Claims Operations Manager

Role: Claims Operations Manager

Location: Manchester

Permanent

Job Purpose:

As the Claims Operations Manager, you will report directly into the Head of Claims. The role will manage the Claims Handling team and Claims Relationship team, you will provide motivational leadership and operational oversight to ensure a market-leading customer service is delivered to HSB's customers and internal colleagues.

The role will work closely with colleagues in the Engineering Insurance Business to deliver to our clients the continual development, implementation and monitoring of claims processes and value-add services.

The delivery and pro-active monitoring of these claims activities is essential to supporting the Company's strategy of developing sound, profitable business and strategic partnerships.

Key Responsibilities:

• Support the Head of Claims in determining the Claims Function strategy and business plan and in the setting of standards and targets for handling claims.
• Prepare and communicate team commitments, monitor performance of the claims handlers, identify areas in need of improvement and implement strategies to deliver identified improvements.
• Take a lead role in the design, testing and implementation of new systems, processes and controls to deliver improvements.
• Support the continual development of Claims team staff, working with the Claims Technical Manager to develop and deliver training materials to drive improvements
• Manage and oversee the adherance of Claims Handling activities to required standards and processes, including Munich Re Group Claims management policies and regulatory requirements, to include monitoring of controls to ensure adherance to requirements, internal file reviews, third party supplier reviews and the review of HSB Claims systems and controls by external parties.
• Deliver monthly and weekly management information on claims data, together with commentary against trends comparted to target or comparative periods.
• Adopt a continuous approach to improvement and innovation, seeking to identify and implement process improvements to deliver an enhanced customer expereince and improved productivity.
• Take overall responsibility for the maintainance of the Company Intranet/Internet page for the Claims function.
• Oversee the implementation and management of records management and retention requirements for the Claims function.
• Complete initial due dilifence documents and service agreements. Continuously review service performance of third party suppliers supporting the Claims Function and ensure contracts are maintained within the regulatory framework.
• Maintain and assess the department's Own Risk Self-Assessment risk register and work closely with Risk & Compliance to ensure the Claims team are compliant with regulatory requirements.

Key Skills & Experience:

• Knowledge of and relevant experience in the Claims / Insurance industry that HSB operates in, and awareness of best practice and potential opportunities for HSB's customer base.
• Manager / Team Leader experience
• Regulatory awareness, with drafting of binders and contracts experience
• Excellent written skills, ability to draft and crease process maps, and procedural documentation and "user friendly" management reports.

Qualifications & Educational Requirements:

• Partial of completed ACII qualifications would be preferable
• Degree education would be preferred but is not essential

Benefits:

A snapshot of some of our benefits:

• Agile/Hybrid working
• Private Healthcare (Aviva)
• Aviva Digital GP
• Employer Pension contribution of 13%
• Annual bonus
• Professional qualification support
• 25 days annual leave (plus bank holidays)
• x2 wellbeing days per year