Careers : Claims Manager

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

Essential/Desirable

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