Motor Claims Team Leader

**Company Overview**

We are The Innovation Group - for over 20 years we have worked with the world’s leading insurance companies to transform their claim management processes and manage their customer experience, and we are growing We are looking for a motivated and drivenMotor Claims Team Leader (Internally called a Claims Partnership Manager) to joined our diverse and close-knit team.

Innovation Group manages critical incidents in the car and home on behalf of the world's leading insurers, brokers and fleet managers, together with warranty and service plan provision for many OEMs and automotive dealerships, globally. We bring togethera world-class supplier network, outstanding people and sophisticated technology platforms to provide three principal advantages to our clients and their customers.

**Job Purpose**:
This position will be responsible for Claims Team achieving business objectives and team targets for all claims throughout all phases of a claim. This position will have internal and external stakeholder management involvement particularly with the clientarea they are responsible for. You will be responsible for translating business strategy into tangible plans for their subordinates, ensuring that they work closely with peers to ensure that the correct resourcing model is in place to operate successfully.

**Key Responsibilities**:
Include but are not limited to:

- Manage claims in accordance with published processes, rules and best practice;
- Ensure work is kept up to date and entered onto the claims management system;
- Ensure the departments philosophy, standards, service levels and complaints procedure are adhered to;
- Manage supervisors and members of team;
- Oversee and ensure team productivity and performance, leveraging operational performance data to drive improvements in the team and identify risks and trends that could impact performance delivery;
- Support the creation of an Operational Strategy to ensure a sustainable performance model is in place that is recognised externally by clients and customers as a reliable and leading outsource provider;
- Drive performance of the team leveraging outcome-based metrics to hit key SLAs;
- Ensure the customer journey is at the centre of team processes to drive customer satisfaction and provide the right interventions should customer experience be at risk;
- Ensure any out of line issues are escalated up the management line in a timely manner;
- Resolve team issues;
- Develop team through 1-2-1 feedback which will include coaching, mentoring and personal development plans;
- Conduct regular reviews with team members, including one-to-ones and quarterly and annual reviews;
- Proactively hold team huddles to ensure that members are engaged and understand requirements;
- Work with peers by supplying summary reporting to the wider management team to highlight the knowledge basis and recommend areas of focus, ensuring departmental best practice and departmental communication;
- Provide support to the wider business with client relationship management and onboarding; and supply chain management;
- Be part of departmental projects, providing knowledge and expertise;
- Continually review team requirement to meet client demands, by monitoring resource requirements, where additional resources are required;
**Knowledge & Skills Required**:

- Proven ability to coach and mentor colleagues, and competent in providing feedback.
- Role Models appropriate behaviours and demonstrates leadership skills to create a culture of effective and efficient service.
- Proactive in ensuring the others are accountable for achieving goals and the team meets the required SLA’s.
- Self-motivated, with ability to motivate and engage others to achieve goals, creating a positive working environment for all colleagues.
- Understanding customers’ needs and perspective and the ability to de-escalate any potential issues.
- Proactive in own development and seeks feedback to improve performance.
- Skilled communicator, negotiator and problem solver.
- Ability to deal with ambiguity and remain calm under pressure.
- Interprets strategic goals and delivery.
- See the bigger picture to enable department to achieve strategic goals.
- A decisive decision maker who has the ability justify reasoning.
- Demonstrate a working understanding of relevant legal and regulatory matters in the Motor/Property insurance market i.e. (the role of the FSA/FCA, Asbestos Handling Procedures, CDM, DPA, H&S, Party Wall Act, Anti Bribery Legislation).

**Experience required**:

- Experience of managing a team