Unit Manager

Role overview

Lead the day-to-day activities of a Claims team ensuring delivery of an effective & high-quality Claims service for the business it services and ensures the team delivers to agreed SLAs & KPIs. Support the Claims Manager in providing strategic leadership and support to the Claims function as a whole delivering an excellent service to SLAs & KPIs as a whole function as well as recommending and overseeing improvement initiatives.

Responsibilities

• Oversee/lead the performance and running of a Claims team

• Ensure the team have the appropriate knowledge, skills and cultural requirements to perform the role

• Deliver the service to the agreed SLAs & KPIs

• Operational reports like Diaries, ECF outstanding, Static Claims, Open Movements and SharePoint management to govern effectively.

• Responsible for day-to-day people management of a Claims Team

• Expertise in End-to-End Claims management, for New losses, Subsequent Claims,

Settlements for Motor, Property & Liability, Aviation, Marine & Energy teams (Personal Lines & London Specialty business)

• Handling team queries of any processing queries

• Allocate the work to the team and ensure of each item get processed within SLA.

• Responsible for monitoring the progress of work, productivity of the team

• Build and manage relationships with key internal and external stakeholders e.g., Front Office execs, Business Unit leaders, Middle Office leaders & Claims handler, central support leaders, IBA teams, auditors and regulators

• Effectively support and embed on-going operational and strategic business change into the teams processes, organizational structure and ways of working

• Working with the Claims Manager & Business Operations Consultant ensure that Claims business processes & SOPs are effective& efficient. Where appropriate suggest &/or review ideas for improvement of revised business processes &/or SOPs

• Responsible for ensuring that Claims processes, policies and procedures are implemented, adopted & followed within the team

• Work on Claims related projects including but not limited to transformations, transitions, acquisition due diligence and integration, MI improvements and system enhancements

• Ensure the Claims processing team, IBA and the business work together and align to achieve business results and Service Level Agreements (SLAs) together with the delivery of best practice training and guidance

• Where required support and co-ordinate input to external Audit and regulatory exercises as required

• Ensure adherence to, and support, all company compliance, policy, risk management and audit requirements

• Ensure successful personal & team completion of training and assessment exercises as assigned from the Compliance and Training Departments

Skills & experiences

Must have

• +6 years working within the commercial insurance industry

• +6 years experience gained directly within the insurance broking industry, or lesser experience supported by professional insurance qualifications.

• +6 years experience working within a claims processing team

• Good understanding of London Market Specialty insurance

• A thorough understanding of the end-2-end insurance placement process

• Very good communication skills (written and verbal)

• Ability to work on own and as part of a team

• Very good knowledge of MS Office (Word, Excel & PowerPoint

Preferred

• +3 years experience in leading a team, including ability to drive for results and motivate staff demonstrating leadership experience

• Strong technical, practical and working knowledge of FCA GI regulation, ideally with London Market and MGA experience, knowledge of other relevant regulation/legislation such as GDPR and IDD are required

• Professional Insurance industry qualification is a plus (CII)

• University degree graduate

• Basic understanding of risk management principles

• Enjoys working in a dynamic and changing environment across a wide range of subject matter and business operations and working autonomously and as a member of the team.

• Experience in working with automated assisted processes

• Quality Standards awareness

• Good relationship building skills