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Claims Operations Director
2 months ago
Role Summary
We are seeking a highly skilled and experienced Claims Operations Manager to join our Group Protection Claims area. As a key member of our team, you 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
- Manage a group of Team Managers to deliver targets in the areas of service levels, quality, customer, people, and efficiency metrics.
- Collaborate with other stakeholders and the Planning team to ensure the right actions are in place and performance is understood.
- Understand the drivers of customer satisfaction and implement appropriate action plans, ensuring that development and systematic issues are actioned by the appropriate teams.
- Build strong relationships with the 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.
- 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.
- Analyze feedback from all sources to ensure that customers' reasonable expectations of performance and service are met, and good customer outcomes delivered. Where failings are identified, provide information to management of relevant areas to enable changes to be made.
Requirements
- 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.
- Risk management skills; ability to be creative with strategic thinking.
- May be required to deputize for the Head of Claims.
- The job holder will represent the area at internal/external meetings.
- Proven track record in managing a claims operational function is desirable.
- Ability to drive and maintain high engagement scores.
Benefits
- 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.
- In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart.
