Senior Technical and Quality Manager

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation. Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues. Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Summary

To ensure consistent, accurate and high-quality claims assessment philosophy is set, maintained and adhered to across the claims management teams for all Group Protection products. To drive claims technical knowledge and excellence to deliver high quality claims capability. Ensure appropriate legal, regulatory, compliance and financial controls are embedded into processes so that risk is appropriately mitigated. Line management responsibility for a small team of senior claims management consultants.

What You'll Do

• Ensure a fair and informative sampling programme for claims that:
• Regularly informs the line managers of individual and process performance.
• Enables recommendations and approval for authority level amendments.
• Reflects how effective policy conditions are upheld.
• Ensures consistency in outcomes amongst all assessors.
• Ensure processes are accurate and sufficiently informative so that payments are made for liabilities described in the Policy terms and Conditions.
• Provide technical support for complex claims and provide approval for high benefit claims, always working within authority limit.
• Lead a well controlled calibration panel which meets regularly and provides technical guidance and support for claims decisions.
• Proactively manage an ongoing cycle of claims technical training and knowledge sharing to drive claims technical excellence within the claims team and champion continuous improvement.
• Regular engagement with re-insurers and medical officers to identify and address knowledge gaps and drive continuous improvement.
• Ensure team activity corresponds with Risk, Compliance and Legal guidelines and through audit trails reflects the highest levels of integrity required in a claims environment.
• Handle Personal Sensitive information in line with company procedure and ensure the higher risks associated to medical information is carefully managed when liaising with multiple parties.

Who You Are

Knowledge

• Significant levels of protection knowledge and policy conditions.
• Strong knowledge of claims.
• Knowledge of key areas of risk and controls required in claim environment.
• Good medical knowledge and how this relates to protection products.
• Knowledge of Insurance sector.
• Knowledge of Data Protection and handling personal sensitive information.

Skills

• Analytical and attention to detail so that complex policy terms are understood and correctly interpreted.
• Excellent verbal communication skills to enable clear communication to teams so that processes can be followed.
• Listening skills to ensure areas of confusion are addressed.
• Written skills to ensure clear and concise articulation of instructions.
• Influence and persuade to ensure all parties understand reasons for processes and controls.

Experience

• Working in Protection claims/environment.
• Handling complex cases, appeals, legal disputes.
• Applying Policy Conditions and training/communicating to others on how to apply.
• Oversight of quality sampling and other key controls associated to claims.
• Reading medical information and applying to protection terms and conditions.
• Process sign off.
• High value claims/decisions.
• Declining claims and FOS and Ombudsman referrals.
• Upwards communication to senior management and ability to put forward recommendations for improvement.
• Reinsurance referrals.
• Previous experience in a similar role preferred.

Benefits of working at Canada Life

We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that's regularly reviewed. As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.

How we work at Canada Life

Our culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward. We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That's why we offer a range of training, flexible working and opportunities to grow and develop.

Diversity and inclusion

Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress we're making in DEI, and we continue for it to be a significant focus.

At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all.

We appreciate that everyone has different work and life responsibilities. We're happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.