Technical Controller

Overview:
Technical controllers are the custodians of technical performance across Group Claims. This includes the oversight of key technical strategies, best practice and standard operating procedure development & maintenance, supporting the management of key suppliers. As well as supporting the development of our Operational delivery through the referrals and technical support. The role crosses all areas of Group Claims excluding CFT. It is therefore essential that Technical Controllers have a strong technical basis of knowledge in all areas, but with a SME focus for a designated expertise area.

The role is hands on at a strategic level, with a key area of responsibility managed by the Technical Controller. In addition, there will be an auditing requirement to identify areas for technical or strategic development, opportunities to improve processes and procedures, and to support monthly technical reporting. The creation and updating of Best Practice and guidance material will also be a key requirement.

Technical Controllers will be expected to support the development and delivery of key strategies and are actively encouraged to identify opportunities/initiatives to develop new tactics or strategies. It will be important to have a good understanding of external market developments, as well as maintaining and continually improving your own technical skills, in order to be as effective as possible in the role.

Technical Controllers will work in partnership with Technical Claims Team Managers, other Technical Controllers and key wider internal business stakeholders, including Claims Executive, Operational Claims Teams & Management, Quality Assurance, Technical Training Team & TPC QC team, in order to deliver technical excellence across the Group Claims as a whole to support the achievement of business Objectives. In addition, Technical Controllers will maintain key external relationships, to ensure that MISL is suitably represented within the insurance market, provide insight into developing regulatory or market changes, in order that MISL’s strategies remain market leading and to identify upcoming business risks.

**Responsibilities**:

- Guidance point for technical queries and case specific referrals.
- Undertake Quality Control audits to;
- Identify opportunities for performance improvement, and ensure findings are shared with the Training team to facilitate and inform the coaching/mentoring programme.
- Manage strategic delivery; including providing analysis to drive through developments to ensure that, the key business objectives are being met.
- Support the development and delivery of key strategies as signed off by the senior management team, and contribute suggestions on content to be included, as well as own ideas on future strategies.
- Work closely with Internal and External stakeholders to support the achievement of business Objectives & provide required levels of support to strategies, tactics or general claims handling decisions.
- Manage and maintain an SME role for a key area of responsibility. This includes the management of best practice/SOPS, supporting the developing of training material, continuous development and management or key strategies and maintain an excellent technical knowledge across your area of responsibility and Group Claims as a whole.
- Participate in the monthly MI reviews (internal as well as supplier MI) to track performance against agreed KPIs relating to indemnity spend. These include, but are not limited to, PI, litigation, MOJ, OICP, credit hire, property damage (both first & third party) and TP intervention. Analyse trends and highlight opportunities to improve performance.
- Regular review and enhancement of all Best Practice, process and guidance documentation, ensuring content is accurate, up to date, accessible, and user friendly.
- Participate in projects and ad-hoc additional activity, as appropriate
- Adhere to Company processes with regard to DPA, FCA compliance and Treating Customers Fairly.
- Undertake other reasonable responsibilities and projects as instructed by your line manager
- Travel between MISL sites, and external meetings as required and with prior agreement of the line manager.

Qualifications:

- Minimum of 5 years motor claims handling experience, including Personal Injury, Credit Hire or Property Damage (first & third party).
- Full technical and product knowledge, along with financial understanding of claim reserving and settlements.
- Developed IT skills including Microsoft Office.
- Collation and interpretation of Management Information to enable decision-making.
- An understanding of the main principles of laws relating to all relevant jurisdictions.
- Fully conversant with Road Traffic Act and the implications of being RTA/Article 75 insurer
- Ability to pay attention to detail and good organisational skills.
- Conversant with current and emerging case law and awards.
- Report writing and ability to analyse outcomes & MI.
- Exce