OIC Claims Manager

Purpose of Role

As a member of the Leadership team, this role will lead and manage the OIC Claims function, ensuring delivery of our operational, customer and financial performances to ensure the Department objectives and targets are achieved in accordance with business strategy and regulatory requirements. The role of OIC Claims Manager will have direct oversight of all OIC Claims from start to finish including litigation.

Key Accountabilities

• Accountable for implementation and monitoring of the business’ customer service strategy within OIC, ensuring comprehensive solutions in place to handle customer enquiries, monitor service levels and manage customer escalations.
• Overall management responsibility for all OIC functions and associated Team Leaders and their respective KPIs.
• Provide guidance on issues relating to personal injury and loss cases (small claims), both litigated and non-litigated.
• Ensure all expressions of dissatisfaction are recorded and acted on swiftly to avoid complaints being logged against the business.
• Support the Client Relations Team with the investigation and resolution to formal complaints.
• Accountability for the recording of any Data Protection or SRA Breaches, including the logging and monitoring of all cases which are a potential risk for Professional Negligence.
• Ensure regular reporting requirements, MI and paper submissions are completed by agreed deadlines.
• Drive process improvement and collating of insight to provide a valuable contribution to the development of our processes.
• Integral lead within programmes to oversee delivery of improvements to quality of service and efficient processes, through new technology, improved automation, partner initiatives and general process improvements.
• Support the overall Management of our key partner operational plans to co-ordinate activity and ongoing initiatives across Volume Claims.
• Oversight of customer experience governance for our key partners including management, tracking of customer escalation resolutions, and driving improved customer satisfaction outcomes.
• Working with supply partners to oversee delivery of high quality service through medical and rehabilitation process and ensuring effective waive facility management across OIC claims.
• Overall responsibility for the assessment and transferring of cases to the correct claims track.
• Accountable for resource planning within the teams to achieve their financial plan.
• Oversight and monitoring of the department’s forecasts v budget and actual productivity performance, including full visibility of recruitment, attrition, and skill level movement across all areas.
• Responsible for all operational performance reporting (including finance P&L), including monitoring and analysis of service levels, claims handling metrics, productivity & customer outcomes.
• Accountable for overall co-ordination and management of all key operational controls for volume claims division, including service quality, process adherence and operational compliance.
• Own the key control framework & reporting for all operational areas.
• Lead the ongoing analysis of process performance and design of new process initiatives to enhance service, efficiency, and financial performance.
• Support strategic change programmes to deliver innovative solutions.
• Responsible, passionate and committed about the maintenance and development of the skills and talent frameworks within OIC, including support for colleagues elsewhere in the business who may be interested in joining the Department.
• Own and manage the plans to multi-skill colleagues in the high volume teams to enable handling of both new and existing claims and improve overall efficiency of the operations.
• Identify key talent and develop individual plans to accelerate capability into other areas of the business including projects, commercial team, fast track & multi track claims.
• To undertake any other tasks as deemed relevant and reasonable by the business.

Key Performance Indicators & Annual Objectives

Your KPIs and Objectives will be discussed and agreed with you on a one-to-one basis. You will have regular one-to-one meetings with your line manager to review your performance against these objectives and identify any areas for development and/or required support. OPRC reporting and balanced score cards will be available upon receipt of application for review and support.

Person Specification

• A strong people leader with significant experience of managing personal injury claims through the Official Injury Claims (OIC) and/or the MOJ Claims Portal.
• Someone who is personally motivated by creating an environment of highly engaged colleagues, harnessing the business values and purpose to generate a unique environment of high performance, contemporary learning and development ensuring the next generation of talent are mapped accordingly.
• An individual who can balance the requirements of people leadership and stakeholder management through presentation and interpretation of management information, and who possesses the technical skills to implement and oversee strategic tactics to support customer claims.
• Credibility to operate and influence at Leadership level.
• Resilience - able to deal with changing circumstances and challenging situations whilst still achieving objectives.
• Team Player and acts as a role model to your colleagues, working together to achieve business and team goals.
• Take opportunities to develop and stretch yourself and be passionate about developing your career at Minster Law.
• Experienced in the use and interpretation of MI and data and able to present to executive level as and when required.
• Act with drive, pace and passion with the ability to work in a fast moving environment.
• Ability to lead with integrity, be respectful of all colleague opinions.
• Ability to motivate colleagues & work as part of a team with strong supervisory skills and an ability to put others at ease and build trust & confidence through self-awareness and a high degree of emotional intelligence.
• Takes personal ownership, leads by example and works collaboratively across the business.
• Understanding of HR policies in relation to Probation, managing poor performance, investigations, and disciplinary meetings, and supporting the Team Leader in these areas.
• Exceptional interpersonal / communication skills both written & verbal with self-awareness of your own impact on others.
• Experience of conducting 1-2-1’s / personal development plans / performance reviews.
• A natural organiser able to set clear expectations of what good looks like and how it is measured.
• Demonstrate consideration of our company values in day to day decision making.
• Ability to follow Company process / guidelines & make appropriate decisions.
• IT skills – including Microsoft Word; Microsoft Teams; PowerPoint & Excel. Any experience of Power BI or similar data tools would be useful.
• Willingness to explore and embrace new technologies which can support the business and our customers into alternative ways of managing their claims.
• Be a cultural ambassador by displaying our values and behaviours in every aspect of the work they do.

Personal Development

In a role at this level, it is important to continue self-development and maintain positive relationships within the business to stay informed about all regulatory and CPR updates.

What’s in it for you:

• An annual discretionary bonus scheme.
• Hybrid working, offering our colleagues flexibility to work where they can provide the best support to our customers and colleagues alike.
• 25 days holiday, which can increase up to 30 days in line with service.
• “Time for Me” days which gives you the opportunity to take up to 12 additional days per year through condensed working.
• Working in a platinum-accredited Investors in People organisation that’s committed to your development.
• And much more, see our full list of benefits.

Working Hours

Working hours are defined as Monday – Friday 09:00 – 17:00 with 1 hour lunch per day.

Travel

The successful candidate will be required to work on site at least 4 days a week. Occasional travel expenses will be covered by the business.

Equal opportunities

Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone. We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status.