Team Manager - Claims Central Services Team in Glasgow

Pro Insurance currently has an exciting new opportunity for a Team Manager to join our Claims Central Services Team. Pro operates a hybrid working model and the majority of this role will be working from home with regular travel to one of our local ELPL hubs in Glasgow, Liverpool or Horsham on a weekly basis and other locations when required.

Purpose of Role

Reporting directly to the Head of Specialist Claims, the Role Holder will be responsible for leading and motivating the Claims Central Services Team, which is responsible for delivering the following functions for the UK Specialist Claims Team:

• Processing inward and unreferenced post
• FNOL processing
• Inward ELTO Tracing Activity
• Outward ELTO Tracing Activity
• Coverage Investigations

Responsibilities

Operational Management of the team, to include, but not limited to, the following areas of responsibility:

• Line Management of team.
• Talent identification and management.
• Team building.
• Monthly meetings with all direct reports.
• Weekly team meetings.
• Appraisals.
• Ensuring all direct reports have a PDP in place and that it is actively managed.
• Enhance the ability of the team to perform through contribution to structured training plans developed to address any wider development needs.
• Ensure adherence to the Company Charter.

Operational Delivery

• Ensuring compliance with all SLA’s via:
• Management of resource - You will ensure resources are planned, implemented and utilised to ensure operational delivery.
• Ensuring QA / QC are completed in a timely fashion.
• Conducting regular resourcing reviews.
• Delivery of training and induction plans.
• Working with the finance team and the Account Manager to monitor the financials and profit margins for the CCST function.
• Working in conjunction with the Account Manager, the role holder will produce, review and provide analysis and commentary to operational MI and ad hoc presentations to support delivery of value to clients.
• Working with Specialist Claims Analyst, to develop data points and reports to monitor and measure Pro’s operational strategy.
• Adopting a continuous improvement approach to identify areas where the team can add greater value to Pro’s overall value proposition i.e. operational efficiencies, improvements and strengthening team capability.

Compliance and Governance

• Driving a culture of excellence and operational rigour through the team via regular operational reporting, quality assurance, governance, controls, structured training, regular coaching and feedback.
• Oversight of QA / QC processes and function within the CCST Team.
• You will ensure governance and control procedures are in place such as data management to ensure UK EL PL Claims maintains operational resilience requirements.
• You will ensure all suitable controls are in place through a monitoring and control framework to be agreed by Pro Compliance Team.
• Oversight of external audit processes including, but not limited to, ELTO Directors’ Certificate and MIB Tracing Audits and engagement with external Auditors / Stakeholders.

General

• Contribute to and manage projects relevant to the team, specifically in respect of Pro’s wider claims proposition.
• Support business development initiatives (as required) and participate as Operational SME in appropriate business development activity.
• Represent clients and Pro in a professional manner to both peer and potential marketplace acquaintances.

Skills and experience

• Previous Team Management experience.
• Strong stakeholder management is essential as the successful candidate will liaise with various business functions internally, and externally with our clients.
• Familiar with process efficiency methods.
• Experience of leading and influencing people.
• Understand the business environment.