Claims Operations Coordinator

To provide oversight, technical and administrative support to the claims team in a professional, timely and fair manner and to ensure that you deliver excellent customer service to both our internal and external customers.

To oversee and provide technical support and quality oversight and governance of our offshore partners. To act in accordance with, drive, and further the aims set out in the claims promise: Our aim is to push the boundaries of customer service excellence through an empowered, collaborative and innovative approach to claims that makes us the envy of the market.

Responsibilities Will Include:

• You will ensure effective oversight of service providers or outsource partners (offshore and nearshore), who provide services in respect of your team, flagging any issues of concern and proposing a plan to remediate.
• You will oversee and where appropriate enhance the operation of claims controls, ensuring they are working effectively across the team. To the extent that any controls fail, you will report this as appropriate.
• You will be responsible for coordinating and resolving all claims bordereaux queries prompted by our bordereaux management tool, Intrali.
• You will be responsible for successfully resolving all bordereaux queries raised by offshore partners.
• You will continually review and update all claims SOP (standard operating procedures), specifically to ensure our processes are optimal and are being followed.
• You will establish and develop a network of internal and external key contacts and will proactively look to develop these relationships in line with our claims vision.
• Supporting the Claims Operations team in proactively managing and addressing any ad hoc queries or requirements from either internal or external stakeholders.
• Successfully oversee the internal claims peer review process to ensure our annual plan is met and any performance issues, including the provision of monthly status reports.
• To support senior management within Claims and the Claims Operations team with the implementation of the claims strategy and to work collaboratively with other members of the claims team.
• Make proactive and meaningful contributions to all project and transformational work in order to drive meaningful change.
• To work with the Claims Operations team to manage our fiscal controls that are required to support the claims function.
• Work with and operationally support our claims colleagues across the globe to proactively support our claims culture.

Skills And Experience:

• Experience providing operational, technical, and administrative support within a claims environment, delivering work in a timely, fair, and professional manner.
• Proven ability to oversee and govern offshore and nearshore service providers, identifying issues, escalating concerns, and supporting remediation actions.
• Experience operating and overseeing claims controls, identifying control failures, and reporting issues appropriately.
• Strong experience managing and resolving claims bordereaux queries, including coordination through bordereaux management tools such as Intrali.
• Ability to review, maintain, and update claims SOPs to ensure processes are optimal and consistently followed.
• Strong stakeholder management and communication skills, with experience working effectively with internal teams, offshore partners, and external stakeholders.
• Experience supporting quality assurance and peer review processes, including tracking progress and producing regular status or performance reporting.
• Ability to contribute to projects and transformation initiatives, supporting the delivery of the claims strategy and operational improvements.

This will include the competencies:

• Stakeholder engagement: Establishes and maintains strong relationships with internal teams, offshore and nearshore partners, and external stakeholders to support effective claims oversight, resolve queries, and deliver excellent customer service.
• Collaboration and teamwork: Works collaboratively with the Claims Operations team, claims colleagues globally, offshore partners, and senior management to support claims delivery, peer review processes, and the implementation of the claims strategy.
• Adapting to change: Responds to operational issues, control failures, and ad hoc stakeholder requirements by adjusting priorities and approaches to ensure continuity, compliance, and quality in claims handling.
• Continuous Improvement: Regularly reviews and updates claims SOPs, oversees claims controls, and supports remediation actions to ensure processes remain effective, optimal, and consistently followed.
• Innovation: Contributes proactively to project and transformational initiatives, supporting changes that improve claims operations, controls, and customer service outcomes.
• Resilience: Manages competing priorities across claims oversight, bordereaux queries, partner governance, and reporting requirements, maintaining quality, fairness, and timeliness of delivery.
• Future Focused: Supports the delivery of the claims strategy and claims promise by strengthening governance, controls, and partner oversight in line with long-term operational and service excellence objectives.