Claims Team Leadership Position

3 days ago


Preston, Lancashire, United Kingdom Davies Full time
Job Summary:

We are seeking an experienced Claims Team Manager to oversee the processing of insurance claims. The successful candidate will be responsible for leading a team of claim handlers, providing guidance and training, and ensuring the efficient and accurate processing of claims.

Key Responsibilities:
  • Lead a team of 12-16 claim handlers, providing guidance and training to ensure they meet productivity and quality targets.
  • Monitor individual and team performance, identifying areas for improvement and implementing corrective actions.
  • Oversee the processing of insurance/emergency claims from start to finish, ensuring compliance with company policies and industry regulations.
  • Review and approve complex or high-value claims, ensuring accuracy and timeliness.
  • Compile and analyze data related to claims processing metrics, generating reports for management to assess team performance and efficiency.
  • Making recommendations for process improvements based on data analysis, implementing quality assurance processes to minimize errors and inaccuracies.
  • Regularly listen to calls to understand any blockers to overall customer experience, addressing issues affecting claim processing efficiency or accuracy via regular audits.
  • Resolve escalated customer issues or complaints, prioritizing informal resolution and ensuring a high level of customer satisfaction with the claims process.
  • Develop strategies to improve customer service within the claims department, consistently delivering key KPIs such as Telephony, Claim Progression, Closed Claims, Revenue, and Deployment.
  • Engage with key stakeholders to make resourceful decisions quickly to mitigate failure, and work cross-functionally to share resources where appropriate to sustain performance.
  • Stay up-to-date with insurance laws, regulations, and industry trends, ensuring the claims team adheres to all legal and regulatory requirements.
  • Implement training programs to educate team members on compliance issues, working closely with other departments particularly during seasonal uplift and surge.
  • Collaborate with IT teams to implement or improve claim processing systems, participating in cross-functional projects to enhance overall business operations.

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