Insurance Team Lead
3 weeks ago
As a Team Manager in Davies, you will oversee a team of insurance claim professionals who work to process claims efficiently, accurately, and in compliance with regulations. Your leadership, technical expertise, and excellent service delivery track record will contribute to the success of the claims department and overall business strategy.
Key Responsibilities:
- Lead a team of 12 – 16 claim handlers
- Provide guidance, training, and mentorship to team members
- Monitor individual and team performance to ensure productivity and quality targets are met
- Oversee the processing of insurance/emergency claims from start to finish
- Review and approve complex or high-value claims
- Ensure claims are handled in accordance with company policies and industry regulations
- Compile and analyze data related to claims processing metrics
- Generate reports for management to assess team performance and efficiency
- Make recommendations for process improvements based on data analysis
- Implement quality assurance processes to minimize errors and inaccuracies
- Regularly listen to calls to understand any blockers to overall customer experience
- Address issues affecting claim processing efficiency or accuracy via regular audits
- Resolve escalated customer issues or complaints, prioritizing informal resolution
- Ensure a high level of customer satisfaction with the claims process
- Develop strategies to improve customer service within the claims department
- Consistently deliver key KPIs: 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
- Ensure that the claims team adheres to all legal and regulatory requirements
- Implement training programs to educate team members on compliance issues
- Work closely with other departments, especially during times of seasonal uplift and surge
- Collaborate with IT teams to implement or improve claim processing systems
- Participate in cross-functional projects to enhance overall business operations
Requirements:
- Understanding of insurance principles and claim processes
- Familiarity with various types of insurance products or experience working in a Home Emergency claims operation
- Ability to motivate and inspire a team of claim handlers across remote and hybrid locations
- Strong decision-making abilities, conflict resolution, and problem-solving skills
- Data analysis and interpretation skills, using data from a variety of sources
- Ability to identify trends, patterns, and areas for improvement across your team and the wider business
- Clear and concise verbal and written communication
- Ability to convey complex information in an understandable way to a range of audiences
- Ability to manage multiple priorities and deadlines
- Attention to detail in reviewing claims and documentation
- Dedication to providing excellent customer service and cost management
- Empathy and understanding when dealing with customers' needs
- Commitment to upholding legal and ethical standards
- Ensuring team members understand and follow compliance requirements
- Flexibility to adjust to changes in processes or regulations
- Willingness to learn and implement new technologies, strategies, and ways of working
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