Description
We are seeking an experienced and dynamic Claims Operations Manager to lead and oversee key areas of the claims process, including First Notice of Loss (FNOL), Repair Management, and Third-Party Capture. This critical role requires a results-driven professional with exceptional leadership skills and a strong understanding of claims operations. The successful candidate will ensure efficient claims handling, exceptional customer service, and adherence to regulatory and organisational standards.
Key Responsibilities
FNOL Management
1. Oversee the FNOL process to ensure timely and accurate claims registration.
2. Develop and maintain workflows to streamline the FNOL process for efficiency and customer satisfaction.
3. Monitor call handling and claims intake performance to meet service-level agreements (SLAs).
4. Ensure FNOL data is accurately recorded and supports downstream claims processes.
Repair Management
1. Manage relationships with approved repair networks to ensure timely and cost-effective repairs.
2. Develop and monitor repair performance metrics, including cycle time, quality, and cost control.
3. Implement repair process improvements.
4. Address escalated repair issues and ensure a seamless repair experience for policyholders.
Third-Party Capture
1. Develop strategies to identify and capture third-party claims opportunities promptly.
2. Oversee the proactive engagement of third parties to minimise liability and reduce costs.
3. Ensure timely recovery of expenses through negotiation and effective third-party communication.
4. Collaborate with legal and recovery teams to manage disputes and escalations.
Skills, Knowledge & Expertise
Leadership and Team Management
1. Lead and mentor a team of claims professionals across FNOL, repair management, and third-party capture functions.
2. Set clear objectives, provide coaching, and conduct performance evaluations to drive team success.
3. Foster a collaborative and high-performing work environment.
Operational Excellence
1. Continuously evaluate and optimise claims workflows to enhance efficiency and effectiveness.
2. Develop and implement policies and procedures that align with organisational goals.
3. Monitor operational performance against KPIs and take corrective actions as needed.
Customer Service
1. Champion a customer-centric approach to claims handling, balancing empathy with operational rigor.
2. Resolve escalated customer concerns promptly and professionally.
3. Ensure communication with customers is clear, consistent, and timely.
Compliance and Risk Management
1. Ensure claims processes comply with regulatory requirements and internal policies.
2. Maintain accurate and comprehensive documentation to support audits and regulatory reviews.
3. Identify operational risks and implement mitigation strategies.
4. Build strong business relationships with strategic stakeholders to ensure compliance.
Data Analysis and Reporting
1. Analyse claims data to identify trends, opportunities for improvement, and cost-saving measures.
2. Prepare and present regular reports to senior management on operational performance.
3. Use data-driven insights to inform strategic decisions.
Job Benefits
Career & Purpose
* Davies Innovation Lab
* Leadership training programme
* Funding for professional qualifications
* Thrive at Davies; learning opportunities
Environmental & Social
* The Davies Foundation
* Local charity funding
* Pennies To Heaven
* Employee Resource Groups
* Employee volunteering programme
Financial Health
* Pension, 5% employee and 5% employer contribution
* My Choices at Davies provides; High Street discounts and Financial wellbeing hub
* Life assurance: x4
* Refer a Friend
* Cycle to Work Scheme
* Lease car salary sacrifice
* Davies Incentive Plan
* Enhanced maternity, paternity and adoption pay
Metal, Physical & Emotional Wellbeing
* Wellbeing centre; move, munch, money & mind focus
* Discounts with 100's of UK retailers
* EAP; 24/7 confidential helpline
* 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
* Flexible working; hybrid, work from home or join a collaborative office space
* Dress for your day
* Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
* Flexible benefits include; holiday purchase plan and a opportunity to purchase health cash plan and BUPA dental plan
About Davies
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses. We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 6,500 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.
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