Claims Executive - Management Services

Role purpose: To provide a prompt, accurate and efficient claims service for the benefit of Miller, its clients and the market.

Role deliverables:

• Ensure a swift response and settlement of claims, whilst constantly reviewing service standards.
• Negotiate complex claims with markets in order to maximise client retention.
• Provide strategic advice to clients where required in respect of claims.
• Attend senior level client and market meetings in order to resolve more complex claims.
• Maintain and update in-house systems as appropriate.
• Liaise with placing teams and other areas of Miller to ensure overall client requirements are met.
• Maintain strong client and market relationships.
• Prepare statistical claims data for both internal and external use.
• Provide data and contribute to presentations and tenders for both new and existing clients.
• Monitor market and legal trends with a view to enhancing Miller’s service proposition to clients.
• Perform quality control checks on all documentation.
• Adhere to and meet fully the expectations of Miller, as set out in its policies and procedures, training material, and embedded in its systems and controls.
• Comply with any external rules and requirements imposed on individuals performing their role at Miller, such as Lloyd’s byelaws and FCA rules.
• Promote Miller brand and values to enhance Miller’s reputation in the market.

Competencies:

• Quality and continuous improvement: Delivers high quality work autonomously, including some more complex work. Maintains standards even when under pressure and requirements change. Provides accurate information for others, showing an advanced understanding of relevant systems and processes. Anticipates changing system and process needs for own team. Identifies areas for improvement to ensure quality of own work, and possibly others’, ensuring standards are met in the team. Actively seeks and gives feedback to improve own and others’ work. Seeks to learn from mistakes to keep improving own and the team’s work. Identifies ways to innovate and improve efficiency within own team, contributing options and supporting implementation.
• Planning and organising: Plans and prioritises own work, managing unexpected events and interruptions to deliver to agreed deadlines. May supervise the work of others, agreeing distribution of work, setting deadlines and priorities. Plans for the short to medium term (1-2 years), typically at team level. Communicates plans to others and agrees adaptations where needed. Secures and allocates required resources. Monitors progress against plans and adapts to changing priorities. Suggests and delivers process improvements for the team or own area of responsibility. May manage small projects and have responsibility for some more complex parts of larger projects.
• Problem solving and decision making: Resolves some complex problems within the team / area of responsibility. May delegate some routine problems to others. Anticipates common and less common problems impacting the team and takes preventative measures. Analyses information and the analysis of others, identifying key issues and seeking additional information to inform decisions. Reviews existing options, identifies alternatives and makes recommendations. Considers impact of decisions for the team and function / division. Acts as a resource for problem solving for the team.
• Influencing, persuading and communicating with others: Identifies key messages, sometimes from more complex information. Considers needs and preferences of audiences, adapting communication content, tone and channel accordingly. Writes persuasively to engage and gain buy-in of audience. Contributes to communication plans for own team. Identifies key influencers internally, building strong relationships for the benefit of the team. Anticipates stakeholders’ challenges and proactively addresses concerns. Handles difficult questions and challenging conversations related to own work (and that of others if managing a team).
• Claims handling: Presents some complex claims seeking advice where appropriate. Appraises and owns advised claims. Supports others with claims, providing expert guidance to own team. Follows internal and market claims procedures. Has a broad and detailed understanding of clients’ core business, relevant markets and their platforms and systems.

Miller values:

• We do the right thing: Acts with integrity. Makes principled decisions. Gives clients honest advice, especially when it is not the easiest option. Highly professional, treating clients, suppliers and colleagues with courtesy and respect. Acts in good faith with honesty and fairness at all times. Takes compliance seriously and is responsible and conscientious.
• We work as one team: Works in a collaborative way for the benefit of clients. Is positive and accessible to other colleagues and can be trusted and relied upon. Client needs are the priority; works with colleagues to deliver a professional, consistent and integrated service.
• We keep to our promises: Keeps promises to clients, markets and each other. Clear and honest about what they can do and does everything to deliver what they have promised.