Claims Manager

Job Title
Claims Manager
Full Time

We are currently looking for a passionate and motivated individual to join us in the role of Claims Manager, this is an exciting opportunity for someone looking to further their career in the insurance industry. To be successful you will need the drive required to meet and exceed customer expectations, build internal and external relationships and deliver service excellence. The ideal candidate will have leadership experience.

Basic Purpose and Function

  • To proactively manage clients, establish and develop professional relationships with clients and proactively communicate with clients at a senior level

  • To act as a primary point of contact for a range of clients and proactively communicate service performance levels to agreed standards and schedules

  • To monitor client revenue performance against budget and identify potential opportunities for growth

  • To strategically manage operational service delivery across all areas of claims operations to ensure delivery of agreed contractual service levels

  • To ensure all staff within their control are trained and competent to ensure operating to agreed standards and cost control in line with budgeted key performance indicators

  • To challenge current work procedures and recommend process improvements or system developments

  • Document systems of work which incorporate the business area under their control which details staff competencies, agreed operational standards and key performance indicators

  • To monitor client revenue performance against budget and identify potential opportunities for growth

Qualifications, Knowledge and Experience


  • Proven experience of managing client relationships at a senior level
  • Proven experience of leading, motivating and developing a medium to large team
  • Experience of resolving complex customer problems / issues / complaints
  • Proven understanding of customer service processes and systems
  • Ability to prioritise and plan resources in response to customer / business drivers
  • Ability to prioritise own and team work load to meet service level agreements / targets
  • Motor claims technical knowledge
  • Experience in running an outsourcing operation
  • Supervisory / team leading experience in a call centre / claims operation

Functional / Technical Skills 

  • Systems of work  
  • Handling systems
  • Microsoft Office (Word/Excel/PowerPoint/Visio)
  • Legislation / Regulation
  • Fraud
  • Liability
  • Reserving
  • Quantum
  • Litigation
  • Business Operations

Generic Competencies

  • Communication
  • Results Focus
  • Client Focus
  • Developing Self and Others
  • Problem Solving
  • Quality Focus
  • Commercial Awareness
  • Systems of Work
  • Handling Systems

Specific Competencies

  • Leadership
  • Planning and Organising
  • Relationship Building

To apply, please email us here with a copy of your CV

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