Lancaster Gate Assistance - Outsourced Motorcycle Claim Solutions.
BACKGROUND:
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.
Lexham Insurance is a specialist insurance business, focused predominantly on niche products for the UK motor market.
Formed in the year 2000, Lexham began life as a broker before launching an MGA in 2016. Since then, the business has grown exponentially, and we now employ almost 300 people across several divisions.
Our business is diverse and ever-evolving, incorporating an Insurer and a finance business, as well as a technical claims handling operation, a mobility business, and a law firm.
We’re looking for an Operations Manager to join our fast-growing team in Diss, Norfolk.
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. Clearly communicate with stakeholders to engage, influence, and drive results.
4. Deliver exceptional customer service across the business, as demonstrated by 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 overall responsibility for the FNOL & On hire team, including all people management related activities, financial performance, quality outputs, adherence to MI completion, service standards, and processes.
8. Provide bespoke advice on more complex matters.
9. Manage remote and in-house team members, ensuring timely and accurate processing of invoices.
10. Communicate with Clients, third parties, and colleagues to maximize opportunities while maintaining client relationships.
11. Train and develop the team, ensuring appraisals, allocation of work, and supervision are carried out.
12. Undertake any other reasonable duties as 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.
4. Work closely with the senior management team to support strategy and improve claims processes.
5. Ensure 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, ensuring core operational tasks are completed within given SLAs.
2. Drive and support process improvement and business change by being a source of information and expertise 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 teams to support delivery of claims specific change initiatives.
3. Design and implement training and adoption programs to improve the overall effectiveness of the claims function.
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.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Management and Manufacturing
Industries: Insurance
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