Head of Claims Management UK

We are looking for a dynamic and experienced professional to be our Head of Claims Management.

This crucial role entails being responsible for our claims management performance, shaping the claims internalisation strategy, and leading the team through its seamless execution and beyond. Throughout this transformative phase, the Head of Claims Management will diligently work to ensure a smooth transition, while fostering a strong and efficient partnership with the claims Third-Party Administrator (TPA). By prioritising the optimisation of claims handling and recognizing its direct impact on profitability (Loss Ratio), they will uphold customer satisfaction and guarantee effective operations. After the transition, their leadership will remain crucial in maintaining the team’s high performance and achieving long-term success in claims management.

What you’ll be doing:

1. Monitor and Improve Performance and Quality:
   1. Define and closely monitor Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and claims trends to ensure top-quality handling by both internal teams and external providers.
   2. Implement corrective actions when needed to maintain high standards.
2. Improve Processes and Efficiency:
   1. Continuously enhance processes to ensure quality, efficiency, and cost control within the claims management function.
   2. Collaborate with Product & Technology teams to define requirements and functionalities for our internal claims platform and foster innovation and new practices to improve overall effectiveness.
3. Develop and Implement the Claims Internalisation Strategy:
   1. Devise and execute the strategy for the step-by-step internalisation of claims activities.
   2. Design handling processes to ensure handling effectiveness and excellent service levels.
   3. Establish a network of suppliers, negotiating agreements and fostering strong relationships.
4. Build and Lead the Claims Management Team:

   Grow and shape the claims management department, aligning team expertise with strategic goals and business requirements, and assume effective leadership to foster team cohesion and excellence in claims handling.

5. Collaborate Across Departments:
   1. Work closely with the Heads of Customer Services and Underwriting to ensure customer satisfaction and control over the Loss Ratio.
   2. Work with Italy and Spain teams to ensure learnings and best practices are shared and implemented across countries.

What you’ll need:

1. 6+ years of experience gained from strategy and/or operational leadership roles.
2. Demonstrated ability to design strategic plans and effectively execute and manage their implementation, with a track record of achieving successful outcomes.
3. Proficient analytical skills with the capability to independently organise work for yourself and the team, making informed decisions and taking calculated risks.
4. Exceptional interpersonal skills and leadership abilities, fostering a collaborative work environment, adaptability, and openness to change.
5. An entrepreneurial and innovative mindset, constantly seeking new and creative approaches to problem-solving.

Nice to have:

1. Familiarity with the dynamics of claims handling in the UK motor insurance industry.
2. Previous experience working in a tech company, demonstrating an understanding of how Product & Tech teams are organised and the ability to collaborate effectively with them.
3. Proven negotiation skills, showcasing your ability to achieve favourable outcomes through effective communication and persuasion.

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