Claims Operations Manager

The Claims Operations Manager is responsible for the operations management of our BTE and ATE Claims functions ensuring that each is operated in a cost-effective manner capable of delivering the expectations of our customers and the insured. The Claims Operations Manager will need to live and breathe the customer experience for our insurers, brokers, solicitors and insureds. In doing so, the Claims Operations Manager will strive to create a customer-centric culture that not only delivers industry leading service but also builds on our status as a great place to work; they are focused on customer and staff needs alike. As such, the Claims Operations Manager will contribute to the strategic development goals of the department ensuring that these are aligned to the needs/goals of the wider business and the customer. The Claims Operations Manager will then translate those strategic goals into concrete projects that all claims staff can contribute towards. In addition to our long-term goals, the Claims Operations Manager will also routinely identify immediate operations improvement opportunities (process, systems, controls etc) and implement pragmatic solutions.Your tasks

• Department Management: You will oversee the performance of the ATE and BTE Claims functions against agreed operational KPIs and other benchmarks. You will demonstrate strong people and process management skills to inspire those around you. You will contribute to the Claims Strategy and importantly how this is communicated to those working within the Claims Department. You will be responsible for turning the overarching strategy into discrete projects and drive them through to fulfilment. Ultimately, the Claims Manager is working to ensure ARAG remains a leading provider of LEI.
• Operations Management: Working with the operation to identify any gaps and work with the department and others from across the business to improve performance, efficiency and the customer experience. You will identify, develop, implement and analyse key metrics across the claims discipline and pull on other sources of data to make informed decisions and measure the impact of any initiative. Moreover, you will naturally use such metrics and data to identify opportunities to tighten controls without detriment to the end consumer.
• Customer Experience: You will naturally enthuse and engender a customer-centric approach. The customer journey, their experience and our NPS score will direct your ambitions and that of the department. You will utilise all the information at your disposal to work with other business units to improve our offering and customer journey; not only implementing minor tweaks on what's already in place, but developing new digital age approaches and solutions that can improve access to justice, the customers' ability to track their claims' progress and the experience from start to finish.
• Compliance and Quality Assurance: Ensure all department activities are carried out in line with stipulated processes, procedures and authority limits, providing coaching and training where necessary to the department. Assure the quality and compliance of functions delegated internally.
• Learning & Development: With a focus on technical, soft-skill and customer service skills, you will maintain a robust Training Needs Analysis of the department. You will identify skill gaps across the department in both the short- and longer-term and align interventions not just with the needs of today, but the needs of the service we will deliver in the future. You will ensure that all staff within the department have a clear understanding of their skill set and how they can progress. You will naturally champion a true learning environment, but one that empowers staff to self-learn. In short, you will drive the continual development of knowledge and skills across the department. You will leverage IT developments to drive efficiency, productivity and quality improvements across the department. As such, you will maintain IT development plans/requests and work with our internal/external stakeholders to translate the department's needs into viable development opportunities.
• Planning & MI: Prepare and deliver management information, inclusive of narrative, suitable for use by the Head of Department. Undertakes suitable analysis of raw data and MI to contribute to strategic financial planning & wider business plans.
  
  You will likely be degree educated in a relevant subject or similar through experience. You must have a minimum of 5 years' experience of managing people and processes within a Claims environment, ideally within the general insurance industry. Experience of working for an intermediary and/or legal expenses and assistance business would be beneficial. You will be able to evidence using a range of management techniques during performance management, not least coaching. You will of course have a good working knowledge of MS365 and its apps. In particular you will be comfortable using Excel and PowerPoint so as to create and then present meaningful claims information to a range of audiences. Ideally you will be DipCII qualified or working towards it. A management qualification would be beneficial (e.g. ILM). Project Management / Quality Assurance qualifications would also be desirable.
  
  Fair and competitive basic salary
• Generous pension scheme with additional "matching" option