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Claims Operations Manager
2 months ago
Company Overview
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.
Job Summary
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. The successful candidate 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.
- Motivate and coach your team by being a visible leader, focused on delivery and your people.
- Drive the right outcomes and implement appropriate action plans to drive results.
- Collaboration and Stakeholder Management
- Collaborate with other stakeholders and the Planning team to ensure the right actions are in place and performance is understood.
- 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.
- Customer Focus
- Understand the drivers of customer satisfaction and implement appropriate action plans to ensure that development and systematic issues are actioned by the appropriate teams.
- Analyze feedback from all sources to ensure that customers' reasonable expectations of performance and service are met, and good customer outcomes delivered.
- Risk Management and Compliance
- 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.
- Communication and Representation
- Represent the area at internal and external meetings.
- May be required to deputize for the Head of Claims.
Requirements
- Leadership and Management Skills
- 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.
- Business Acumen
- Risk management skills; ability to be creative with strategic thinking.
- Experience and Qualifications
- Proven track record in managing a claims operational function is desirable.
- Ability to drive and maintain high engagement scores.
What We Offer
Whatever your role, we reward performance and behavior with a package that looks after all the things that are important to you. Here are some of the benefits 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.
- There are the many discounts we offer – both for our own products and at a range of high street stores and online.
