Technical Support Team Supervisor

2 days ago

Ipswich, Suffolk, United Kingdom WTW Full time
Job Title: Technical Support Team Supervisor

We are seeking a highly skilled Technical Support Team Supervisor to join our Claims Operations team at WTW. As a Technical Support Team Supervisor, you will play a critical role in delivering high-quality claims service to our clients, ensuring that Key Client Outcomes are met.

Key Responsibilities:
  • Manage a small allocation of complex claims from various streams, including EL, PL, Disease, and Personal Injury.
  • Develop and maintain expert knowledge of industry-specific legislation, including Occupiers Liability, ERRA, Six Pack, Apportionment table, and MOJ/CPR, including case law and legal protocols.
  • Monitor Key Client Outcome performance and take appropriate action to deliver pre-defined service standards.
  • Ensure compliance with all aspects of WTW financial processes, including reserving process and payment authorization.
  • Provide high-quality client service, including day-to-day client queries, client meetings, and escalation points.
  • Engage in internal and external audits, support Continuous Improvement Forum, and complete audits and provide feedback to handlers.
  • Provide training, coaching, and mentoring as required, and identify needs for training, coaching, and mentoring.
  • Manage specialist tasks, including escalation points for Fraud Champion, Litigation, or Complaints, and identify trends and trends analysis.
  • Perform detailed claims analysis and complete investigations following identification of points of interest.
Requirements:
  • Understand the impact of laws and regulations on our business and adhere to all policies.
  • Complete all mandatory training and use defined technology in the context of their role.
  • Have knowledge of process efficiency and demonstrate ability to apply principles within direct area of responsibility.
  • Understand data as presented and carry out simple interrogation.
  • Be aware of Risk and Analytics tools available and understand fundamentals of project organization.
  • Know own, BU, and group revenue targets and work within guidelines laid out by BU to support delivering financial targets.
  • Have good knowledge of local market ecosystem and building on knowledge of how it interacts with global markets.
  • Understand carrier risk appetites and develop good carrier relationships.
  • Act in client's best interest and take responsibility for managing client requests.
Behavioral Requirements:
  • Identify explicit and implied client needs by asking probing questions and understanding requirements.
  • Develop solutions that address client inefficiencies and improve the overall client experience.
  • Work respectfully with team members on multiple projects and learn from others.
  • Engage with the whole team and seek/take advantage of diverse thinking to deliver better solutions.

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