Claims Operations Manager
Job title: Claims Operations Manager
Reports to: Claims Centre Manager
Department/area: Claims
Location: Portsmouth
Broadband: 3
To contribute to operational plans, supporting Groupama’s claims philosophy and strategy. To develop and deliver operating and resourcing plans for specific line of business, ensuring that claims are processed in the most cost effective way and agreed levels of customer service are delivered, embracing agreed best practice and regulatory requirements.
Key accountabilities
To be responsible for:
- Contributing to the development of functional operating plans and creating and implementing shorter term plans for own teams that reflect departmental objectives, plans and priorities.
- Developing the desired relationships with other Company and Claims functions, ensuring effective two-way communication both internally and externally between own unit and customers, staff, service providers and regulatory authorities.
- Leading operational teams to deliver against the claims balanced business scorecard delivering against process, customer, people and cost objectives.
- Work alongside the best practice team to implement best practice into the operation. Managing the change process within the operation and ensuring changes are firmly embedded.
- Work to develop the claims team ensuring talent is identified and appropriate development and succession planning is in place. Where performance gaps are identified work to ensure solutions are implemented to improve performance.
- Any other ad hoc duties within your capabilities that are relevant to the job and reasonably requested of you by your manager.
- Establishing and maintaining a clear and appropriate apportionment across your own teams, of the responsibilities given to you so that appropriate systems of monitoring exist and FSA regulatory compliance is achieved.
- The management and development of human resources within own area in line with the Company's stated philosophy and Claims plans, including employee relations, health & safety, recruitment, motivation, assessment, training/development and retention.
- Contributing to the implementation of adequate, documented processes which monitor and control your functions' operations. Run controls, review outcomes, utilise MI, etc. and ensure remedial action is taken where necessary to ensure technical and operational integrity of function remains intact at all times.
Dimensions
The key dimensions for this role are:
- Direct reports: 5 Claims Team Leaders
- Overall staff under control: 55 Operational staff in Motor claims.
- Budget authority: No.
- Claims handling/settlement authority: Refer to individual Claims Authority Document.
- Claims cheque inputting/authorisation authority: Refer to individual Claims Authority Document.
- Authorisation authority (ordering/invoices): N/A.
- Key internal contacts: Claims staff at all levels within own location. Underwriters. IT
- Key external contacts: Policyholders, brokers, third parties, insurance companies, regulatory bodies, suppliers.
- Any other dimensions: None.
Essential competencies
- Commercial Awareness
- Strategic Business Perspective
- Creativity and Innovation
- Drive and Energy
- Communicating
- Teamwork
Technical skills required
Essential:
- Ability to demonstrate understanding of FSA and regulatory compliance.
- Extensive experience of people management.
- Experience of implementing new processes and experience of managing associated change
Desirable:
- Ability to demonstrate understanding of how current IT systems support local claims processes.
- Ability to demonstrate understanding of operational claims procedures appropriate to the level of the role.
- Ability to demonstrate knowledge of technical claims issues or principles that impact on operational planning and control.
- Experience of managing external relationships
- ACII or Certificate/Diploma in Management Studies
- Experience of operational planning and management control.
Circumstances
The job will travel to other locations and external meetings, seminars and/or conferences, on occasions involving overnight stays.
Closing date Friday 18 December 2009
How to apply
Equal opportunity statement
We are committed to the principle of equal opportunity in employment. The Company is opposed to any form of less favourable treatment, whether through unfair, inconsistent direct or indirect discrimination, accorded to employees and applicants for employment on the grounds of sex, sexual orientation, marital or parental status, disability, race, religion or belief, age, creed, colour, nationality, ethnic or national origin.
Having a criminal record will not necessarily bar you from working with us. This will depend on the nature of the position and the circumstances and background of the offence.
