Claims Operations Manager - Home Insurance

Posted on Dec 13, 2018 by MW Appointments

Surrey, Surrey United Kingdom
Immediate Start
£65k - £65k Annual

Claims Operations Manager - Home Insurance

An exciting opportunity to join a leading MGA, specialising in underwriting non-standard home insurance covers.

This is a newly created role in response to the company assuming more control over the claims function and the appointment of a new TPA.

Role parameters
·Manage the TPA to deliver market leading claims service to include:
·First rate customer experience;
·Control of indemnity spend;
·Commercial management of the relationship.
·Develop strong working relationships with Operational and Management staff of the TPA.
·Maintain sufficient oversight of the team handling claims to ensure the required quality and experience is in place.
·Develop and work with the TPA to ensure that the Company claims philosophy is delivered at all times.
·Establish regular reporting from the TPA to ensure you have appropriate oversight of their performance against key SLA's.
·Chair appropriate governance sessions with the claims TPA including; weekly operational calls, monthly claim file review, monthly business reviews, quarterly strategy sessions;
·Appoint and oversee external claims audits, working with the TPA to agree and implement any audit actions.
·Produce a high-level claims summary to present to our capacity providers

Supply chain management:
·Review the performance and commercials of the incumbent supply chain against market alternatives and make recommendations to stay/move/improve.
·Work with the TPA to identify and understand emerging developments and trends in the vertical UK supply chain.
·Maintain oversight and possible involvement in audits of the TPA's supply chain.
·Investigate and introduce new suppliers to the claims process where relevant and beneficial to the customer journey.
·Complete due diligence on proposed new TPA supplier relationships, oversee fee scale negotiations, SLAs and contracts.

Continuous Improvement:
·Be aware of household claims market, industry trends and new entrants and introduce relevant process improvements where applicable.
·With support from our Continuous Improvement Manager, identify pain-points within the claims journey to be built into a service improvement plan with the TPA.
·Work with the TPA to build, test and launch an improved digital claims journey.

Skills,Knowledge & Experience:
·You should have at least 5-years' experience in a claims leadership role, managing UK home claims.
·Household supply chain management is preferred.
·CII or CIPS qualifications are preferred.
·You will have a strong understanding of the strengths and weaknesses of the key players within the claim supply chain & experience of negotiating with, and launching, new partners.

Analytical & hands on:
·You will have, as a minimum, an intermediate understanding of MS office programs, including excel.
·You will be able to extract meaningful business insights from granular claims MI to inform and enhance the claims strategy and providing meaningful feedback for the Underwriting team.
·Understand emerging technology capabilities for delivery of claims analytics and seek introduction where appropriate.

Relationship Management:
·You understand that key to being successful in your role requires others to deliver for you - as such you will have strong relationship management skills and a track record of influencing others to deliver your requirements.

Location: New Malden, Surrey
Type: Permanent
Salary: to £65,000 + benefits / depending on skill set and the value you can bring.

REF : 6730

MW Appointments is acting as an Employment Agency in relation to this vacancy.

Reference: 599172342

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