Claims Handling Oversight Manager

Who We Are

Since its entry into Europe in 2009, SquareTrade has gone live in 14 markets across Europe, including the UK, France, Germany, Benelux, Spain, Portugal, Austria, Finland, Denmark, Norway, Sweden, and Hungary. It is one of the largest and fastest-growing mobile and consumer electronic insurance providers in Europe. The company is revolutionizing and disrupting the £2bn+ market by creating the most consumer-centric digital protection service, focusing on best-in-class operations, hassle-free service, and product innovation. Key partners include major European telecom operators such as Magenta, 3, Telenor, YouSee, DNA, and Elisa, as well as leading electronics retailers like Amazon, Phone House, and MediaMarkt.

Job Purpose

Reporting to the Head of Claims & Customer Service (Europe), this role supports the European Operations team by monitoring and overseeing SquareTrade’s Claims Investigation and Validation process carried out by outsourced service providers (OSPs). The role acts as the primary contact for OSPs handling claims in the UK and across European markets, ensuring effective oversight, fair and prompt claims handling, and compliance. Responsibilities include monitoring OSP performance against SLAs, driving improvements, resolving risks, providing guidance on complex claims, and supporting strategic objectives in claims handling and customer service.

Job Responsibilities

• Relationship Management: Build strong relationships with claims handling OSPs to ensure performance aligns with expectations and SLAs.
• OSP Claims Handling Performance: Monitor and manage OSP performance, review data for trends, and report to senior management.
• Claims Handling Strategy: Support the development and implementation of claims handling strategies across products and markets.
• Processes and Procedures: Assist in refining claims handling processes to ensure timely, fair, and accurate claims management, considering regulatory, operational, and financial requirements.
• Legislation and Industry Trends: Maintain knowledge of relevant legislation, regulations, and industry trends, including FCA’s ICOBs, Consumer Duty, Insurance Distribution Directive, EIOPA, and MSFA.
• Fraud Risk Management: Ensure robust fraud detection and prevention measures are in place, complying with legal and regulatory standards.

Experience

• Minimum five years in retail insurance, including phone, gadget, home, travel, or motor insurance.
• Direct claims handling experience preferred.
• Experience in monitoring operational performance via SLAs, KPIs, and KRIs.
• Strong knowledge of insurance claims processes and regulations.
• Experience managing outsourced providers or external stakeholders.
• Optional: experience in fraud detection and prevention related to retail insurance claims.

Qualifications & Skills

• Customer-focused with a drive for quality service.
• Excellent communication skills.
• Experience in continuous improvement and change management.
• Strong interpersonal skills and stakeholder management.
• Proactive, initiative-taker.
• Analytical and problem-solving skills.
• Highly organized, capable of managing multiple priorities.

Education

• Degree-level education.
• Level 4 qualification meeting FCA standards (preferred).

Additional Information

Hybrid work model: 3 days in-office, 2 days remote. Confidentiality maintained per EEO guidelines.

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