London Claims Operations Analyst

The Claims Operations Analyst role is primarily focused on supporting the Claims department across all classes of business from an operational perspective. Reporting to the Head of Claims Operations and Delegated Authority, the role has a wide scope and aims to support the development and delivery of the Chaucer Claims Service.

Main duties

• Provision of the following support services for the Claims Department:
• Assist with the re-engineering of key processes.
• Manage Claims work streams of new Chaucer Group initiatives.
• Responsible for the accuracy of Claims Department Procedure manuals and process maps.
• Regularly liaise with IT to ensure claims related IT projects/requests are on time/appropriate. Manage system testing when required.
• Assist with the design and implementation of statistical and narrative claims reports along with the establishment of performance measurement targets.
• General management of Coverholders and Third-Party Administrators with Claims Authority, including loss funds/Vitesse, and Claims Bordereau processing/mapping.
• Management of External Expert panels and exception requests.
• Management of external Peer Review process.
• Production of key regulatory reporting such as Conduct Risk and Solvency II.
• Management of outstanding Static and TBA claims records.
• Responsible for the high-level organisation of external business partner contracts.
• Other ad hoc projects supporting claims department, including supporting claims data entry and settlement processing where required.

Regulatory responsibilities

• To provide guidance to Customers:
• On how to make and/or progress a claim;
• By supplying appropriate information to the Customer on any claim being handled;
• By endeavouring to achieve prompt agreement on settlement terms and paying valid claims in a timely manner once settlement terms have been agreed;
• Ensure that Customer Complaints are promptly identified, recorded and referred as appropriate;
• By ensuring that the principles of Treating Customers Fairly are upheld by Agents and Service Providers.

Our requirements

Technical skills

• Essential
• Strong numerical skills
• Advanced understanding of Microsoft Excel
• Experience in an operational role
• Desirable
• Familiarity with both Lloyd’s and Lirma claims processes
• Capability to use central market systems e.g. ECF, IMR, DDME

Education & Experience

• Essential - Educated to A level standard with some experience working for a Lloyd's syndicate and/or Lirma Company or equivalent
• Desirable - Some experience of the delegated authority/bordereaux process from either a Claims or Underwriting perspective is desirable.

Personal skills

• Excellent organisational skills
• Work as part of a team in a collaborative environment
• Adapt to a pressured environment with ability to multitask
• Self-motivated and proactive
• Excellent communication skills with the ability to liaise at all levels
• Capable of working to a timetable
• Thorough demonstration of careful attention to detail

Other responsibilities

• Participate and undertake applicable professional, technical and career development training (delivered internally and externally) to include attainment of associated qualifications where required.
• Where applicable ensure company, market and client related documentation is issued (internally and externally) accurately and on time.
• Comply with external and internal regulatory and statutory policies, procedures and regulations.
• To operate as an effective team member by supporting colleagues and contributing in the delivery and achievement of overall team and business objectives.
• Liaise with relevant areas and groups within the business as appropriate for your role.
• To undertake any other duties that the company may reasonably request to be performed. These may be subject to periodic review and any updates and changes to be introduced after consultation with the person concerned.