Lancaster Gate Assistance is a specialist claims management and mobility business. Part of the Lexham group of companies, LGA provides market leading claims services to the UK motor market, with specific focus on 2-wheel vehicles.
We thrive on providing innovative claim solutions to the wider motorcycle insurance industry and their customers.
We’re looking for an Operations Manager to join our fast-growing team in Diss, Norfolk.
The Operations Manager is responsible for the day-to-day running of our Head Office claims function. You’ll be the first point of contact for our partners, stakeholders and staff, and will oversee the smooth running of the claims function within our Diss Operation.
This is your chance to make an impact by helping to continuously improve and shape our client’s customer experience and where your contributions will be valued and recognised.
KEY ACCOUNTABILITIES
1. Demonstrate a joined-up approach from the senior management team.
2. Work with a wide range of stakeholders at all levels and from various parts of the business.
3. Be able to clearly communicate with stakeholders to engage, influence and drive results.
4. Deliver exceptional customer service across the business as demonstrated by both Google review, Net Promoter Score, and Complaints.
5. Ensure all monthly reports are completed accurately and within agreed timescales.
6. Attend Management meetings to report on operational performance and status across the business.
7. Have full overall responsibility for the FNOL & On hire team including all people management related activities; the financial performance of the team; the quality outputs in addition to adherence to MI completion, service standards and processes across the team.
8. Provide bespoke advice on more complex matters.
9. Manage remote and in-house team members, ensuring that all invoices move through the process in a timely manner and accurately worked.
10. Communicate with Clients, third parties and colleagues in the business to maximise opportunities whilst ensuring client relationships are maintained.
11. Train and develop the team ensuring that appraisals, allocation of work and supervision is carried out.
12. Undertake any other reasonable duties as may be required.
Operational Performance Management
1. Oversee and report on operational performance, facilitating exception management via engagement with the claims leadership team.
2. Deliver excellence against the key measures for First Notification of Loss, claims handling time, and cost control.
3. Plan and develop effective strategies to improve conversions and service standards across the business.
4. Work closely with the senior management team to support the strategy and provide a strategic review and ensure improvement of the claims processes.
5. Ensure our referral sources requirements are fully managed and met.
6. Monitor and report on claim volumes and handler file counts.
Claims Administration and Support
1. Provide professional, efficient, and effective operational support to the claims teams, whilst ensuring that core operational tasks are completed within given SLA’s.
2. Drive and support process improvement and business change by being a source of information and expertise to help drive the adoption of new initiatives for claims.
3. Create and maintain documentation to support internal claim handling processes.
Change and Continuous Improvement
1. Promote a culture of continuous improvement via regular interaction with the SMT, claims managers and leadership teams.
2. Liaise with the teams to support the delivery of claims specific change initiatives.
3. Design and implement training and adoption programs to improve the overall effectiveness of the claims function and embedding of change initiatives.
EXPERIENCE & REQUIREMENTS
1. Strong attention to detail and analytical skills.
2. Excellent communication and interpersonal skills.
3. Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.
4. Experience with managing people.
5. Experience within motor claims.
6. An understanding of credit hire and the process.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Insurance
#J-18808-Ljbffr