Heidi

Claims Services Manager - Claims

1. What do you do?

I am an operational manager in the personal lines claims division. I have nine direct reports and around 120 indirect reports handling mainly motor claims so it’s a big and important team. 

I am responsible for implementing change so that we make process improvements whilst ensuring we continue to hit our service targets and key performance indicators such as phone service and customer satisfaction ratings.  

I can achieve this by close interaction with my Team Leaders and continual scrutiny of dashboards. It’s really motivating when we start seeing results. Last year our team was concentrating on reducing claims leakage (taking unnecessary costs out of the claims process) and we have already seen a huge improvement as a result of educating the team and focusing minds on the issue. 

2. What do you need to be successful?

I have worked through the ranks of Groupama Insurances, starting out as a member of the claims notification team, progressing into personal injury claims and subsequently moving into people management.  

I see myself as personable manager with an 'open door' ethos and I believe that my success can only be as good as those around me. I have an excellent team that understands the claims strategy and strive to do all they can to ensure we deliver against target. 

Groupama is supporting me with my studies - I am doing the Chartered Management Institute’s Diploma in Management which, when complete, will help me to become an even more effective leader. 

3. What's the Groupama difference?

One of the greatest things about Groupama is the people! As a manager to know that everyone comes to work to do their best for the organisation is a huge bonus. Working here, I have met some really influential people and made some great friends.  

Having progressed 'through the ranks' myself, I think others can see that Groupama supports career progression and they may aspire to more themselves. I have had inspiring managers in my career that have helped me develop into the manager I am today. I hope that I will go on to develop people in our claims team to reach their own goals.