Senior Technical and Quality Manager in Bristol

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.
• Enable recommendations and approval for authority level amendments.
• Reflect how effective policy conditions are upheld.
• Ensure 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.
• 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 a claims environment.
• Good medical knowledge and how this relates to protection products.
• Knowledge of the 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.