100512 - Claims Performance Manager

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Posted: 08/04/2024 09:22
Start Date: Not Available
Salary: Competitive
Location: Hybrid Working
Level: Tier 4
Deadline: 08/07/2024 23:59
Hours: 35
Benefits: Matched pension up to 10%. 27 days holiday plus BH. Group life of 4x salary, Private medical insurance, discretionary bonus
Job Type: Permanent


To effectively manage and oversee the outsourced provision of claims relating to Bspoke Underwriting business in line with company, industry standards and regulatory requirements, driving optimal indemnity spend whilst protecting consumer outcomes and experience. 

The Claims Oversight Manager will manage a portfolio of outsourced claims service providers (“CSPs”) to ensure oversight of all outsourced activities undertaken to ensure customers are treated fairly and that services offered are appropriate for customers’ needs, in line with Consumer Duty and company requirements.


In line with regulatory and company requirements:
•    Perform effective first-line of defence oversight of claims activities performed by outsourced CSPs and     suppliers for own allocated lines of business / portfolio of CSPs;
•    Implement first-line of defence control / oversight framework, with focus on Consumer Duty customer     outcomes;
•    Identify, manage and escalate any underperformance issues within outsourced CSPs/suppliers;
•    Achieve own and assist with team agreed objectives, SLAs and KPIs as delegated by own reporting lines;
•    Identify areas where training and guidance / support is required both internally and/or externally and     facilitate the implementation, as required;
•    Maintain awareness and apply all relevant regulatory and legal developments which impact on claims     handling procedures and share knowledge internally and externally as required;
•    Deal with claims enquiries from both internal colleagues and external CSPs/suppliers and clients in a     professional and efficient manner;
•    Assist with implementation of new CSPs/suppliers, schemes and policies through provision of claims     expertise, input and advice, including involvement in due diligence activity, where appropriate;
•    Develop and implement claims philosophies, working with key internal stakeholders and claims service     providers/suppliers;
•    Evaluate QA and claims root cause analysis performed by CSPs / suppliers to identify service and product     improvements and implement appropriate action plans;
•    Work with key stakeholders to optimise the data quality from outsourced CSPs/suppliers and promptly manage     data exceptions/anomalies;
•    Provide regular and accurate inputs to assist the reporting of claims activity in accordance with     regulatory and Company requirements;
•    Ensure effective monitoring of customer journey/outcomes and financial/service-related performance with     any identified improvements managed, or effectively handed over to other stakeholders as appropriate;
•    Identify and implement claims initiatives to improve customer experience and to drive optimal indemnity /     fee spend;
•    Develop and maintain close relationships with key stakeholders across the business, in particular     insurers, underwriters, product team, delegated authority team, actuaries, MI team, and sales to ensure     claims service provision meets business requirements;
•    Ensure regular benchmarking across company claim service providers and wider industry to identify     improvement opportunities and make suggestions for implementation;
•    Produce effective reporting inputs to assist internal and external reporting requirements and present to     company committees / forums as requested by Head of Claims;
•    Maintain awareness of industry developments relevant to own area of claims management, making proposals     and implementing new initiatives as required;
•    Take responsibility for own personal development, ensuring adherence to company / regulatory continuous     professional development requirements;
•    As part of the Bspoke Underwriting Claims Management team, contribute to the annual operating plan and     wider strategic vision and assist with delivery; and
•    Assist with other related duties within the business as and when required.


•    Experience of effectively managing insurance-related outsourced and/or supplier relationships;
•    Sound knowledge of basic insurance principles;
•    Numerate and commercially focused with well-developed analytical skills;
•    Detailed knowledge and understanding of the regulatory environment, including FCA, in particular Consumer     Duty requirements, and application of other regulatory requirements in respect of claims/supplier     services;
•    A strong knowledge of Microsoft software, particularly Microsoft Office; Excel & Word.
•    Excellent relationship management skills with ability to influence at all levels, including Senior     Management;
•    Excellent communication skills with ability to communicate at all levels, including Senior Management;
•    Excellent organisational skills and ability to deliver within prescribed timescales;
•    Objective approach to problem solving;
•    Ability to work both as part of a team or under own initiative;
•    Excellent customer focus;
•    Ability to identify and implement improvement activity;
•    Empathy and understanding;
•    Commitment to developing self.

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