Head of Claims and Customer Service

HEAD OF CLAIMS and CUSTOMER SERVICE - LONDON - HYBRID

Resolve Recruitment are working with a very fast-growing and dynamic London based Insurer who are looking to appoint an experienced Head of Insurance to oversee the Claims and Customer Service divisions. The right individual will manage the company and help to expand its UK footprint.

This is a hybrid position.

If you are interested and have over 3 years experience working in a similar role in both Claims and Customer Service for a UK based Insurer, please apply today. This is a claims heavy role so previous claims experience at a high level including claims validation is a must.

Salary is negotiable. Circa £100k plus.

Responsibilities to staff:

• manage the maintenance, development, performance, governance, administration and delivery of the insurance provision for the organisation to produce an efficient service and delivery solution, maximising efficiency, performance and best value against pre-agreed targets.
• ensuring that the insurance group understands its duties within the organisation
• responsibility to adhere to agreed criteria and budgets and plan to maximise efficiency, best value and performance
• meet your targets and those of the organisation as a whole
• the smooth running of the group and organisation as a whole
• contribute to training and development of the group and organisation as a whole
• assist Line Managers in achieving maximum customer satisfaction in accordance with organisation plans
• maintain responsibility for performing all duties in compliance with related legal/statutory, regulations, professional standards, responsibilities and obligations

Day to day responsibilities to include:

• responsible for leading a multi-lingual outsourced team responsible for claim handling and servicing for our client European operation responsible for the claim validation strategy across all products, categories, and channels;
• implementation of the strategy based on commercial risks and opportunities development of efficient claims processing procedures to ensure timely and accurate handling of Claims, making sure operational, financial and service requirements are met. This includes processes and procedures for Claims Validation and Troubleshooting teams, proving them with tools and knowledge to effectively handle claims in line with policy T&Cs
• Responsible for overseeing and managing the claims handling process, ensuring efficient and accurate claims processing while maintaining a high level of customer satisfaction. You will play a critical role in claim validation, fraud prevention and detection within the claims processImplement fraud prevention and detection strategies to minimise financial losses due to fraudulent claims
• manage, direct and monitor insurance activities and the overall performance of the group to increase efficiency and maximise performance
• general administration of all insurance provisions including claims
• effective liaison, support and assistance with the whole of the organisation
• maintain and improve mechanisms for the provision of insurance, including surveying and measuring governance, performance, administration and outcomes and disseminate feedback to the appropriate persons/entities
• utilise systems to manage insurance functions, analysis and documentation
• direct the development of plans for insurance, including management to achieve targets
• developing plans for insurance progress and growth within the organisation
• support to all other departments with insurance related issues
• subject to agreed criteria; recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all group members to ensure targets are met
• reporting (content and format as agreed) on a monthly basis or as otherwise required
• assist in developing plans for group activities to include strategy to achieve targets
• delegate authority and responsibility to group with supervision, accountability and review
• manage and maintain contact with internal and external clients/customers and suppliers
• set an example for group members of commitment, insurance management, administration standards, work ethics and habits and personal character
• maintain accurate records
• responsibly use resources and control expenses to meet budgetary controls
• adhere to all organisation policies and procedures
• interact and co-operate with all members of the organisation, its suppliers and Customers

From time to time you may be expected to be part of special projects as are reasonably required of your job role.

You are responsible for your allocated workload and must meet all targets. You must contribute towards the smooth running of the organisation generally.