Unit Manager

Job Description - Claims Unit Manager

Claims Unit Manager Role Profile

Reports into: Claims Manager

Line Management Responsibility: Yes

Level: 5

Location: Pune (hybrid working up to 50% available)

Employing Entity: Mrald (Mphasis s dedicated UK Insurance operational services delivery vehicle)

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 team s processes, organizational structure and ways of working

Working with the Claims Manager Business Operations Consultant ensure that Claims business processes SOPs are effectiveefficient. 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

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis Front2Back Transformation approach. Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis Service Transformation approach helps shrink the core through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.