Claims Team Manager

England, Lancashire
£24000.00 - £27000.00 per annum + benefits
11 Jan 2017
24 Jan 2017
Ashley Ellis
Contract Type
Full Time

Title: Claims Team Manager

Location: Manchester

Job Description

As part of the Claims Function, and reporting to the Claims Centre Manager, the role of Claims Team Manager involves leading, motivating and supporting the team to successfully deliver an outstanding level of service. They will oversee and be accountable for the technical and financial control within their team, and this should include driving a High Performance Culture within the team, with the continuous improvement of behaviours for all staff. Strong people management and communication skills are a must.

The jobholder will, at various times, act for the Insured and Insurer. The jobholder will be responsible for adhering to all the Group's procedures and policies in relation to the identification and management of potential conflicts of interest and for the fair treatment of customers, and will ensure they follow the systems and controls operating to ensure that this is the case. They will also be required to comply with all relevant industry and regulatory legislation.

Principle responsibilities:

  • Deliver all specific objectives as assigned upon appointment
  • Ensure all direct reports deliver upon their agreed objectives
  • Lead, coach, motivate and support the team in order to ensure qualitative and quantitative outputs are achieved on a consistent basis against agreed KPIs, SLAs, targets and plans
  • Create a positive environment that empowers team members to deliver service excellence, and drive a high performance culture
  • Deliver regular constructive performance feedback to team members and identify development needs
  • Review and monitor work performance continually against agreed KPIs and SLAs
  • Set individual objectives, undertake regular 121s and performance management reviews to ensure team members are delivering
  • Ensure team members are praised and rewarded for outstanding achievements/performance
  • Deliver effective and proactive communications when negotiating, focusing on claims resolution to optimise settlement times
  • Deliver a customer centric claims proposition that will enhance the Towergate reputation / brand
  • In the absence of a Claims Technician, complete/oversee the required number of audits for your spans of control
  • Maintain accurate reserves and monitor the teams reserving accuracy in accordance with the Company reserving philosophy
  • Act as a referral point for the team
  • Ensure that training and development of all claims staff is of the highest standards and that all staff have Performance Development Plans in place and are regularly reviewed
  • Ensure all business and HR related processes are followed
  • Ensure that all regulatory obligations, legal requirements and company procedures and service level agreements are met
  • Adhere to the Towergate Supplier Panel, and ensure full compliance within the team
  • Towergate Company
  • Oversight and accountability for delivering for our customers by full compliance with the Towergate Complaint Management process
  • To undertake any other task as may reasonably be required by the company, and where circumstances dictate, work more flexible / additional hours to support the claims proposition for our customers

Skills and experience required:

  • Expert people manager with proven experience of managing and leading teams in a service-driven environment is essential for this role
  • Strong aptitude for coaching and developing others to help them achieve their potential
  • Courage to challenge poor behaviours/attitudes that do not deliver service excellence
  • Extensive experience of achieving proven results against KPIs
  • Experience of initiating and delivering positive change through values and behaviours
  • Detailed knowledge of appropriate product lines
  • Detailed knowledge of UK claims and market practices
  • Ability to correctly interpret policy cover, and assist others to make the correct decision
  • Ability to apply a high level of self-management.
  • Enthusiasm and passion for strong customer service
  • Strong analytical, verbal and written skills
  • Dip CII qualified, or significant progression towards