Address
Form of workClaims Operations Manager
Location: Portsmouth - Lakeside (3 days per week / Hybrid)
- Insurance Claims or Operations Background
- Pet or Healthcare Insurance desirable but not essential
Why us?
Markerstudy Broking is a market leading UK broker and is part of the Markerstudy Group. MSG Broking has a large Pet Insurance operation based in Portsmouth where it manages market recognised Direct and Corporate Partner pet insurance brands. This operation provides claims management for brands it underwrites as well as providing claims handling services for other underwriters (TPA).
ResponsibilitiesWhat you’ll be doing?
- Ensuring the delivery of a successful claims operation processing £300k claims/year with an operation of circa 100 FTE
- Report directly to the Head of Pet and manage the successful delivery Claims Operations
- Coaching and leading a team of direct reports and ensuring the team is delivering in aspects such as SLA's, cost, quality, resourcing and service/continuous improvement.
- Attend regular meetings with the MD, Head of Pet and SMT to discuss strategies in how to improve efficiencies in the claims process
- Oversight of data reports involving company SLAs and KPIS
- Identify trends from data and prioritise resources accordingly
What you’ll need to be successful in the role?
- Strong understanding of claims process, digital trends, customer experience and operational improvement within a call centre environment
- Experience of delivering a recent digital improvement program in a similar industry to deliver an Omnichannel offering
- Data savvy with a can-do attitude and want to actively make a difference to the customer experience
- Ability to work collaboratively with multiple teams and key stakeholders including senior managers
- Track user experience and feedback, report and present to senior managers and stakeholders on findings and any improvement plans
- Manage other aspects of the call centre’s daily operation meeting current objectives
- An experienced leader and coach who is not afraid to effect change or challenge current thinking
What are we doing to help us build a thriving, inclusive community?
Our ambition is to build a more diverse, equal and inclusive workplace for everyone and we have a mission statement in place to reinforce our commitment. However, that’s the easy part!
Our key challenges are…
- How we continue to nurture positive behaviours in our own culture to foster healthy, happy and collaborative colleagues where performance is recognised and differences celebrated.
- How we strive to build our own internal community to better reflect the diverse communities we serve.
To help us achieve this, we have recently established an employee network called #WeAreMarkerstudy - a body of proactive colleagues with diverse interests and experiences, who have volunteered themselves to be part of a driving force for positive change.
Change won’t happen overnight or without the support of our colleagues, but we are now in a good position to make realistic and manageable plans in order to see them flourish in the future.
