Overview:As a Household Claims Team Manager, you will play a pivotal role in overseeing a group of skilled desk adjusters. This position is ideal for individuals currently serving as Senior Technical Household or Property Claims Handlers who are looking to step into a managerial role.Your Responsibilities:Lead and inspire a team of claims...

  • Operations Director

    2 days ago

    Glasgow, Glasgow City, United Kingdom Sedgwick Full time

    About the RoleWe are seeking a highly skilled and experienced Operations Manager to join our Domestic Major Loss adjusting team. This is a fantastic opportunity for a talented individual to take on a leadership role and drive performance within our team.Key ResponsibilitiesMentor and develop direct reports to achieve their full potentialEnsure the team meets...

  • Operations Director

    2 days ago

    Glasgow, Glasgow City, United Kingdom Sedgwick Full time

    About the RoleWe are seeking a highly skilled and experienced Operations Manager to join our Domestic Major Loss adjusting team. This is a fantastic opportunity for a talented individual to take on a leadership role and drive performance within our team.Key ResponsibilitiesMentor and develop direct reports to achieve their full potentialEnsure the team meets...

  • Insurance Claims Specialist

    4 weeks ago

    Glasgow, Glasgow City, United Kingdom CHUBB Full time

    Are you experienced in the field of Claims Management or have a background in general insurance, administration, or customer service? Join our dedicated team of Claims Professionals at Chubb and contribute to the evolution of the insurance sector. We are actively seeking a Claims Specialist to enhance our Accident & Health division. This position is perfect...

  • Insurance Claims Specialist

    4 weeks ago

    Glasgow, Glasgow City, United Kingdom CHUBB Full time

    Are you experienced in handling claims or have a background in general insurance, administration, or customer service? Join our dedicated team of Claims Professionals at Chubb and contribute to the evolution of the insurance sector. We are actively seeking a Claims Specialist to become part of our Accident & Health division. This position is perfect for...