Claims Operations Manager
1 month ago
Job Summary:
We are seeking an experienced Claims Operations Manager to lead our Claims Teams and drive performance excellence. As a key member of our leadership team, you will be responsible for managing and enhancing the performance of our Claims Teams, ensuring they consistently deliver exceptional results.
Key Responsibilities:
- Operationally manage the First Contact teams and Claims handling team.
- Provide leadership, development, and coaching of Team Leaders and their team members.
- Actively engage and support the development of Team Leaders to ensure strong performance and succession planning.
- Contribute to the design and implementation of Continuous Improvement programmes and projects.
- Carry out regular 121s, developing a culture where training and development are part of the team, identifying actions, and working with the Quality and Training team to ensure the skills and knowledge are developed effectively.
- Ensure effective and consistent communication throughout the team and encourage feedback to enhance the customer experience.
- Capacity planning across all teams and multiskilling team members.
- Undertake quality assurance calibration checks to ensure consistency and high levels of quality are achieved and maintained.
- Prepare and provide regular management reports on team performance using a suite of reports and tools, using the information to identify areas for improvement and taking action to make improvements.
Requirements:
- Excellent people management skills with the ability to adapt approach to suit any situation.
- Positive and effective communication throughout the team and encouraging feedback to enhance the customer experience.
- Experience in managing managers is vital to ensure effective leadership, strategic decision-making, and the coordination of multiple teams.
- Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
- Have gained experience in performance management to ensure strong performance is recognised as well as conducting disciplinaries when required for underperformance or conduct issues.
- Must be a people person with the ability to build and maintain effective relationships with both internal and external stakeholders.
- Identifying and instilling best practice, processes, and systems and driving continuous improvement environment.
- Maintain open and honest channels of communication at all levels across the business to facilitate best-in-class sharing and root cause analysis.
- Possess extensive operational management and claims handling experience, with strong performance management skills.
- Skilled in continuous improvement, and problem-solving, and have an approachable demeanour.
- Ability to coach individuals to enhance performance and am driven to consistently make improvements that increase efficiency and satisfaction.
What We Offer:
- 27 days annual leave (plus bank holidays) and a holiday purchase scheme.
- Hybrid working.
- Generous pension scheme, with an employer contribution of up to 10.5%.
- Life Assurance (x4 salary).
- Subsidised private medical insurance.
- Cycle to Work scheme.
- Employee discounts platform, including gym discounts.
- 24/7 employee assistance programme supporting your mental wellbeing.
- 2 days volunteer leave.
- Equalised maternity, paternity, adoption leave and pay for all new parents.
- Payroll Giving, this allows you to make donations to your chosen charity through monthly pay deductions.
About Us:
We are NHBC, the market leader in new home warranty and insurance. Our people are driven by our core purpose to raise standards in housebuilding and protect homeowners. We are a modern, lifestyle, and family-friendly employer who are in a period of rapid growth, investing in technology, data, and new ways of working. We need passionate, talented, and driven people to join us on this journey.
Our Inclusive Culture:
We are committed to creating an inclusive culture that encourages everyone to bring their true selves to work. We fundamentally believe in the rights of all our employees and customers to be treated fairly, with dignity and respect, free from discrimination. We have active employee networks that support our colleagues and their allies, creating safe spaces for open conversations and the sharing of ideas.
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