Technical Claims Manager

Marley Risk Consultants is at the forefront of innovation in the Structural Warranty Insurance sector. As a dynamic Managing General Agent (MGA) based in the UK, we specialise in crafting bespoke insurance solutions that empower the construction industry to reach new heights.

We are seeking an experienced Senior Technical Claims Manager, reporting directly to the Head of Operations, you will lead the Claims Department at Marley Risk Consultants, overseeing the management of complex structural warranty claims. In this pivotal role, you will be the guardian of our clients' experiences, with a significant focus on Consumer Duty oversight, regulatory compliance, and enhancing the customer journey. Your mission is to ensure that all claims handling processes not only meet but exceed the expectations set by the Financial Conduct Authority (FCA) and align with our commitment to delivering exceptional client service.

Job Type: Full Time (Mon-Fri)

Location: Bishops Cleeve, Cheltenham

Salary: Negotiable depending on experience

Key Activities:

• Team leadership & management: Provide leadership to the Claims Department managers and teams to achieve service objectives, ensuring high levels of performance and job satisfaction. Implement performance targets and establish clear team and personal objectives, monitoring progress and providing constructive feedback. Address performance issues promptly and effectively, in line with company policies and best practices. Develop Team Managers through the provision of coaching and mentoring.
• Regulatory compliance & oversight: Act at a focal point for Consumer Duty related matters and ensure regulatory compliance across the Claims Department. Maintain an in-depth understanding of FCA regulations, particularly those related to claims handling, Treating Customers Fairly (TCF), and Consumer Duty principles. Ensure all claims handling processes are fully compliant with FCA regulations and internal policies, embedding Consumer Duty into every aspect of operations.
• Quality assurance & continuous improvement: Implement quality control measures to ensure claims are handled in line with best practices and client requirements. Monitor performance against agreed service metrics, utilising service MI, audit and feedback mechanism to inform understanding of current performance and identify opportunities for improvement. Promote continuous improvement across your teams and collaboration to improve service against key outcomes, including customer experience and cost management. Engage in service improvement initiatives and promote positive responses to changes as business processes evolve and new procedures are implemented.
• Claims management: Oversee a limited portfolio of major and high-value structural warranty claims from initiation to resolution, ensuring efficient and accurate handling. Personally handle sensitive or escalated claims, providing expert guidance and ensuring fair outcomes. Review and approve claim decisions, ensuring consistency with policy terms, regulatory requirements, and Consumer Duty obligations.
• Stakeholder Engagement: Build and maintain strong relationships with internal stakeholders, fostering collaboration and shared objectives. Serve as the primary liaison for clients, insurers, legal advisors, and other third parties, exemplifying professionalism and integrity. Represent the Claims Department in meetings, presentations, and industry events, advocating for excellence in claims handling and customer service.
• Reporting: Prepare and submit required reports to regulatory bodies, ensuring accuracy and timeliness. Develop internal reports and dashboards to inform senior management of all aspects of service performance.

Skills and Experience:

• Key requirement: Minimum of five years' experience in claims management roles. At least two years' experience in leadership positions within the insurance or risk consultancy sectors. ACII (Associate of the Chartered Insurance Institute) and/or ACILA (Associate of the Chartered Institute of Loss Adjusters) qualifications are essential. Chartered Status is highly desirable, reflecting a high level of professionalism and expertise. Excellent knowledge of claims handling processes, especially in complex and high-value cases. Demonstrable experience in overseeing Consumer Duty compliance and enhancing customer journeys. Strong understanding of FCA regulations, including reporting requirements and best practices.
• Leadership Skills: Proven ability to lead, mentor, and develop high-performing teams focused on customer service excellence. Skilled in setting clear objectives, providing feedback, and fostering professional growth. Ability to envision and implement strategies that improve customer experiences and operational efficiency. Experience in change management and leading teams through transformation initiatives.
• Communication and Interpersonal Skills: Exceptional verbal and written communication skills, capable of engaging diverse audiences. Proficient in delivering presentations and facilitating meetings that inspire action and collaboration. Strong networking abilities to build effective relationships with internal departments and external partners. Skilled in negotiation and influencing, with a track record of achieving positive outcomes.
• Analytical and Problem-Solving Skills: Proficient in interpreting complex data sets to inform strategies and report on performance. Experience with data analysis tools and CRM systems is advantageous. Ability to think creatively to overcome challenges and implement effective solutions.
• Adaptability and Initiative: Comfortable navigating a dynamic environment with evolving regulatory landscapes and client needs. Open-minded and receptive to new ideas and approaches. Meticulous in ensuring accuracy and compliance in all aspects of work. Strong organisational skills with the ability to juggle multiple priorities effectively.