Technical Claims Manager (Legacy Claims) in London

Pro has an exciting opportunity for a Technical Claims Manager to join our Specialist Claims team. Reporting to the Head of Technical, the Technical Claims Manager (Legacy Claims) will be responsible for driving the technical excellence of the team, through the ownership of associated best practice, QA/QC and technical supervision structure(s). They will formulate and deliver Pro’s Value‑Add proposition to clients and liaise with the Head of Technical, as appropriate, in respect of defined initiatives whilst also managing a reduced caseload which shall encompass some of the highest value and technically complex/strategic legacy claims e.g. oversight of any Appeals etc.

Pro has UK office locations in London, Glasgow, Gloucester, Horsham and Liverpool and operates a flexible working policy with regard to location and remote working. The post holder may be required to travel between these locations when necessary.

Responsibilities

• Technical claims performance of the team
• Providing technical advice and guidance to internal colleagues and act as a referral point (first and second‑line referrals from the team) to include Trial Reviews/Complex or High Value Referrals (exceeding the license limits on the team)
• Owning the Quality Assurance and Quality Control function on the team
• Definition of best practice and maintenance of Victor/Specialist Claims Governance Documents
• Driving a culture of excellence and technical performance of the team through quality assurance, controls, structured training and regular coaching and feedback
• Working with Senior Claims Technician’s to ensure all QA/QC is carried out, on time, to the required standard and Technical PDP’s are in place for all members of the team
• Reporting into the Head of Technical, formulate, agree, and deliver Pro’s Value‑Add proposition
• Identifying targeted Technical Claims Value‑Add strategies
• Through a data‑led approach, work to implement approaches to quantify and measure the success of those initiatives
• Bringing forward recommendations to the Head of Technical and agree with clients
• Delivery of agreed Value‑Add strategies
• Regular review and monitoring of same
• Working with Specialist Claims Analyst, and Power Bi developer, to identify data points and define the business requirements for reports to monitor and measure Pro’s performance
• Contribute to periodic PR campaigns e.g. thought leadership articles, blogs, website contact etc.
• Contribute to and manage projects relevant to the team, specifically in respect of Pro’s wider claims proposition
• Support business development initiatives (as is required) and participate as Claims SME in appropriate business development activity
• Review and provide analysis/commentary to both routine MI and ad hoc presentations to clients
• In conjunction with the Head of Specialist Claims, Head of Technical and other Technical Claims Managers, ensure Pro is represented at relevant market forums, working parties and our clients’ interests are represented in any relevant consultations
• In conjunction with the Head of Technical contribute to PLF Audit and supplier Quality Control
• Represent clients and Pro in a professional manner to both peer and potential marketplace acquaintances

Caseload Management

• Manage all diaries and post within the agreed SLAs
• Liaise with solicitors, brokers and policyholders to progress claims
• Develop effective business relationships internally and externally
• Maintain accurate records for auditing and regulatory purposes
• Identify potential fraud
• Provide technical advice and guidance to clients
• Strengthen client relationships
• Comply with any internal/client referral triggers

Skills and Experience

• Demonstrated ability to manage Legacy Claims with highly developed understanding of legal concepts such as Duty, Breach, Causation and Limitation with a demonstrated capability to assess Quantum and Apportionment
• Experience of other claim types a distinct advantage
• Good Policy interpretation skills
• Ability to work towards Service Level Agreements
• Effective communication and key stakeholder relationship management skills
• Knowledge of claims handling, quality assurance, fraud and impacting legislation at a level which enables the provision of strategic decision making and direction
• Subject Matter Expertise
• At least 10‑years’ experience of managing EL/PL Legacy Claims including, but not limited to, NIHL, HAVs is essential
• Experience in other claims, particularly Pleural Plaques, is a distinct advantage
• Experience of representing organisations at a market level
• Experience of working with clients to define best practice
• Experience of policy interpretation, quality assurance, fraud and impacting legislation at a level which enables the provision of strategic decision‑making and guidance.
• Knowledge of the legal system, England & Wales is essential, to include the CPR and relevant pre‑action protocols.
• Knowledge of the legal systems in Scotland and/or Northern Ireland is a distinct advantage.